Kelley Automotive Group Service Manager

Description

Department: Service

Functions: Run an efficient and profitable service department. Operate the department at maximum production, control costs, build a loyal clientele, maintain good employee relationships, set and obtain sales and profit objectives and maintain service records.

Relationships:

• Reports: Fixed Operations Director
• Supervises: All service department personnel, including service clerks, service advisors, cashiers, service technicians, shuttle drivers, receptionist, warranty administrators, service porters, and quick lube technicians.

Responsibilities and Authority:

• Forecast goals and objectives for the department and strive to meet them.
• Strive for teamwork among employees and with other departments in dealership.
• Prepare and administer an annual operating budget for the service department.
• Yearly forecast preparation with budget and business plan.
• Attend regular manager meetings.
• Establish and ensure compliance with departmental procedures.
• Responsible for compliance with OSHA regulations.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Direct and schedule the activities of all department employees.
• Provide technical assistance to employees as needed.
• Develop pay plans for positions under his/her supervision.
• Monitor payroll records.
• Conduct meetings with department employees to discuss activities and problems of mutual interest and customer satisfaction.
• Conduct reviews of all employees.
• Establish and maintain a good working relationship with customers to encourage referral and repeat business.
• Serve as a liaison with factory representatives.
• Greet all customers promptly and ensure they are given fair estimates.
• Handle customer complaints.
• Handle employee complaints.
• Set pricing policies to achieve department gross profit targets.
• Monitor receivables to maintain minimal past due accounts.
• Check work to ensure a quality job.
• Manage work flow and delegation in departments to maximize efficiency.
• Manage scheduling system for interdepartmental employee vacation coverage.
• Keep educated on new technology and equipment, and ensuring that employees using the new technology or equipment are properly trained.
• Keep service department clean and safe.
• Account for all documents.
• Control the performance of the department using these tools: Daily Operating Control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
• Maintain reporting systems required by general management and the factory.
• Monitor repair order trends, such as the number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
• Ensure that customers’ service files are up-to-date and are readily available for reference.
• Monitor the location and care of shop tools.
• Collect accounts receivable for service work.
• Keep BDC up-to-date on absences and vacations to ensure appointments can be set accordingly.
• Any other tasks deemed necessary by Management.

Requirements

Qualifications:

A minimum of two years of experience in an auto repair facility. ASE certification is preferred. One year of supervisory experience. Excellent communication skills, supervisory abilities, organizational skills, and managerial talents are a must. Individual must have the ability to operate the department at a profit according to the dealership guidelines. Must be at least 21 years or older. Must have a valid driver's license and a good driving record.

Working Conditions:

The Service Manager will work at a desk in the service department garage. She/He will be active throughout the day and will spend less than half of his/her time at a desk. She/He will be exposed to heat, cold, noise, vibration, paint, dust, exhaust fumes, and other hazardous materials. She/He will move about the service area to work with advisors and technicians. She/He may crawl under and in and out of cars to expect work completed.

NOTE:

THIS IS NOT NECESSARILY AN EXHAUSTIVE LIST OF THE RESPONSIBILITIES, SKILLS, DUTIES, REQUIREMENTS, EFFORTS, WORKINGCONDITIONS ASSOCIATED WITH THIS POSITION. WHILE THIS LIST IS INTENDED TO BE AN ACCURATE REFLECTION OF THE CURRENT JOB, THE DEALERSHIP RESERVES THE RIGHT TO REVISE THE FUNCTIONS, DUTIES AND REQUIREMENTS OF THE JOB OR TO REQUIRE THAT ADDITIONAL OR DIFFERENT TASKS BE PERFORMED WHEN CIRCUMSTANCES CHANGE.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER