Service Manager

POSITION OVERVIEW Primarily responsible for ensuring the service department is running profitably through efficient and successful handling of all customer and internal concerns. JOB DUTIES Proper handling of phone calls from customers Greeting customers arriving at the shop Listening to issues and complaints & providing recommendations/solutions Making sure staff is working efficiently Calling in extended warranty claims to get approval/decline status Coordinating goals and expectations with shop foreman Overseeing tickets are taken care of properly from start to finish and closed Acquiring the best prices/service from vendors, outsourcing jobs as needed CHARACTERISTICS High energy, charisma, with a disciplined personality able to communicate and influence all ages; Organized, Professional self-starter looking for a challenging long term future; Success in managing, measuring and improving service team performance and delivering predetermined targeted performances; Develop and drive performance aligned with our dealership’s growth strategy; Leadership, Coaching & Mentoring; Hands on approach with a focus on process, people and exceptional customer experience Excellent problem solving and lateral thinking skills;

POSITION REQUIREMENTS High School Diploma or GED 4 year degree preferred Great communication skills, both verbally and in written form Management skills Listening skills Problem solving skills Higher Gear Microsoft Office Typing Accounting calculator SKILLS & QUALIFICATIONS Provides first-line management to department Allocates resources according to priorities and within budget parameters Has management responsibilities for direct reports Consults with Management on operational issues (including fiscal matters) Recruits, screens, interviews candidates & selects hires Conducts training of others Conducts performance appraisals & communicates on-going with direct reports about performance Recommends salary actions Recommends termination of employees Recommends candidates for hire Assigns tasks or responsibilities to others Monitors work performance Administers disciplinary actions Regular and substantial contact with others. Contacts usually involve discussions related to policies and programs and may include proposal or presentation writing, negotiation with vendors, and the like. Handles sensitive, complex, and/or confidential information. Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally, ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department. PHYSICAL REQUIREMENTS Work involves frequent exposure to unpleasant elements, such as extreme temperatures, dirt, dust, fumes, smoke, loud noises, chemicals, etc. Position requires occasional or frequent moderate physical activity which includes 50% walking, 20% standing, 5% lifting, and 25% sitting.