Auto Dealership Service Manager

• Establish and maintain good working relationships with guests to encourage repeat and referral business.
• Ensure a consistent high quality guest experience, including, workflow processes, guest communication standards, additional service recommendation presentation, active check-in and re-delivery, and guest satisfaction follow-up.
• Handle guest feedback immediately and according to the dealership's guidelines.
• Hire, train, motivate, counsel, and develop the performance of all non-technical service department staff.
• Manage department employee schedules, time-off, and timecards.
• Responsible for completing employee personnel actions in accordance with HR policies and timelines.
• Ensure automotive manufacturer training requirements are met within required timelines. Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Direct and schedule the activities of all department employees.
• Create and maintain a productive team environment within the department and with all other business units.
• Forecast goals and objectives for the department; create and execute plans to meet them.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Maintain reporting systems required by general management and the automotive manufacturer.
• Partner with the IT department to ensure labor operation codes and pricing are correct in the dealer management system and partner systems. Prepare pricing guides and maintenance menus for frequent labor operations.
• Review appointment schedule to ensure proper work-load and assignments.
• Participate in developing and implementing marketing plans which promote new and repeat business.
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serve as a liaison with factory representatives.
• Keeps up to date with factory initiatives and incentives as well as all recalls and bulletins. Distribute and explain the information to other management and staff as needed.
• Participate in development and execution of successful rollout and adoption plans.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Audit all repair orders before submitting them to the Warranty department, monitoring for sales and hours relative to expectations while accounting for all documents and supporting materials.
• Keeps up to date of new equipment and tools available and recommends purchases based on the dealerships needs. Ensure the proper care, maintenance, storage and inventory of special tools and equipment.
• Responsible for DMV inspection compliance and maintenance of the inspection machine.
• Monitor and follow up on parts orders with the parts manager to ensure availability.
• Audit technicians' labor hours and rates on repair orders against Alldata and warranty information.
• Ensure high-quality service repairs are fixed right the first time. Establish and maintain a comeback process to ensure any needed correction is complete, identifies the cause for the repeat repair, and addresses the cause to minimize similar issues going forward.
• Ensure that the work areas and guest waiting area are kept clean.
• Maintain a safe work environment and notifies the Facilities department of needed repairs.
• Follow company accident reporting procedures.
• Understands, stays up to date on, and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.

• Must have a minimum of two or more years of previous experience as an Auto Service Manager or a combination of 4 years of experience as a Customer Experience Manager, Senior Level Technician, Warranty Administrator, or Service Advisor.
• A passion for creating exceptional guest experiences
• Strong training, motivational, and leadership skills.
• Must be process driven.
• A strong sense of integrity.
• Strong administrative skills with the ability to implement company policies and procedures.
• Previous experience using Microsoft Office.
• Valid driver's license with a good driving record is required.

Preferred Skills:

• Previous Dealership experience strongly preferred.
• Previous experience managing a team of people.
• Previous experience using DealerTrack or similar automotive software.

• Sick Leave accrued every week!
• We offer great benefits including Excellus medical insurance, Guardian dental insurance, and Davis vision insurance.
• We offer a reimbursement for qualifying out of pocket costs.
• We offer supplemental insurance through Aflac including: Life, Short-Term Disability, Accident and Critical Illness.
• We offer both Traditional and Roth 401(k) plans with an employer match.
• We offer paid holidays.
• We have an Employee Assistance Program, available to our employees and their immediate family members free of charge!
• We are an Equal Opportunity Employer.