Service Manager

About the role

Grubbs Automotive is a family-first, relationship-driven dealership dedicated to our employees, customers, and community. We offer a supportive team environment with ongoing training, skills development, and career growth opportunities so you can build a rewarding career in automotive service and sales while making a real impact every day.

Responsibilities

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, and monitors the performance of the 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 the performance of the service department.
• Strives for harmony and teamwork within the departments and with all other departments.
• 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.
• Hold weekly department meetings.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Fosters professional employee development and coordinates with employees need for advanced training.
• Maintains high-quality service repairs and minimizes comebacks.
• Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Develop systems of quality checks of performance and tagging of special jobs.
• Makes customer satisfaction a department priority, ensuring that service personnel is courteous and respectful in their customer interaction.
• Create and use systems for follow-up of customer pay and warranty labor to ensure customer satisfaction; maintain repair order system that follows the three (3) Cs; complaint, cause, and correction.
• Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
• Establish and maintain an organized and up-to-date customer follow-up and record system.
• Handles customer complaints immediately and according to the dealership's guidelines.
• Resolve 100% of customer complaints within 48 hours.
• Administers warranty claims, reviews warranty policy adjustments, understands and applies warranty guidelines, ensures correct claims processing, and communicates warranty information and clarifications to customers.
• Develops dealership service pricing plans and recommend them to the general manager.
• Works with parts managers to find ways to improve the overall profitability of the dealership.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Maintains a safe work environment.
• Maintains a professional appearance.
• Maintain daily required housekeeping in the service department to promote morale and quality standards; devise and implement a schedule of training for technical, productive, non-productive, and non-technical personnel.
• Other tasks as assigned.

How will I know if I am successful?

The performance of a Service Director/Manager is measured by achieving:

• Targeted sales and profit
• Targeted expense management
• Targeted Associate retention
• Targeted Customer Satisfaction Index

Requirements

• High School diploma or equivalent
• 3 to 5 years of Service Management experience
• Ability to set and achieve targeted goals
• Proven ability to attract, develop, and retain great talent
• Strong financial and business acumen and the ability to drive revenue and profitability
• Demonstrated communication and interpersonal skills
• Organization and follow-up skills
• Experience and desire to work with technology
• Valid drivers license and have and maintain an acceptable, safe driving record

Benefits

• Paid Weekly
• Paid Time Off (PTO)
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life/AD&D Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• 401(k) with Company Match
• Pet Insurance