Service Director (59416)

Job Description:

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Trains, executes and holds all staff accountable for the service SOP (Standard Operating Procedures) at all times. 
• Trains, executes and holds all staff accountable for AutoPoint execution, and monthly performance reports.
• Monitors PayCom and makes necessary time adjustments, approves PTO, and follows all guidelines regarding PAFs, and PDFs. 
• Prepares and administers an annual operating budget for the service department.
• Director is responsible for service department net profit metrics and expense regulation. 
• Daily KPI data input. 
• Maintains reporting systems required by general management and the factory.
• Attends and supports manager'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.
• Develops and implements a marketing plan which promotes new and repeats business.
• Understands 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 manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Creates and executes weekly department training meetings.
• Directs and schedules the activities of all department employees.
• Facilitates 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 parts manager to ensure availability.
• Initials 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 areas 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 that 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 dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Maintains a safe work environment.
• Maintains a professional appearance.
• Other tasks as assigned.

Job Qualifications:

• Two to four years of related experience or training; or an equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to define problems, collect data, establish facts and draw conclusions.
• Ability to deal with a variety of abstract and concrete variables. 
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to read, analyze and interpret standard scientific and technical journals, financial reports, and legal documents.