Service Manager - AN Ford Torrance

About the role

As the Service Manager, you will lead the customer-focused and efficient operation of the dealership’s service department. Your responsibilities include maximizing production, controlling costs, building a loyal clientele, maintaining strong employee relationships, setting and achieving sales objectives, and ensuring service records are properly maintained. You will also ensure a customer experience that meets or exceeds the manufacturer’s customer satisfaction index while fostering a positive work environment and managing department assets.

Responsibilities

• Assist all subordinate service and sales personnel in all phases of their job descriptions
• Properly document employee behavior that may result in punitive job actions such as termination
• Report to management any circumstances that compromise the integrity of the dealership
• Work with the parts department to ensure proper stocking of high-use parts
• Collect accounts receivable for service work
• Obtain competitive bids on tools, equipment, sublet repairs, and supplies
• Ensure service department employees follow safety policies and report accidents immediately
• Maintain up-to-date technical publications, periodicals, and bulletins
• Quality-check completed jobs
• Ensure shop equipment is in proper working condition
• Resolve customer inconveniences, complaints, and misunderstandings fairly and quickly
• Ensure proper service sales techniques are used
• Meet with the fixed operations director and general manager monthly to review performance, set objectives, and discuss promotional activities
• Proactively communicate with customers and address escalated issues
• Maintain accurate records and ensure warranty parts retention per manufacturer and company policies
• Advise technicians of service CSI on a monthly basis
• Serve as liaison with factory representatives in the absence of fixed operations or service director
• Build and maintain strong customer relationships to encourage repeat and referral business
• Monitor staffing levels, compensation, and department turnover
• Ensure proper repair order flow for warranty, dealership, and business office requirements
• Maintain reporting systems required by management, company, and manufacturer
• Develop relationships with vocational and technical schools to enhance recruitment
• Direct and schedule activities of all department associates
• Hire, train, motivate, counsel, and monitor the performance of service department staff
• Understand and comply with federal, state, and local regulations (e.g., hazardous waste disposal, OSHA right-to-know act)
• Assist in developing the annual service budget in connection with the annual sales forecast
• Maintain a customer satisfaction index rating above manufacturer or dealership averages

Requirements

• High School diploma or equivalent
• Three to five years of experience in an auto repair facility
• Two or more years of supervisory experience
• Excellent verbal and written communication and interpersonal skills
• Proficient knowledge of dealership computer systems
• Valid driver’s license
• Ability to drive manual transmission vehicles
• Demonstrated customer service skills
• Previous industry knowledge of overall operations, management, and wholesale relations (preferred)

Pay

Commission-based role estimated between $15,000–$20,000 per month.

Benefits

• Competitive compensation and 401k matching
• Health, dental, and vision insurance plans, including maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access to YouDecide, a website offering deals and discounts from top providers and retailers
• Participation in the DRVPNK mission, raising and donating millions to cancer research and treatment in partnership with nationwide cancer charities