Service Manager

About The Position

Department: Service
Reports to: General Manager
Supervises: Shop Foreman, Service Technicians, Set-up Technicians, Wash Bay Techs, Shop Help, Service Writer, and/or Assistant Service Manager
Purpose: Manages service operations within the dealership to maximize return on investment through; optimizing Service Department processes to ensure internal and external customer satisfaction, growing profitable service labor sales, exercising disciplined expense control, attracting, and retaining outstanding talent and effectively engaging department personnel.

Responsibilities

• Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.
• Works with customers, sales department, and technicians to schedule all repair, reconditioning, and pre-delivery for the shop.
• Quotes every repair and reviews all work orders for billing.
• Develops quotes for every sales repair and all customer repairs.
• Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives.
• Develops and executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.
• Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
• Captures customer clinics, field days and related, promotional events.
• Works with Central Warranty Specialist to submit all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit.
• Recruits, hires, develops, and retains key talent by maintaining a current Internal Depth Chart, Recruiting and Hiring Plans and individual development plans.
• Maintains all department tools, equipment, and vehicles in good working order.

Requirements

• Minimum 3 years experience in Service Department operations.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Ability to speak effectively one-on-one and within a group.
• Basic understanding of financial principles relative to Service Department operations.