Overview

Responsible for overall and daily management of service department operations and staff.

Responsibilities

• Maintain a clean and safe work environment.
• Ensure proper safety training and standards are in place, and that safety policies and procedures are followed.
• Oversee the daily operations of the service department. 
• Assure adequate manpower and supplies are available to complete work assignments.
• Resolve issues regarding parts or manpower shortages.
• Calculate full maintenance pricing for sales staff, including labor rates and preventative price quotes.
• Develop annual departmental budget.
• Monitor progress towards budgeted goals and implement cost controls or reductions as necessary.
• Monitor gross profit levels.
• Assess departmental performance regarding quality of work and customer satisfaction.
• Analyze warranty issues to identify areas for improvement.
• Follow up on escalated customer service concerns or complaints and ensure satisfactory resolution.
• Develop marketing plans with sales and marketing departments to develop and increase service department business.
• Contact customers to generate additional business.
• Oversee review of in progress and completed jobs to verify scope of work completed appropriately and safely.
• Establish work standards and evaluate Service Department staff's performance. 
• Identify, address, and implement employee development and training opportunities.
• Hire, counsel, and discharge Service Department staff as necessary.

Qualifications

• Ability to organize and direct oneself and effectively supervise others.
• Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Possessing the trait of being organized or following a systematic method of performing a task.
• Ability to convince a group of people to work toward a goal.
• Ability to utilize the available time to organize and complete work within given deadlines.
• Ability to communicate in writing clearly and concisely.
• Ability to find a solution for or to deal proactively with work-related problems.
• Ability to comprehend complex technical topics and specialized information.
• Ability to communicate effectively with others using the spoken word.
• Ability to take care of the customers’ needs while following company procedures.
• Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
• Computer Skills
• Proficient in Microsoft Office applications (Word, Excel, Outlook).

Education/Experience:

High School Diploma or General Education (GED) and four to ten years related experience.

Bachelor’s Degree strongly preferred.

Other Requirements

• Some college preferred.
• Prior experience in a shop and/or field service environment required.
• Prior experience in a customer service department required.
• Strong technical product knowledge required.
• Ability to utilize laptop computers and portable diagnostic tools required.
• Prior managerial experience required.

Working Conditions:

Office and shop environments. Shop environment may not have air conditioning.