Service Manager

Summary

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

Essential Duties

• 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.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Develop and implement a marketing plan which 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 manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Holds weekly department meetings.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• 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 working relationships with customers to encourage repeat and referral business.
• Inform 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.
• Ensure 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.
• Ensure 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.
• Continue a safe working environment; including ensuring all equipment is in good working condition at all times; replace faulty or failing equipment right away; or reports when major repairs are needed.
• Maintain annual equipment inspections according to California guidelines
• Hold monthly KPA safety meetings with the shop.
• Keep a professional appearance at all times
• Other tasks as assigned.

Marginal Duties
 Marginal Duties include the following. Other duties may be assigned.

Supervisory Responsibilities

• Oversee dispatching repair orders in the main shop and ensure that all the technicians have on-going work in their stalls.
• Manage the service advisors; motivate them to surpass monthly department goals while exercising good judgement over the repairs.
• Coach technicians, service advisors and cashier to achieve or surpass GM Regional CSI targets.
• Monitor Cashier/ BDC Service representative(s) to complete follow-up calls for recalls, OnStar Services, Due Bills, Special Order parts, etc. 

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

• Four to ten years related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. 
• Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• 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.
• Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format.
•  Ability to effectively present information to top management, public groups and/or boards of directors.

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.
• 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 apply common sense understanding to carry out instructions furnished in written, oral or diagram form. 
• Ability to deal with problems involving several concrete variables in standardized situations.
• 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.
• 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

• Automotive Service Excellence (ASE) Certifications

• Automatic Transmission/Transaxle Certification for Auto/Light Truck
• Brakes Certification for Auto/Light Truck
• Electrical/Electronic Systems Certification for Auto/Light Truck
• Engine Performance Certification for Auto/Light Truck
• Engine Repair Certification for Auto/Light Truck
• Heating and Air Conditioning Certification for Auto/Light Truck
• Manual Drive Train and Axle Certification for Auto/Light Truck
• Suspension and Steering Certification for Auto/Light Truck
• Damage Analysis and Estimating Certification for Collision Repair
• Mechanical and Electrical Components Certification for Collision Repair
• Non-Structural Analysis and Damage Repair Certification for Collision Repair
• Painting and Refinishing Certification for Collision Repair
• Structural Analysis and Damage Repair Certification for Collision Repair
• Assembly Specialist Certification for Engine Machinist
• Cylinder Block Specialist Certification for Engine Machinist
• Cylinder Head Specialist Certification for Engine Machinist
• Brakes Certification for Medium/Heavy Truck
• Diesel Engines Certification for Medium/Heavy Truck
• Drive Train Certification for Medium/Heavy Truck
• Electrical/Electronic Systems Certification for Medium/Heavy Truck
• Gasoline Engines Certification for Medium/Heavy Truck
• Heating, Ventilation, and Air Conditioning Certification for Medium/Heavy Truck
• Preventive Maintenance Inspection Certification for Medium/Heavy Truck
• Suspension and Steering Certification for Medium/Heavy Truck
• Automobile Parts Specialist Certification
• Medium/Heavy Truck Parts Specialist Certification
• Air Conditioning Certification for School Bus
• Body Systems and Special Equipment Certification for School Bus
• Brakes Certification for School Bus
• Diesel Engines Certification for School Bus
• Drive Train Certification for School Bus
• Electrical/Electronic Systems Certification for School Bus
• Suspension and Steering Certification for School Bus
• Advanced Series—Automobile Advanced Engine Performance Certification
• Advanced Series—Truck Advanced Electric Diesel Engine Diagnosis Certification
• Light Vehicles—Compressed Natural Gas Certification for Alternate Fuels

• I-CAR Certificate of Advanced Training

• Advanced Vehicle Systems
• Aluminum Repair, Replacement and Welding
• Detailing
• Electronics for Collision Repair
• Executive Seminar
• Finish Matching
• Glass Replacement
• Plastic Repair
• Steering and Suspension
• Understanding Collision Repair
• Workplace Hazardous Materials

• Manufacturer Training
• Paint Manufacturer Training
• State Emission Certification
• State Vehicle Inspector Certification
• Valid Driver's License

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.

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.

Job Title: Service Manager
 Department: Service
 Reports To: General Manager
 FLSA Status: Exempt
 Prepared By: Human Resources
 Prepared Date: June 26, 2025
 Approved By: HR, President, General Manager
 Approved Date: June 26, 2025
 Revised Date: June 30, 2025