Service Manager

Position Overview

The Service Manager’s key responsibility is maximizing the efficiency, revenue and productivity of the service department.

Responsibilities

• Plans and directs departmental goals and objectives to be in line with the company’s mission and vision.
• Responsible for driving improvement and productivity of the service department by developing, maintaining and ensuring adherence to standard operating procedures (SOP’s),and company/factory policies.
• Promotes the sale of appropriate services, parts and accessories and associated service needs.
• Leading and managing a dedicated technical team and monitoring efficiency and productivity.
• Audits/monitors various risk areas for compliance such as cash register, safety compliance, dealer license plates, flag/flat rate practices, applicable federal, state and local regulations as they relate to working permits and other key areas.
• Monitors service financial statements.
• Maintains cash, warranty/extended warranty, work in process, service policy and sublet schedules.
• Expedite internal repairs and pre-owned reconditioning.
• Reviews all aging repair orders with staff on a daily basis.
• Checks vehicles for open recalls and arrange for repair.
• Maintain XTIME DMS and pricing.
• Assists consumer affairs, Tech Line, DTS, DPSM, FOM with all customer concerns and vehicle buy backs.
• Maintain MPI pricing and ensure proper usage by employees.
• Administer alternate transportation programs.
• Administer customer retention programs and remove all non-retained from inner circle.
• Maintains reporting of various processes and systems and keeps GM abreast of all items.
• Develops the capability of the technical team by planning and coordinating appropriate technical training and certification for technician completion to support dealership objectives. Ensures up-to-date compliance on factory related/mandated training.
• Maintain shop equipment ensuring proper maintenance schedule is followed.
• Sets, monitors and drives the achievement of performance targets of Service Consultants, Technicians and support staff.
• Maintains relationships with customers and ensures exceptional customer satisfaction index and mystery shop scores are achieved to meet or exceed manufacturer standards.
• Interfaces with department managers to improve operations, performance and profitability.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Develops and implements marketing plans to promote new and repeat business.
• Maintains outstanding business relationships with manufacturer.
• Oversees technician shop hours and proper submission to payroll.
• Collaborates with human resources for employee hiring, terminations, performance review and discipline.

Qualifications

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions. 
• Innovative - Ability to look beyond the standard solutions. 
• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information. 
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines. 
• Analytical Skills - Ability to use thinking and reasoning to solve a problem. 
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures. 
• Goal Oriented - Ability to focus on a goal and obtain a pre-determined result. 
• Judgment - The ability to formulate a sound decision using the available information. 
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. 

 

Minimum Qualifications:

• Strong automotive knowledge.

• ADP experience

• Outstanding leadership skills which focus on treating employees with respect.

• Strong quantitative skills.
• 5+ years previous automotive service management experience at a high volume store.
• Comfortable with ambiguity in a dynamic, changing environment.
• Unwavering commitment to ethical business practices.
• Understands, keeps abreast of, and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA & Right-To-Know, etc.