Service Manager

SUMMARY

The Service Manager directs and is responsible for the activities of all service employees to assure an efficient and profitable department while maintaining customer satisfaction standards.

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

• Forecast goals and objectives for the department and set procedures to meet them.
• Implement procedures to ensure there are positive working relationships with other departments.
• Prepare and administer an annual operating budget for the service department.
• Attend managers' meetings as scheduled.
• Understand and keep abreast of, and comply with, federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, safety regulations, etc.
• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serve as a liaison with factory representatives.
• Handle all customer complaints.
• Quality check completed jobs.
• Keep abreast of new equipment and tools available and recommend purchases.
• Ensure that work areas and customer waiting areas are kept clean.
• Control the performance of the department using these tools:  Daily operating control; Efficiency and productivity control; comeback reports; telephone surveys; and, monthly forecasts.
• Maintain reporting systems require by the dealership and the factory.
• Monitor repair order trends, such as 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 current and available for reference.
• Monitor location and care of shop tools.
• Collect accounts receivables for service work.

SUPERVISORY RESPONSIBILITIES

Manages two subordinate supervisors who supervise a total of 30 employees in the Service Department.  Is responsible for the overall direction, coordination, and evaluation of this unit.  Also directly supervises 10 non-supervisory employees.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B.  A.) from four-year college or university; or one to two years’ related experience and/or training; or equivalent combination of education and experience.

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 work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS

ASE Certification; current, valid driver's license; satisfactory Motor Vehicle Report (MVR)

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 talk or hear.  The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee is occasionally required to sit and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, and distance 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.