Service Manager

Job Summary:
The C. Harper Auto Group is actively seeking an Experienced and Passionate Service Manager to oversee the Service Department at one of our 7 dealerships. The role involves operating an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. The Service Manager will ensure the daily inventory of technicians' time is consistently sold to service customers while maintaining excellent relationships with our customer base.

Benefits:

• Competitive Salary: We offer industry-leading salary pay plans for management, along with annual performance reviews and cost-of-living/performance-based salary increases.
• Comprehensive Insurance Coverage: Full Medical, Dental, and Vision Insurance, with a Medical Insurance Plan option available at no cost to the employee.
• 401k Plan: Includes an annual company contribution to help secure your financial future.
• Paid Time Off: Pro-rated paid time off starting on your 1st day of employment.
• Short Term Disability: No premium for employees, with buy-up options available through Aflac & American Fidelity.
• Life Insurance: $30,000 coverage at no cost to the employee, with additional buy-up options available up to $150,000 in-house policies per individual. Secondary options available through Aflac & American Fidelity.
• Career Growth Opportunities: Numerous opportunities for growth and promotions within our family-owned business, trusted locally for over 40 years.

Essential Duties:

• Department Management:
  • Forecast goals and objectives for the department and strive to meet them.
  • Train, motivate, counsel, and monitor the performance of all service department staff.
  • Maintain reporting systems required by general management and the factory.
  • Attend managers' meetings.
  • Monitor and control the department's performance using appropriate reports, tracking systems, and surveys.
  • Foster harmony and teamwork within the department and with all other departments.
• Customer Service:
  • Develop and implement a marketing plan promoting new and repeat business.
  • Ensure compliance with federal, state, and local regulations affecting service operations, such as hazardous waste disposal and OSHA Right-to-Know.
  • Maintain compliance with manufacturer warranty and policy procedures.
  • Account for all documents, ensuring none are missing and all are processed correctly.
  • Direct and schedule the activities of all department employees.
  • Facilitate and/or conduct technical training and send employees to appropriate training schools as needed.
• Operational Efficiency:
  • Monitor technicians' daily productivity reports and corresponding payroll records.
  • Follow up on parts orders with the parts manager to ensure availability.
  • Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
  • Establish and maintain good working relationships with customers to encourage repeat and referral business.
  • Inform repair technicians of time allowances on each repair order.
  • Maintain high-quality service repairs and minimize comebacks; conduct periodic spot checks of completed jobs for thoroughness and quality.
  • Stay current on new equipment and tools available and recommend purchases.
  • Serve as liaison with factory representatives.
  • Ensure customers' service files are up-to-date and readily available for reference.
• Customer Interaction:
  • Greet customers promptly and provide fair estimates on costs and time required for repairs and maintenance.
  • Prepare pricing guides and maintenance menus for frequent labor operations.
  • Handle customer complaints immediately and according to dealership's guidelines.
  • Maintain a safe work environment.
  • Maintain a professional appearance.

Responsibilities:

• Represent the dealership in a professional manner.
• Collaborate as a team with all technicians, advisors, and supervisors.
• Perform a visual inspection with the customer, checking tire measurements, wipers, and for any damage while recording findings.
• Discuss all customer concerns during the visit and ask permission to complete a complimentary multi-point inspection. Restate all issues to the client to verify information and set expectations for vehicle pickup time or if the client is waiting.
• Verify customer information (name, address, phone number), ask for preferred way of contact, and obtain a signature.
• Create proper repair orders with detailed information on customer concerns and dispatch to the proper technician in a timely manner.
• Keep customers informed of vehicle status and address any issues with the vehicle. Contact customers upon completion of the vehicle, going over all repairs, pricing, and payment options. Explain the CSI survey and establish a time for pickup or delivery of the vehicle.
• Ensure the vehicle is properly repaired and clean before delivery.

Qualifications:

• Experience and Education:
  • A minimum of 5-7 years of experience in automotive service management, with a proven track record of success.
  • (Bachelor's degree in Business Administration, Automotive Technology, or a related field preferred.)
• Leadership and Management Skills:
  • Strong leadership skills with the ability to inspire and motivate a team.
  • Experience in training, mentoring, and developing service personnel.
  • Ability to set clear goals and expectations and hold team members accountable.
• Customer Service Expertise:
  • In-depth knowledge of automotive service processes and techniques.
  • Excellent customer service skills with a commitment to providing a superior customer experience.
  • Ability to effectively handle customer inquiries, concerns, and complaints.
• Communication and Interpersonal Skills:
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills with the ability to build and maintain relationships with customers, team members, and other stakeholders.
  • Ability to work collaboratively with other departments to achieve common goals.
• Analytical and Problem-Solving Skills:
  • Strong analytical skills with the ability to interpret service data and trends.
  • Ability to identify problems, develop solutions, and implement effective strategies.
  • Attention to detail and a commitment to accuracy.
• Technical Skills:
  • Proficiency with automotive service and CRM software.
  • Strong computer skills, including proficiency with Microsoft Office Suite.
• Personal Attributes:
  • High energy and enthusiasm with a passion for the automotive industry.
  • Goal-oriented with a drive to achieve and exceed service targets.
  • Integrity and professionalism in all interactions.
• Licensing and Certification:
  • Clean driving record and a valid driver's license.

Why C. Harper Automotive Group?

• Be part of an innovative and supportive work culture that values creativity and dynamism.
• Competitive salary, full training, and incentives aligned with customer satisfaction.
• Opportunities to shape the future of our service department and make a lasting impact.
• Benefits that cater to your well-being and professional growth.

About Us: C. Harper represents a variety of brands across our dealerships, including Chevy, Buick, GMC, Cadillac, Ford, Chrysler, Dodge, Jeep, Ram, KIA, and Honda. Over the past 40 years, our core values of honesty, integrity, loyalty, and charity have driven our success. Our focus on family sets C. Harper Auto Group apart, creating a unique and supportive work environment with constant opportunities for growth within the company.

Equal Opportunity Employer: We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.