Service Manager

Qualifications Ability to read and comprehend instructions and information. Professional personal appearance. Excellent communication skills. Ability to meet company's production and quality standards. Physical Requirements Spend time indoors in air-conditioned areas. Sitting: on a regular basis Standing: on a regular basis Walking: on a regular basis Bending, twisting and/or stooping: on a regular basis Kneeling and/or Squatting: on a regular basis Lifting: over 50 lbs infrequently Reaching and/or lifting overhead: on a regular basis Climbing stairs: on a regular basis Repetitive hand/finger movement: on a regular basis Grasping/grabbing with hands: on a regular basis Pushing and Pulling: infrequently Expectations General Expectations Devote himself/herself to insuring satisfaction to customers. Determine management, production and quality requirements by asking questions and listening. Attend company meetings as required. Maintain a follow-up system that encourages follow through with assigned projects. Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals. Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively. Understand the terminology of the business and keep abreast of technology changes in products and services. Know and understand the federal, state and local requirements which govern the company’s business. Follow lawful directions from supervisors. Understand and follow work rules and procedures. Participate in performance management. Interact well with others and be a positive influence on employee morale. Uphold the company’s non-disclosure and confidentiality policies and agreements. Work evening, weekend and holiday work hours as required. Job-Specific Expectations Analize process regularly to assure efficient and high quality work. Increase service technician productivity levels. Provide excellent customer service for all customers whether external and internal. If technicians are having trouble completing service work in a timely fashion, provide assistance as required to complete the job. Manage the service department so that it provides appropriate levels of profit. Provide cost estimates for body damage and internal repairs. Manage service personnel so that they are adequately trained, alert and available for work. Ensure that jobs are delegated to technicians as appropriate considering skill level. Effectively utilize current resources. Become familiar and proficient with all phases of the computer system needed for parts and service management, developing and maintaining the skills required. Together with the parts manager, establish an efficient process ensuring a smooth flow of parts to service technicians during jobs. Create and maintain a process to effectively manage warranty, customers paid, and internal repair orders. Require employees to keep the department clean, organized and efficient. Use professionalism, cordiality and concern to acquire the trust and confidence of new customers upon their introduction to the service department. When repeat repairs are presented, give special attention as needed to make sure the issue is corrected. Keep to expense and revenue goals as budgeted. Increase the volume of service work through effective management of technicians and processes. Create promotional campaigns in cooperation with the sales and parts departments. Establish and maintain service follow-up programs. Keep performance efficiency reports for service personnel and make them available as required to the General Manager. Stay up to date with service department concerns through attendance at applicable training sessions. Create monthly and annual goals for the service department in cooperation with the general manager. #J-18808-Ljbffr