Service Manager

Responsibilities

• Ensure Service Department growth and profitability by forecasting goals and objectives for the department and strives to meet them.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Prepare and administer an annual operating budget for the service department.
• Maintain reporting systems required by general management and the factory.
• Attend International’s Parts and Service Managers annual meeting.
• Monitor and control the performance of the department using appropriate reports, tracking systems, and surveys.
• Strive for harmony and teamwork within the department and with all other departments.
• Develop and implement a marketing plan which promotes new and repeat business.
• Understand, keep abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Understand and ensures compliance with all International and vendor policies and warranty procedures.
• Hold weekly department meetings.
• Ensure the service staff employees are performing their duties as outlined in the appropriate job descriptions.
• Direct and schedule the activities of all department employees.
• Facilitate and/or conduct technical training and sends employees to appropriate training schools as needed.
• Monitor technicians' daily productivity reports and corresponding payroll records.
• Process payroll and send time sheets to appropriate department in a timely manner.
• Monitor and follow up on parts orders with the parts manager to ensure availability.
• Initial all repair orders before submitting them to the warranty department, monitoring sales and hours relative to expectations.
• Review warranty performance statements on ISIS monthly.
• Review warranty charge backs with Warranty Administrator weekly.
• Review the over 60 days warranty debits weekly to ensure payment.
• Review open repair orders over 30 days to insure closure and payment.
• Review C.O.D repair orders to ensure the vehicle and keys are on premises.
• Keep abreast of all warranty policies and product changes to maintain effectiveness in this role.
• Review and sign off on all Service Department outside purchases charged to the Service Department or a customer repair order.
• Inform repair technicians of time allowances on each repair order.
• Maintain high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed repair orders, noting technician comments, technician sign off, repair completion and road test completion.
• Ensure that current and required tools are purchased as necessary.
• Ensure proper care, storage, and inventory of special tools.
• Ensure that the work areas and customer waiting area are kept clean.
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serve as liaison with factory representatives.
• Ensure that customers' service files are up-to-date and readily available for reference.
• Ensure that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepare pricing guides and maintenance menus for frequent labor operations.
• Handle customer complaints immediately and according to dealership's guidelines.
• Establish and maintain 24-hour follow-up with all customers to confirm satisfaction with the service experience and encourages repeat and repeat bonus.
• Investigate the progress of vehicle completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness.
• Maintain a safe work environment and professional appearance.

Qualifications

• Bachelor's degree (B. A.) from four-year College or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Two to four years’ related experience and/or training; or equivalent combination of education and experience.
• Automotive Service Excellence (ASE) Certification (Preferred)
• Manufacturer Training
• Valid Driver's License.
• Strong understanding of production scheduling.
• Good verbal communication skills and the ability to calmly resolve issues that arise.
• Ability to motivate others and lead by example.
• Self-motivated, detail oriented and professional.

Job Benefits

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Employment Type

• Full-Time

Salary

DOE (Depending on Experience)

Shift

8:00 AM - 5:00 PM on Monday, Tuesday, Wednesday, Thursday, Friday

Department

Service

Location

Las Cruces, NM 88005