Service Manager

With an exceptional legacy passed on from its predecessors spanning all the way back to 1933, the LeadCar Toyota Hazleton team brings a proven track record combined with an unmatched reputation for quality in the local Hazleton and Wilkes Barre, PA area, and greater central Pennsylvania market areas. If you are ready to take your career to the next level, we are looking for a Service Manager to join our team. To learn more about our company, please visit What We Offer – Benefits: Health Insurance Dental Insurance Vision Insurance Supplemental Benefit Insurance, including Life Insurance, Short- and Long-Term Disability Insurance, Accident Insurance and more! 401(K) Retirement Plan Paid Time Off Paid Holidays Employee Discounts Employee Referral Program Continued training through the Company and our manufacturer Summary: The Service Manager ensures 100% customer satisfaction by running an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records. This individual is responsible for the hiring, training and development of all service personnel. Plans, organizes, leads and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer. Essential Duties and Responsibilities: 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. Maintains reporting systems required by President and General Manager and our manufacturer. Manage the administration, tracking and follow-up required to stay current on warranty, receivables and service contracts. Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys. Develop staff by setting and communicating performance/production expectations, monitoring performance, identifying and development needs, coaching and mentoring 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. Inspect and maintain the cleanliness, organization and appearance of all service areas in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees. Understands and ensures compliance with manufacturer warranty and policy procedures. Accounts for all documents, ensuring none are missing and all are processed correctly. Monitors technicians' daily productivity reports and corresponding payroll records. Monitors and follows- up on parts orders with the Parts Manager to ensure availability. Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations. Informs repair technicians of time allowances on each repair order. Prepares pricing guides and maintenance menus for frequent labor operations. Handles customer complaints immediately and according to the Company’s guidelines. Schedules shop work to facilitate maximum productivity in accordance with the Company policy and the technician skill level required. Prioritizes and controls all comebacks to ensure proper and prompt attention. Ensures proper repair order documentation, i.e., complaint, cause, and correction noted on every repair order with punch time for each operation. Reviews job status frequently, logging status and reporting any change in time or cost estimates to the appropriate service advisor and/or customer. Develops and implements a marketing plan which promotes new and repeat business. Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed. Serves as liaison with factory representatives. Assists with safety, housekeeping and OSHA Right-to-Know policies and procedures throughout the service department. Ensures all service personnel meet and maintain minimum factory training requirements as set forth by our manufacturer. Attends Manager meetings and other meetings as requested by the President and General Manager. Performs all other duties as assigned. Qualifications/Requirements: Minimum five years of experience in an auto repair facility required. Minimum two years of management experience required. Previous industry knowledge of overall operations and management required. Proven track record of exceeding customer expectations and financial projections. Must have exceptional leadership, team building and communication skills. Must be organized and have a strong work ethic. Strong computer aptitude, specifically with Company management systems and Microsoft Excel. Must have knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards of service and evaluation of customer satisfaction. Must have the ability to establish productive, cooperative relationships with the public, vendors and all employees of the Company. Travel to other Company locations along with our manufacture’s training and other relevant training courses required. Must maintain a valid driver’s license for occasional travel requirements and have the ability to operate manual transmission vehicles. A professional appearance and manner consistent with the Company’s culture must be maintained. We are an equal opportunity employer. All persons shall have the opportunity to be considered for employment without regard to actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, age, ancestry, ethnicity, disability, pregnancy, citizenship, marital status, familial status, military or veteran status, genetic information, predisposing genetic characteristic, status as a victim of domestic violence, stalking and sex offenses, or any other status protected by applicable federal, state or local law. We will endeavor to make a reasonable accommodation/modification for the known physical or mental limitations of a qualified applicant with a disability to assist in the hiring process, unless the accommodation would impose an undue hardship on the operation of our business, in accordance with applicable federal, state and local law. If you believe you require such assistance to complete this form or to participate in the interview process, please contact Human Resources by calling View phone number on click.appcast.io or by emailing View email address on click.appcast.io #J-18808-Ljbffr