BERT OGDEN MAZDA SUBARU VOLVO SERVICE MANAGER

Description

Oversee all aspects of the Service department, working with Service advisors, Technicians and support staff managing Capacity, Sales, Expenses and Customer Service Index. 

ESSENTIAL DUTIES  

• Ensure repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction. 
• Recruits, hires, and motivate qualified service technicians as well as assists technicians in developing their skills. Develop a comprehensive training program for each individual employee. 
• Ensure that all repairs are assigned to technicians in an efficient manner. Provides technical support for technicians when necessary while checking the progress of each repair order throughout the day. 
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality. Road test vehicles to perform quality check work. Accounts for all documents ensures none are missing and all are processed correctly. Monitors technician daily productivity reports and corresponding payroll records. 
• Establishes and maintains customer follow-up program to confirm satisfaction with the service experience. Handles all customer complaints within 24 hours, informing other managers as appropriate. Fill in for service advisors as necessary. 
• Ensure subordinates meet performance expectations or have written and signed plans for each deficient employee. 
• Maintain X-time utilization above 90%. 
• Maintain department certification, meet incentive program requirements including CSI at minimum above region, and adapt to future requirements. 
• Ensure department maintains either 20% net profit or 40% fixed absorption. 
• Maintain open ROs under 30 per advisor and ensure all receivable schedules are current. 
• All other duties as assigned 

Requirements

QUALIFICATIONS  

• Extensive knowledge of industry standards and best practices, including details about the company and manufacturers 
• Good time management skills to handle all service or customer problems that arise on any given business day 
• Customer service skills to resolve complaints efficiently and encourage repeat customers 
• Teamwork skills to encourage the collaborative performance of the service team 
• Verbal and written communication skills to effectively interact with customers and the service team 

EDUCATION and/or EXPERIENCE 

• Service Managers usually have at least two years of previous working experience in the automotive industry as an Automotive Service Technician, Mechanic, or Automobile Service Advisor. They also generally have prior management and sales experience to succeed in their role. 

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT   

• While performing the duties of this job, the employee is regularly required to talk or listen. The employee is regularly required to sit; use hands to finger, handle, or feel.  
• Duties are performed primarily at a desk in an office setting. Work includes frequent clerical and administrative responsibilities and interaction with managers and employees.  
• Prolonged periods of sitting.  
• Must be able to lift up to 20 pounds at times.  
• Occasional lifting, standing, crawling, reaching, use of stairs.  
• Occasional attendance at social gatherings.  
• Ability to travel occasionally. 

CERTIFICATES, LICENSES, REGISTRATIONS  

• Valid Texas Driver's License  

OTHER REQUIREMENTS  

• Pass Background Check   
• Pass Drug Test   
• Must be 21 Years-Old or older   

EMPLOYMENT BENEFITS INCLUDE

• Paid Vacation and Holidays  
• 401(K)   
• Vision Insurance   
• Dental Insurance   
• Medical Insurance