Service Manager

Job Description

Job Description

Import Service Manager

Position Overview
This Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. This Service Manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining objectives and maintaining service records. This Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and improving customer satisfaction, also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department.

Who Would I Interact With?
This position interacts daily with Customers, Service Advisors, Technicians, Parts Associates, Parts Managers, Sales Managers and other store Associates, just to name a few.

What are the day-to-day responsibilities?

• Assist all subordinate service staff in all phases of their job descriptions
  
• Report to management any circumstances that compromise the integrity of the dealership
  
• Collect accounts receivable for service work
  
• Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately
  
• Ensure that all required technical publications, periodicals, bulletins, ect… are obtained, kept up-to-date and properly maintained
  
• Quality check completed jobs
  
• Ensure that all the necessary shop equipment is in proper working condition
  
• Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
  
• Ensure that proper service sales techniques are being used
  
• Communicate with customers before issues arise and get involved in escalated customer issues
  
• Maintain accurate records and ensure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals
  
• Maintain the highest possible standards of workmanship, advise technicians of service CSI on a monthly basis
  
• Serve as liaison with factory representatives in the absence of fixed operations or service director
  
• Establish and maintain a good working relationship with customers to encourage repeat referral business
  
• Assure proper repair order flow to satisfy warranty/dealership/business office requirements
  
• Hire, train, motivate, counsel and monitor the performance of all service department staff
  
• Maintain customer satisfaction index rating above that of manufacturer or dealership average
  

What are the requirements for this job?

• Three to Five years' experience in Franchise Dealership Service Department
  
• Excellent verbal and written communication and interpersonal skills
  
• Proficient knowledge of dealership computer systems
  
• Must have a valid driver’s license
  
• Demonstrated customer service skills
  
• Previous industry knowledge of overall operations, management and wholesale relations
  

All inquire held in confidence.

Our client is a equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

What are the requirements for this job?

• Three to Five years' experience in Franchise Dealership Service Department
  
• Excellent verbal and written communication and interpersonal skills
  
• Proficient knowledge of dealership computer systems
  
• Must have a valid driver’s license
  
• Demonstrated customer service skills
  
• Previous industry knowledge of overall operations, management and wholesale relations