At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today!
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 proficiency rate is at 100% or greater. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties/Responsibilities

• Manages the day-to-day operations of the service department.
• Forecasts goals and objectives for the department and strives to meet them.
• Maintains reporting systems required by general management and the factory.
• Monitors and controls the performance, expenses, and profitability of the department using appropriate reports, tracking systems and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Understands and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures none are missing, and all are processed correctly.
• Directs and schedules the activities of all department employees. Meets with Service Department employees on a regular basis to discuss departmental objectives and concerns.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Works with the Parts Manager to ensure the Parts Department has the appropriate inventory stocked for the dealership by monitoring the lost sales report and parts purchased from outside sources.
• Monitor Service BDC Agents to ensure they’re setting appointments for special order parts.
• Reviews all warranty repair orders before submitting them to the Warranty Admin.
• 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 provides a business model for the possible purchase of this equipment.
• Establishes best practices, policies, and procedures to ensure customers concerns are addressed according to SOAG and OEM requirements.
• Works with Service Advisor staff to ensure they are following OEM procedures for the creation and completion of repair orders.
• Coordinates daily meetings with Shop Foreman to review concerns, productivity, efficiency, etc.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• 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 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Accomplishes objectives through the use of proper purchasing procedures, inventory control, staff utilization, security, pricing, merchandising, displaying and advertising.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Is directly responsible for managing designated employees, including but not limited to hiring, policy and procedure execution, time and attendance management, disciplinary proceedings, and the disbursement and enforcement of training and information per SOAG policy, procedures, SOPs, and guidelines.
• Maintains safe work environment and professional appearance.
• Other tasks as assigned.

Additional, Dealer-Specific Duties May Include

• Acting as a Recon Service Manager specializing in reconditioning of used cars for repair and resale.
• Develops and implements a marketing plan which promotes new and repeat business.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Creates departmental policies and procedures and ensures they are being followed.
• Attends managers’ meetings.
• Ensures that the work areas and customer waiting area are kept clean.
• Assists service technicians in the repair of vehicles.
• Aids in writing orders and monitors WPI.
• Is responsible for new cars, used cars, or both.

Required Skills/Abilities

• Strong Communication and interpersonal skills
• Flexibility to work extended hours, evenings and weekends.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Must be able to lift and move work-related items up to 30 pounds.
• Must be able to push, pull, lift, and bend at the knees and waist, twist body at the waist, raise and hold arms overhead, and turn head-neck-shoulders as needed.

Education And Experience

• Two to four years related experience and/or training in a Service Manager role preferred.
• Must be able to pass a background check, drug screening, and Motor Vehicle Report.
• Additional certifications as applicable

Benefits

• Medical, Dental, Vision, and Supplemental Insurance Available!
• Company Paid Life Insurance, Free Employee Assistance Program, and 100% PAID TUTITION with Strayer University for Associate's, Bachelor's, and Master's Degrees!
• 401(k) with Company Matching after 6 months!
• Start earning Paid Time Off on Day 1, with the ability to use it after 90 days! Earn TWO WEEKS Paid Time Off your first year!
• Five Paid Holidays - 4th of July, Labor Day, Thanksgiving, Christmas, and New Year's!
• Major Discount with Working Advantage on theme park tickets, shopping, travel, and more!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.