Service Manager

Service Manager

The Service Manager is the leader of the Service department within our dealerships. This role drives the performance of the Service Area by attracting, developing, and retaining great talent and creating exceptional service experience for our customers.

This position interacts daily with Customers, Service Managers, Service Advisors, Technicians, Parts Associates, Parts Managers, and other store Associates, to name a few.

What are the day-to-day 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.
• 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.
• Develop 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.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• 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.
• Other tasks as assigned.

How will I know if I am successful? The performance of a Service Director/Manager is measured by achieving:

• Targeted sales and profit
• Targeted expense management
• Targeted Associate retention
• Targeted Customer Satisfaction Index

What are the requirements for this job?

• High School diploma or equivalent
• 3 to 5 years of Service Management experience
• Ability to set and achieve targeted goals
• 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
• Experience and desire to work with technology
• Valid driver’s license and have and maintain an acceptable, safe driving record.

Grubbs maintains a strong policy of Equal Employment Opportunity for all associates. We hire, train, promote, and compensate associates based on personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability, or citizenship, as well as other classifications protected by applicable federal, state, or local laws.