RI Automotive Service Manager

Service Manager

Join our growing team! The Service Manager manages the activities of all service-related staff, ensuring exceptional customer service and attaining Hurd Auto Mall performance targets. The Service Manager hires, trains, and develops all service personnel. The Service Manager is the liaison between the Service Department, the General Manager, and the Corporate Office, ensuring compliance with all company policies and procedures.

• The Service Manager reports to the General Manager for day-to-day issues.

Job Description:

Service Staff Recruiting, Training, Development, and Marketing

• Staff department to optimize customer opportunities and productivity.
• Ensure and assist in the daily training of all Service Advisors using role-play and evaluation checklists to ensure they are well-versed in the service process.
• Ensure technical staff are adequately trained and have the scope of experience necessary to cover customer needs.
• Monitor and track declined work and technician comebacks to maximize productivity and adopt the fix-it-right first-time concept.    
• Optimizing shop production, maximizing stall utilization, and improving technician productivity
• Manage the dispatching process to ensure that work is distributed appropriately and the properly trained technician completes the job.
• Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying development needs, coaching, and mentoring.
• Monitored, managed, and trained the Service, BDC department to maximize daily appointments and capitalize on monthly/ quarterly factory incentives.
• Plan and engage in monthly/ quarterly Factory Service and Parts promotions.
• Utilize email marketing and call lists from our database, factory campaign lists, etc.

Customer Engagement

• Resolve customer requests, questions, and concerns in a professional, friendly, and prompt manner.
• They are intercepting and managing problem vehicles when factory involvement is inevitable.
• Conduct after-service customer calls to ensure world-class satisfaction.
• Inspect repair orders daily for legibility, accuracy, and legality.
• Ensure that all manufacturer policies and procedures are followed.
• Manage the administration, tracking, and follow-up required to stay current on warranty, receivables, and service contracts.
• Read, understand, and act on closed/open repair orders and Service MIS to generate maximum revenue and control expenses.
• Inspect and maintain the cleanliness, organization, and appearance of all service areas according to state and federal OSHA laws to ensure a professional, safe environment for customers and employees.

Administrative Functions

• Hold daily and monthly staff meetings as required, covering essential information.
• Serve as liaison between the General Manager and the corporate office. Receive, communicate, and hold staff accountable to policy and procedure requirements and updates.
• Complete service department reporting and month-end procedures on time.
• Ensure the staff maintains presentable, professional, and clean attire. (Refer to the company handbook)
• Maintain shop equipment per company guidelines and state and federal OSHA laws to ensure a professional, safe working environment for our technicians and staff. Report any damage or repair needs to the General Manager and the corporate office.
• Maintain an exceptional relationship with the factory and its representatives.
• Factory warranty repair orders must be performed accurately per the manufacturer's guidelines.
• Other administrative duties as required.

Performance Measurements

• Performance expectations will be delivered monthly and will include
  • Flat Rate Hour Production increase YOY
  • Customer Satisfaction Index 100%
  • Service Net Profit Retention 
  • Customer Pay Labor hours increase YOY.
  • Service Audit Ranking A

Environmental & Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk, and hear
• While performing the duties of this job, the employee may incidentally be required to stoop, kneel, and crouch, lift weight, or exert a force up to a maximum of 25 pounds

Benefits Include:

• Health, dental, life and disability insurance
• 401(k) with company match
• Flexible spending accounts
• Paid Time-Off

• Teaching – skilled at teaching others how and why to perform their job.
• Presentation skills - ability to present information clearly and professionally.
• Time Management – managing one’s own time and the time of others.
• Typing – ability to type efficiently.
• Mathematics – using mathematics to solve problems.
• Accounting - knowledge of basic accounting principles

Salary : $125,000 - $200,000