Service Manager

About the role

The Service Manager at Grubbs Automotive leads the Service department, focusing on attracting, developing, and retaining top talent and delivering exceptional service experiences for customers.

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 manager’s meetings.
• Maintains reporting systems required by general management and the factory.
• Maintains reporting systems required by general management and the factory.
• 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.
• Develops 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) “C’s”; 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.
• 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.

Qualifications

• A High School diploma or equivalent.
• 3 to 5 years of Service Management experience.
• 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.
• Valid driver’s license and have and maintain an acceptable, safe driving record.