Head of Service Management

Job Summary Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Essential Duties and Responsibilities Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction

Creates annual Service Department goals and budget, in alignment with the organization’s financial and operational objectives

Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals

Coordinates customer clinics, field days, and related promotional events

Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit

Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge

Reviews work orders for completeness and accuracy prior to customer billing

Ensures all departmental tools, equipment, and vehicles are in good working order

Manages recruiting, staffing and employee development activities for employees reporting to this position

Position Qualifications 3+ years of experience in Service Department operations

2+ years of previous management experience

Ability to use standard desktop load applications such as Microsoft Office and internet functions

Basic understanding of financial principles relative to Service Department operations

Ability to work extended hours and weekends

Excellent customer service skills

High School Diploma or equivalent experience

Equal Opportunity Employer, including disabled and veterans.

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