SERVICE MANAGER

Description

General Summary

The Fleet & Mobile Service and Reconditioning Manager oversees all operations within the Fleet Service, Mobile Service, and Reconditioning departments. This role ensures customers receive high-quality service, vehicles are repaired correctly the first time, and departmental goals for growth, profitability, and employee satisfaction are consistently met. Responsibilities include financial oversight, customer service, inventory monitoring, merchandising, workflow management, and maintaining a professional, efficient operating environment.

Key Duties & Responsibilities

Achieving High Standards

• Maintain accurate and timely warranty claim processing procedures.
• Ensure high-quality service and repairs, prompt customer updates, and a clean, professional work environment.
• Uphold ethical standards in all daily activities.
• Implement innovative methods to enhance customer satisfaction and loyalty.
• Deliver vehicles in perfect condition, every time.

Leadership & Team Development

• Recruit, hire, train, coach, evaluate, motivate, and reward department employees.
• Direct and schedule daily activities for all team members.
• Monitor performance daily; provide feedback, discipline, and career development guidance.
• Ensure employees attend necessary training and obtain required certifications.
• Maintain an approachable leadership style with open communication and an open-door policy.
• Build a positive, collaborative team environment across all three departments.

Customer Service & Communication

• Identify customer needs and concerns; develop effective action plans.
• Handle elevated customer complaints requiring management involvement.
• Maintain clear, professional verbal and written communication skills.
• Participate in management meetings to support interdepartmental communication.
• Use effective appointment systems to ensure proper time for diagnostics and service recommendations.

Operational Excellence

• Prioritize work using shop loading and scheduling systems to meet deadlines.

• Establish efficient processes such as follow-up systems to ensure customer satisfaction.
• Maintain maintenance and repair pricing that aligns with competitive market practices; perform quarterly market analyses.
• Coordinate with Parts, Sales, Body Shop, General Manager, sublet vendors, and others to streamline operations.
• Use computer systems to monitor operations; maintain proficiency in internal software.
• Maintain technical bulletins, special tools, equipment, and shop environment to improve technician efficiency.
• Complete required daily sales and production reports.

Additional Responsibilities

• Monitor workflow and intervene when necessary to maintain efficiency.
• Review repair orders and charges with customers to eliminate surprises.
• Track repair order trends, shop productivity, advisor sales, and other key metrics.
• Promote a positive work environment and resolve employee conflicts promptly.
• Develop marketing, merchandising, and business strategies to enhance department performance.
• Ensure compliance with safety regulations, OSHA requirements, hazardous waste disposal rules, and dealership policies.
• Make warranty and billing adjustments when appropriate.
• Provide technical support and maintain required certifications.
• Review and refine operational practices regularly.

Required Skills & Competencies

• Strong focus on customer satisfaction and achieving high performance standards.
• Results-driven with strong attention to detail.
• Integrity, honesty, and professionalism in all tasks.
• Excellent communication and leadership skills.
• Ability to analyze problems and develop effective solutions.
• Proficiency with computer systems and service-related software.
• Ability to manage multiple departments while driving growth and profitability.

Qualifications