Head of Client Support Services

The Service Manager is responsible for overseeing the daily operations of the service department, ensuring that service delivery meets customer expectations, operational standards, and profitability goals. This role involves managing staff, optimizing service processes, and maintaining high levels of customer satisfaction.

Supervise and coordinate the day-to-day activities of the service department.

Manage service appointments, technician schedules, and workflow to ensure timely and efficient service.

Ensure that all service operations comply with dealership standards and manufacturer guidelines.

Maintain high standards of customer service and satisfaction in the service department.

Address and resolve customer complaints and service issues promptly and effectively.

Implement strategies to enhance customer service and build long-term customer relationships.

Recruit, train, and manage service department staff, including technicians, service advisors, and support personnel.

Conduct performance evaluations, provide feedback, and facilitate ongoing training and development.

Foster a positive and productive work environment that encourages teamwork and high performance.

Develop and manage the service department budget, including labor, parts, and overhead costs.

Monitor and analyze financial performance, including service revenue and expenses, and implement strategies to meet profitability targets.

Oversee inventory management, including ordering and controlling parts and supplies.

Assess and improve service processes and workflows to enhance efficiency and effectiveness.

Implement best practices and new technologies to improve service quality and operational performance.

Continuously evaluate and refine service procedures to ensure alignment with industry standards and dealership goals.

Develop and execute marketing strategies to promote service offerings and drive sales.

Collaborate with the sales department to support service-related promotions and initiatives.

Analyze service sales data and market trends to identify opportunities for growth and improvement.

Ensure that service operations adhere to safety, environmental, and regulatory standards.

Conduct regular inspections and audits to ensure compliance with dealership policies and industry regulations.

sales, parts) to ensure seamless operations and customer satisfaction.

Communicate effectively with manufacturers, suppliers, and other external partners to support service operations.

Prepare and present reports on service department performance and key metrics to dealership management.

Drive and inspect customer vehicles to identify and recommend additional services or repairs that may benefit the customer based on vehicle condition and manufacturer recommendations including upsell service packages and promotions, as appropriate.

Conduct performance evaluations that are timely and constructive.

Handle discipline and termination of employees in accordance with company policy.

Two to three years of supervisory or management experience in a service department.

Strong leadership and team management abilities.

Excellent customer service and communication skills.

Proficient in financial management, budgeting, and inventory control.

Knowledge of automotive service operations, parts management, and industry trends.

Ability to analyze data, develop strategies, and implement process improvements.

Relevant automotive certifications or professional development courses.

Brand experience.

Proficient with Microsoft Office Suite or related software to maintain service record databases, track inventory, and use computer diagnostic equipment and software.

Prolonged periods sitting at a desk and working on a computer.

Office setting.

Exposure to hazardous conditions and equipment that may result in minor injuries.

Medical Insurance

Employer Paid Life Insurance

Vehicle Service Discount Program

Sunroad is committed to providing reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities and access to all programs, services, and activities. If you require accommodations to participate in the application process or to perform the essential functions of the job, please contact the HR Department to discuss your needs confidentially. religious creed; religious dress/grooming; gender identity (meaning a person’s identification as male, female, a gender different from the person’s sex at birth, or transgender); uniform service member status; military or veteran status; medical conditions related to pregnancy, childbirth, or breast feeding; medical condition (including cancer related or HIV/AIDS related); physical disability; mental disability; or any other protected status in accordance with the requirements of all federal, state and local laws. Our Equal Employment Opportunity Policy applies equally to interns and volunteers.

#