SUMMARY:

This position is responsible for overseeing all operations of the Service Department.

ESSENTIAL JOB FUNCTIONS:

• Develop goals and plans for and provide direction or organization to optimize departmental performance in the areas of
  • Customer service
  • Revenue attainment
  • Cost control
  • Quality assurance
  • Cycle time
• Ensure service advisors are keeping their customers informed and optimizing throughput.
• Maintain updated status of all service coaches on property.
• Encourage teamwork within and between departments.
• Monitor service write-up process to ensure advisors are complying with policies and procedures.
• Prepare and administer an annual operating budget for the service department.
• Monitor repair order trends, including number of repair orders open and completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
• Understand, keep abreast of, and comply with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.
• Hire, train, motivate, develop, counsel, and monitor the performance of all service drive staff. 
• Direct and schedule the activities of all department employees.
• Develop and maintain advisor work processes.
• Provide Technical assistance to employees as needed.
• Conduct meetings with department employees to discuss activities and problems of mutual interest.
• Ensure that customers’ service files are up-to-date and are readily available for reference.
• Ensure accounts receivables are collected for service work.
• Handle customer complaints.
• Ensure that the work areas and customer waiting area are kept clean.
• Account for all documents; ensure that none are missing.
• Maintain reporting systems required by general management and the shop.
• Attend all company required meetings and training.
• Additional responsibilities as requested or required.

 QUALIFICATIONS and EXPERIENCE:

• Business unit management experience and 5 years of service management experience
• Ability to forecast and anticipate business needs
• Ability to sustain business growth while driving strong culture
• Ability to anticipate and resolve problems
• Valid driver’s license and clean driving record to meet insurance requirements
• Excellent business acumen, sound judgement and solid work ethic
• Excellent customer service and communication skills, both verbal and written
• Ability to speak, read, write and comprehend English