Manager, Service Department

Job Description

Job Description

Job Summary:

The Service Manager is responsible for running an efficient and profitable service department.  They will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relations, setting, and obtaining sales and profit objectives and maintaining service records.

*****Busy Shop with a Fantastic Reputation*****

Essential Job Duties and Responsibilities: (Additional duties as assigned)

Management-related:

• Forecast goals and objectives for the department to develop and maintain a 65% adjusted selling gross.
• Strive for harmony and teamwork with all other departments.
• Prepare and administer an annual operating budget for the service department.
• Attend managers’ meetings as requested.
• Understand, keep abreast of, and comply with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.
• Ensure that all necessary elements for a successful team system are promoted by all service personnel.
• Keep CSI in top 10% of group average and inform all service personnel of standing and ways to improve.

Personnel-related 

• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Direct and schedule the activities of all department employees.                 
• Provide technical assistance to employees as needed.
• Conduct weekly meetings with department employees to discuss activities and problems of mutual interest.
• Monitor technician’s payroll records.

Customer- and Department-related

• Establish and maintain good working relationships with customers to encourage repeat and referral business.
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serve as a liaison with factory representatives.
• Handle all customer complaints.
• Quality-check completed jobs.
• Keep abreast of new equipment and tools available and recommend purchases.
• Ensure that work areas and customer waiting area are kept clean.
• Account for all documents; ensure that none are missing.
• Control the performance of the department using the following tools:  Daily
• Operating Control, Efficiency and Productivity Control, Comeback Reports,
• Warranty Reports, Telephone Surveys and Monthly Forecasts.
• Maintain reporting systems required by general management and the factory.
• Monitor repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per service advisor, etc.
• Maintain CSI in top 10% of group.

• It is the service manager’s responsibility to support and endorse dealership policies and procedures as set forth by dealership management.

Required Experience and Education:

• High School Diploma or General Educational Diploma (GED).
• One year’s dealership experience required.

Additional Requirements: 

• Valid New York State Driver License.

Required Skills and Attributes:

• Must be a role model and strong leader.
• Must have strong team management and interpersonal skills.
• Strong interpersonal and communications skills and the ability to understand and handle sensitive and confidential information.
• Ability to prioritize and organize work in a multitasked environment.
• Excellent verbal and written communication skills.
• Attention to detail.
• Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
• Strong analytical ability to gather and summarize data, find solutions to various administrative problems, and prioritize work.
• Ability to work productively in a fast paced, stressful environment.
• Financial and accounting knowledge.

Equipment, Machines and Software Used:

• Computer software:  Microsoft Office to include Word, Outlook, Excel, and CDK.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, use hands to finger, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.
• Will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift.  Will spend time outdoors showing vehicles to prospective customers and to drive vehicles in traffic during test drives

Physical Exertion:

• Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
• Light exertion can involve sitting, walking and/or standing most of the time.

Environmental Conditions:

• Work is performed in a dealership setting (lot, showroom, service department and offices). 
• Occasional weekend and evening hours are required.

Hazards and Safety Precautions:

• Hazards: Slips, trips and falls, ergonomic injuries, and occasional lifting.
• Safety Precautions:   Breaks are encouraged to allow for stretching and training is provided covering slips, trips, and falls, safe lifting and stretching techniques.

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

• The dealership reserves the right to add to or revise an employee's job duties at any time at its sole discretion.

• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.