Join our dynamic team at Dale Howard Auto Center of Waverly where we're seeking a passionate and results-oriented Service Manager to lead our service department to unparalleled success. If you're a visionary leader with a track record of driving operational excellence and customer satisfaction, this is your opportunity to make a significant impact and propel our dealership to new heights of performance and profitability. Join us in shaping the future of automotive service excellence!

Purpose of the Position

The Service Manager runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technicians’ time is consistently sold to service customers. An individual that will be successful in this role with our organization should identify with the following statement: “My department is a direct reflection of me - every team member, customer, connection, system, outcome and reputation, I own as my sole responsibility.” S/he is responsible for expense reduction/control, directing the workflow of the service department, customer satisfaction and retention, revenue generation, and leading the service department as a whole. 

Primary Roles and Responsibilities

• LMA (Leadership Management = Accountability)
• Owner of the Service Process
• Setting service policies and procedures
• Develop and maintain vendor partner relations (OEMs, body shops, towing companies, other 3rd parties)
• Managing Service Department P&L
• Service Department Customer Satisfaction

Essential Duties

• Forecasts goals and objectives for the department and strives to meet them.
• Participates in the hiring, training, motivating, counseling and monitoring the performance of all service department staff.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by leadership and the factory.
• Attends and participates in leadership team meetings as required.
• Facilitates and leads departmental meetings as appropriate.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all required documentation; ensures that none are missing and all are processed correctly.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts applicable training based on team member job role and sends employees to appropriate training classes / schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as a point of contact with factory representatives.
• Ensures the proper care, storage and inventory of special tools.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains a timely follow-up process with all customers to confirm satisfaction with the service experience.
• Maintains a safe work environment.
• Maintains a professional appearance.
• Other tasks as assigned.

Other Responsibilities

• Participation in dealership promotions and/or programs as needed
• Participation in and completion of department and role specific training opportunities provided by the dealership
• Refer leads and prospects to the vehicle sales department

Qualifications

• H.S.diploma or the equivalent
• Ability to read & comprehend instructions & information
• Five years of experience in a dealership / service facility position
• Previous service management experience strongly encouraged
• General knowledge of mechanical operations
• ASE certification strongly preferred
• Sales experience preferred
• Valid Driver’s License

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.