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Service Manager

The Service Manager is responsible for running an efficient and profitable service department. She/he will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records.

Responsibilities:

  • Forecast goals and objectives for the department and strive to meet them
  • Strive for harmony and teamwork with all other departments
  • Prepare and administer an annual operating budget for the service department
  • Understand, keep abreast of, and comply with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.
  • Hire, train, motivate, counsel, and monitor the performance of all service department staff
  • Providing training on administrative policies and procedures for all department personnel
  • Direct and schedule the activities of all department employees
  • Provide technical assistance to employees as needed
  • Conduct meeting with department employees to discuss activities and problems of mutual interest
  • Monitor technicians’ payroll records
  • Establish and maintain good working relationships with customers to encourage repeat and referral business
  • Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
  • Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities
  • Maintain liaison with factory representatives
  • Greet all customers promptly and give fair estimates on costs and time required for repairs and maintenance
  • Handle all customer complaints
  • Quality check completed jobs
  • Keep abreast of new equipment and give fair estimates on costs and time required for repairs and maintenance
  • Ensure that the work areas and customer waiting area are kept clean
  • Control the performance of the department using Daily operating control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts
  • Maintain reporting systems required by general management and the factory
  • Monitor repair order trends, such as number of repair orders completed number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
  • Ensure that customers’ service files are up-to-date and are readily available for reference

Qualifications:

  • 4 years auto service technical experience
  • 5 year service manager or writer experience
  • Experience managing groups and teams
  • Ability to communicate effectively and quickly to customers and employees
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