Service Manager

Service Manager

Charlotte - CHARLOTTE, NC 28206

Job Description

Job Title: Service Manager

Mission: To lead the industry in consistently meeting or exceeding our customers' expectations in the pursuit of profitable growth.

Values:

• To protect our integrity first
• To promote ingenuity and challenge everything
• To develop people
• To pursue excellence

Summary:

Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers. Leads the department consistent with Vanguard Mission Statement and Core Values.

Essential Duties: Include the following. Other duties may be assigned.

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Produces and maintains reports required by GM and Service Director as well as the OE provider.
• Attends managers meetings and hold regular meetings with department staff.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and customer surveys.
• Strives to maintain a strong culture of harmony and teamwork both interdepartmentally as well as with all other departments.
• Understands, keeps abreast of, and complies with federal, state, and local regulations such as hazardous waste disposal, OSHA, CSA, Right-to-Know, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts job specific training and sends employees to appropriate training schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on critical parts orders with the parts manager to ensure availability.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Maintains high-quality service repairs and minimizes comebacks. Maintains a process for periodic spot checks of completed jobs for thoroughness and quality.
• Ensures department tooling is in safe and working order and meets requirements of new products.
• Ensures that the work areas and customer lounge are kept clean and safe.
• Serves as liaison with factory representatives.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance in accordance with Certified Uptime standards.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer concerns immediately and according to dealership's guidelines including full responsibility of Customer Experience Management survey platform to ensure the highest level of customer satisfaction.
• Acts as lead for facility safety meetings. Hold monthly safety meeting and address any pending or potential safety concerns.
• Maintains a professional appearance.

Supervisory Responsibilities:

• Perform formal personnel evaluations for all employees within Service department.
• Regularly evaluate strengths and areas of opportunity for staff in Service department. Develop clearly defined training paths and action plans for each employee.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High School Diploma or equivalent required, Bachelors Degree preferred.