What are the responsibilities and job description for the Service Manager position at Nielsen Automotive Group?
The Nielsen Automotive Group is seeking a Service Manager to join our service team in North NJ
The Service Manager is responsible for the work flow and the profitability of the service department. As such, the manager controls the major overhead costs of the dealership and influences customer satisfaction and owner loyalty.
Benefits:
- Excellent work environment
- Employee discount plans on purchases and services
- Competitive wages, commensurate with experience
- Health, dental and vision insurance
- Life insurance
- 401k retirement account
- Paid vacation and sick leave
Essential Duties:
- Maintain highest possible standards of workmanship; advise technicians of dealership CSI on a regular basis.
- Maintain daily required housekeeping in service department to promote morale and quality standards; devise and implement – schedule of training for technical, productive, non- productive, and non-technical personnel.
- Obtain craftsman league scores at or above zone average; counsel regularly with employees, especially those whose performance is below standards.
- Develop systems of quality check of performance and tagging of special jobs.
- Resolve 100% of customer complaints within 48 hours
- Keep dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily; be totally aware of "lemon laws".
- Recruit, build, train, and maintain a quality service organization.
- Develop systems for quality checking each job.
- Recruit and hire highest quality technicians and service personnel.
- Devise, maintain and update systems for use of technical resource data in accordance with dealership policy.
- Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
- Establish and maintain an organized and up to date customer follow and record system.
- Be familiar with and able to operate an automated control systems
- Complete campaigns in timely fashion, at or above zone average.
- Maintain effective Inter-department relationships.
- Develop systems for 100% review of check lists for car preparation.
- Handle service department responsibilities for delivery in accordance with the requirements of the delivery program.
- Work with sales department in generation of new and used car sales.
- Work with parts department as appropriate to ensure proper stocking of high use parts.
- Forecast sales, gross profit, and expenses.
- Develop annual service plan
- Maximize customer satisfaction through systems to insure accurate handling of warranty and customer pay labor.
- Communicate effectively with all customers in a manner that reflects positively on one self, the dealership, and the product.