Role Overview: 

The Service Manager is responsible for all of the administrative and business duties and aspects of the service department. The Service Manager oversees all service staff, including scheduling, tracking KPIs, hiring, coaching, and training. They are also responsible for assisting with service marketing, financial goals and other business goals. The Service Manager must be able to communicate with the other departments involved, e.g. sales, finance, parts, service BDC and the motor group. The Service Manager must have a positive attitude, exceptional interpersonal skills and strong leadership abilities.

Key Responsibilities: 

• Communicate effectively with customers to build trust, relationships and retention. 

• 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 and holds meetings as required by the motor group. 

• 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. 

• Develops and implements 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. 

• 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. 

• 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 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. 

• 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 labor operations. 

• Handles customer complaints immediately and according to dealership's guidelines. 

• Maintains a safe work environment. 

• Maintains a professional appearance. 

• Must maintain a professional level of communication with our Service BDC. 

• Contribute to the overall success of the motor group by working with all customers, teams, and departments collaboratively and professionally with a positive attitude. 

• Be at work on time or early (no exceptions). 

• Be team-oriented with a desire to achieve both individual and collective goals. 

• All other duties assigned by management. 

Experience Requirements: 

• Minimum of 3 years automotive experience at a dealership level, preferably with experience as a Service Advisor, Master Technician, or Service Administrator. 

• A strong understanding of automotive technology and the automotive industry is a plus. 

• Computer and communication skills must be at an intermediate level. 

• Strong decision-making ability and organization are required. 

• Employee must have attention to detail. 

• Employee must be able to read, write, understand and speak English. 

• Ability to speak/write/understand Spanish is a plus.