Service Manager

Description

SUMMARY

Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achieving objectives, and maintaining all service records. Ensures that the daily inventory of technicians’ time is consistently sold to service customers.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Forecasts goals and objectives for the department and strives to meet them.

Recruits, hires, trains, motivates, counsels, and monitors the performance of all service department staff.

Reviews the departmental forecast model.

Maintains reporting systems required by general management and the factory.

Attends the leader's meetings.

Monitors and controls the department's performance using appropriate reports, tracking systems, and surveys.

Strives for harmony and teamwork within the department and with all other departments. Assists in developing a marketing plan that promotes new and repeat business

Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

Understands and ensures compliance with the manufacturer's warranty and policy procedures.

Accounts for all documents, ensuring that none are missing and that all are processed correctly.

Holds weekly department meetings.

Directs and schedules the activities of all department coworkers.

Facilitates and/or conducts technical training and sends employees to appropriate training schools.

Monitors technicians’ daily productivity reports and corresponding payroll records.

Monitors and follows up on parts orders with the manager to ensure availability.

Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

Establishes and maintains good customer working relationships to encourage repeat and referral business.

Informs repair technicians of time allowances on each repair order.

Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

Keeps abreast of new equipment and tools available and recommends purchases.

Ensures that the work areas and customer waiting area are kept clean.

Establishes and maintains good working relationships with vocational and technical schools to

Enhance personnel recruitment activities.

Serves as liaison with factory representatives.

Ensures the proper care, storage, and inventory of special tools.

Ensures that customers’ service files are up-to-date and readily available for reference.

Ensures all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.

Prepares pricing guides and maintenance menus for frequent labor operations.

Handles customer complaints immediately and according to the dealership’s policies.

Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the 

service experience.

Ensure that the employee completes and remains current with all mandatory safety compliance, safeguards, and cybersecurity training.

Driving is essential to the position; must have a current valid driver's license and a clean driving abstract.

Maintains a safe work environment.

Maintains a professional appearance.

MARGINAL DUTIES include the following. Other duties may be assigned.

Qualifications

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent knowledge, skill, and/or ability. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions.

EDUCATION and/or EXPERIENCE 

High school diploma or GED.  

LANGUAGE SKILLS 

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY 

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS 

Manufacturer Training

Valid Driver's License with a clean driver’s abstract.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or listen.  The employee frequently is required to stand, walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, and color vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions.  The employee is occasionally exposed to wet and/or humid conditions.  The noise level in the work environment is usually moderate.

Salary : $60,000 - $100,000