Service Manager

Job Function:

Responsible for safe, efficient and profitable operation of the Service Department. Advises and makes recommendations to the Store Manager/General Manager/Dealer with respects to the best interest of the Service Department. Responsible for Service Department Customer Satisfaction. Negotiates customer complaints to a satisfactory conclusion.

• Provide the leadership role regarding recruitment, screening and hiring of service personnel.
• Maintain good communications with Service Writer and other store Service Managers.
• Maintain all management reports necessary to audit the performance of department and individual employees.
• Oversee a priority system for scheduling all service work, both customer and internal.
• Ensure that all manufacturer Warranty and Product Improvement Programs are completed according to manufacturer’s requirements in a timely manner.
• Ensure that Service Department is equipped with the necessary special tools and service equipment is available and maintained in good working order.
• Make recommendations regarding the upkeep of Service resources including Buildings, Service vehicles, grounds and oversee the maintenance of the fleet in a manner to provide a profitable operation.
• Coordinate department training program.
• Assist in the development and administration of service-related customer clinics.
• Assist with marketing and service promotions.
• Always conduct self so as to present a professional image of the dealership.
• Maintain quotes and service pricing guides. Generate new guides as needed or required. Calculate quotes for customers as needed.
• Provide follow-up to customers after completion of repairs or service.
• Regular and timely communications with Service Clerk on work orders.
• Perform other functions or duties as directed by management in line with the objectives of the dealership.
• Maintaining the dealership incentive program.
• Proactively works with other employees and Departments to give the customer a positive experience in ways that promote respect and teamwork.
• Understands and follows the company core values and mission when working with customers, other departments and with all stakeholder group.
• Provide backup support for shop foreman’s primary duties.
• All other duties assigned by Management.

Annual

• Assist with developing and following an annual service budget to provide realistic, attainable and measurable service profit goals compatible with overall Dealership financial and operational objectives.

Monthly

• Monitor key departmental metrics to assure achievement of departmental goals.
• Prepares Service Technician efficiency reports.

Weekly

• Develop and maintain service labor allowance and rework log.
• Visit customers to promote service and parts sales.

Daily

• Continual maintenance of work orders to ensure timely completion of customer billing. Open and maintain new work orders as needed
• Monitor customer profiles for current and accurate data provided on work orders.
• Issue purchase orders for all outside vendor purchases. Post invoices to proper work order.
• Monitor and review employee time tracker reports. Resolve any discrepancies in a timely manner.
• Communicate consistently with parts and sales departments to ensure all service related issues are handled in a timely manner.
• Assist technicians as needed in the diagnosis of machine problems and provide instruction as required.
• Monitor work areas to ensure safety, cleanliness and organization.
• Communicate service issues to technicians.

Skills & Qualifications:

• 5+ years work related experience.
• Previous supervisory or management experience preferred but not required.
• Ability to write and work on routine reports and correspondence.
• Ability to speak effectively one on one or before groups of customers or employees of the organization.
• Ability to interpret department financial statements.
• Ability to negotiate customer complaints to a satisfactory resolution.
• Ability to define problems, collects data, establish facts and draw valid conclusions.
• Computer skills
• Strong organizational skills