Service Manager

Service Manager Position at Weelborg Ford of Redwood Falls

Weelborg Ford of Redwood Falls is seeking an experienced Service Manager to join our team. Responsibilities include overseeing daily service operations, managing and developing staff, and ensuring exceptional customer satisfaction. The ideal candidate will be dependable, motivated, and detail-oriented. This is a fast paced environment where we strive for excellence in quality workmanship and creating a great customer experience.

Weelborg's family of dealerships has a long history of serving their communities with exceptional vehicles and trustworthy service. We live, work, and play in the communities we serve and therefore we strive to serve each and every customer with the same respect we would expect to receive.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off and vacation
• Vision insurance
• Employee vehicle purchase plan
• Long term job security

Schedule:

• Monday - Friday
• Some weekends as needed

Direct Reports:

• You'll be managing a team comprised of the following roles:
• 4 Service Technicians
• 3 Lube Technicians
• 3 Detailers/Reconditioning
• 3 Service Advisors

Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Manages a service-oriented environment that promotes customer satisfaction through training and leadership. Establishes service standards to exceed customer satisfaction.
• Trains service employees to tactfully handle customer inconveniences, misunderstandings, and complaints promptly and with genuine concern for the customer's problem. Manager provides support and intervenes where necessary to ensure customers are handled in accordance with the dealership and manufacturer's standards.
• Maintain a customer feedback system that makes it easy for customers to comment or complain. Continually evaluate customer feedback and take immediate action to resolve problems and improve the level of customer service.
• Maintains CSI scores that meet and strive to exceed goals. Implement action plan to improve customer satisfaction. Keep employees informed of customer satisfaction goals and their impact on overall scores.
• Establish an advertising budget based on percentage of customer labor sales. Implement advertising plan that continually brings in customers for regular maintenance and repair needs.
• Establish a monthly forecast for the service department utilizing available technicians, productivity, working days, planned absences, effective labor rate and monthly trend to calculate the forecast. Effectively communicate the goals to employees and provide status reports.
• Utilize data to stay for maintain continuous improvement in service sales and gross profit.
• Maintain high level of shop cleanliness and appearance.
• Keep shop equipment in good working order and schedule repair and preventative maintenance as needed.
• Inventory and maintain special service tools and keep them in secure and organized location.
• Manage open repair order system. Assign each open repair order for a detailed description of its status to achieve closed status. Ensure a timely month end close.
• Review service sales indicators, repair orders and invoices to make sure technicians and Service Advisors are taking full advantage of sales opportunities. Conduct meetings with appropriate personnel to keep them informed of current sales and marketing activities, goals and objectives.
• Utilize an effective appointment system to regulate workloads, allowing for customer convenience, walk-ins, carryovers, new and used vehicle sales, up selling, and various other uncertainties.
• Manage production system. Assign each job to a qualified technician. Assist Service Advisors in meeting the promise time on every job.
• Utilize approved flat rate manual and fair and equitable pricing procedures to establish flat rate times for each job performed. Establish set times for maintenance services and repairs not listed in the flat rate manual. Establish procedures for diagnostic time and straight time operations.
• Provide technical training for technicians and track certifications.
• Understand and maintain manufacturer's warranty policies and procedures. Train and educate all service personnel on manufacturer's warranties.
• Maintain warranty receivables in accordance with dealership's guidelines.
• Work closely with parts department to coordinate day to day activities, promotions, and special parts needs.
• Oversee the warranty parts scraping procedures. Make sure the parts are recovered for every warranty repair and properly tag them for storage.
• Conduct or arrange for worker training in safety, repair, or maintenance techniques, operational procedures, or equipment use.
• Ensure compliance with OSHA requirements, with an emphasis on arc flash, Aerial Lift, Confined Space, First Aid/CPR, Fall Protection, Forklift, Hazardous Communication-Right to Know, Hearing Conservation, Hot Work, Lockout/Tag out and Electrical safety.
• Ensuring compliance with all local, state and federal regulatory environmental programs for testing and disposal requirements, such as waste oil disposal, PSM and RMP.
• Development and adherence to service budget.
• Assisting in process troubleshooting as needed, including being a technical resource as needed.
• Assisting in the development and implementation of capital projects and related budgets.
• Proactively manages all infrastructures including developing long-term plan for service department upgrades as needed.
• Identify and present capital improvement projects to support facility infrastructure needs and improvements.
• Adhere to all Safety policies and procedures, reporting any nonconformity.
• Maintains technical knowledge in areas of responsibility by attending educational workshops, reviewing publications, researching topics, establishing personal networks, and participating in dealership training.
• Other duties as assigned.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Qualifications:

• Demonstrated proficiency in Windows, MS Office Suite including; Word, Excel, and Outlook, internet/intranet and other organizational specific software.
• Ability to read and understand graphic instructions, blueprints, schematic drawings, layouts, or other visual and electronic aids.
• Observe or monitor objects such as mechanical devices to determine compliance with prescribed operating or safety standards.
• Must be able to demonstrate an ability and willingness to communicate effectively in order to maintain high levels of Safety, Quality and Efficiency.
• Lead in a team environment safely.
• Knowledge of Occupational hazards and necessary safety precautions applicable to mechanical maintenance and repair work, including lockout procedures and confined space entry procedures.
• Must have proven working knowledge of technical service skills and have operational knowledge of basic tools and equipment.
• Attention to detail, organizational and time management skills.
• Professional communication skills for both internal and external customers, and coworkers.
• Strong customer service skills.
• Possess traits of honesty, integrity, creativity and flexibility.
• Demonstrate an understanding of the products sold and the processes involved.
• Ability to read and comprehend standard operating procedures and company guidelines in order to maintain regulatory compliance.
• Ability to understand daily production needs.
• Ability to work independently, multi-task, and prioritize.
• Ability to perform at a high level in a fast-paced environment with the ability to adapt to a continually changing environment.
• Detail oriented, be quality minded.
• Valid drivers' license and good driving record.
• Forklift certification required.
• Punctual and regular attendance.
• High School Diploma or General Education Degree (GED) required.
• Associates degree preferred.
• 5+ years automotive experience in service delivery preferred.
• 3 to 5 years supervisory experience