Automotive Service Manager

Position Summary

The Service Manager is responsible for the customer-focused and efficient operation of the dealership’s service department. The service manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales objectives and maintaining service records. The Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and improving customer satisfaction. The service manager also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department.

Responsibilities:

• Report to management any circumstances that compromise the integrity of the dealership
• Work with the parts department as appropriate to ensure proper stocking of high use parts
• Collect accounts receivable for service work
• Obtain competitive bids on all tools, equipment, sublet repairs, supplies, etc.
• Quality check completed jobs
• Ensure that all the necessary shop equipment is in proper working condition
• Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
• Ensure that proper service sales techniques are being used
• Meet with fixed operations director and general manager at least once a month to review current service department performance.
• Communicate with customers before issues arise and get involved in escalated customer issues
• Maintain accurate records and insure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals
• Maintain the highest possible standards of workmanship, advise technicians of service CSI on a monthly basis
• Serve as liaison with factory representatives in the absence of fixed operations or service director
• Monitor staffing levels, compensation levels and department turnover
• Properly document employee behavior that may result in punitive job actions such as termination
• Assure proper repair order flow to satisfy warranty/dealership/business office requirements
• Maintain reporting systems required by general manager, company and manufacturer
• Direct and schedule the activates of all department associates
• Hire, train, motivate, counsel and monitor the performance of all service department staff
• Understand and comply with federal, state and local regulations that affect service and parts operations, such as hazardous waste disposal, OSHA right-to-know act, etc.
• Maintain customer satisfaction index rating above