What are the responsibilities and job description for the Doggett Ford - Service Drive Manager - Houston position at Doggett?
Service Drive Manager
Classification
Exempt
Job Summary
This position will include working with Advisors, Service Admin Staff, Technicians and Porters to ensure a positive guests experience while maintaining high standards in performance relates areas.
Essential Functions
- Supervise all customer facing service drive staff
- Responsible for implementation and accountability of service selling process
- Supervise the opening and closing of repair orders.
- Work closely with Shop Forman and dispatch to reduce repair times in shop.
- Maintain and monitor detailed records of time and performance of Service employees.
- Stays current on product improvement programs.
- Acts as Liaison for Advisors, Customers, and Manufacturer to assist with service related issues
- Monitor and hold advisors accountable for all performance items such as CSI, Effective Labor Rate, Hours per RO, & Commodity Sales.
- Monitor customer satisfaction and implement process improvement as needed
- Interview and select qualified personnel.
- Report status of Service Drive goals to Service Director and General Manager
- Supervise work of Service Advisors and provide support as needed
- Monitor training needs of all customers facing service staff and provide for the delivery of such training as required.
- Daily reporting of Customer Satisfaction (CSI), commodity upsells, and service advisor performance
- Monitor service drive flow to ensure proper guest reception and write up by advisors. Ensure advisors are using tools provided and following process.
- Review loaner car usage and monitor all aspects of the loaner cars.
- Set schedules for all customers facing service staff. Advisors, Cashiers, & Porters
Qualifications
- Two-year certificate from college or technical school and/or five years of related experience as a manager in similar environment preferred.
- Strong business acumen and PC proficiency required, particularly in MS Office applications.
- Excellent communication and customer service skills required.
- Knowledge of company specific software.
The Service Drive Manager must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately, and without causing significant safety threat to self or others. The statements made herein are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive and inclusive list of all responsibilities, duties, and/or skills required of personnel so classified.
Doggett is an Equal Employment Opportunity Employer