Reports To
Fixed Operations Manager, General Manager, Vice President
Job Summary
The Service Manager, under the direction of the General Manager, will primarily be responsible for leading the Service Department, ensuring customer satisfaction and productivity and efficiency of all service employees.
Job Duties
- Forecasts goals and objectives for the departments and strives to meet them.
- Hires, trains, motivates, and monitors the performance of the service team.
- Works within the annual operating budget for the service department.
- Maintains reporting systems required by general management and the manufacturer.
- Attends managers’ meetings.
- Monitors the performance of the service department.
- Implement strategies to achieve financial targets and improve departments.
- Conduct performance evaluations and provide ongoing feedback.
- Schedule shifts and ensure adequate staffing in the service department.
- Implement strategies to enhance customer service and retention.
- Oversee the daily operations of the service department.
- Ensure compliance with company policies, safety regulations and industry standards.
- Strives for harmony and teamwork within the departments and with all other departments.
- Understands and complies with all government legislation regarding Health & Safety
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Holds weekly department meetings.
- Establishes and maintains good working relationships with customers to encourage repeat and referral business.
- Fosters professional employee development and coordinates with department managers to determine the need for advanced training.
- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Makes customer satisfaction a department priority, ensuring that service and parts personnel are courteous and respectful in their interaction with customers.
- Continuous improvement (Kaizen). Identify opportunities for process improvements. Implement new procedures and technologies to enhance operations.
- Stay updated on industry trends and best practices.
- Manages customer complaints immediately and according to dealership’s guidelines.
- Reviews warranty policy and adjustments with Warranty Administrator, understands and applies warranty guidelines, ensures correct processing of claims, and communicates warranty information and clarifications to customers.
- Reconcile warranty schedule weekly and receivables are current within 30 days.
- Develops dealership service and parts pricing plans and recommends suggestions to Fixed Operations Manager or general manager.
- Works with Parts and Fixed Operations managers to find ways to improve the overall profitability of the dealership.
- Ensure that all staff attend all training sessions outlined by head office.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Collaborate with Parts Manager to ensure prior day preparation is completed daily. to ensure appointment objectives are met. ie parts ordering, special order requests and availability for off make vehicles.
- Ensure customer lounge display area (if applicable) is neat, organized and is stocked with lifestyle and boutique items.
- Serves as liaison with factory representatives.
- Other duties as assigned.
Reporting:
- Responsible for sending daily fixed ops report to GM and Executive team
- Responsible for daily exception reports for any discrepancies
- Responsible for daily spot checks of prior day preparation
- Responsible for daily shop hours based on Capacity Calculator
- Responsible for daily shop hours and Advisor Capacities through Xtime
- Responsible for Daily Carryovers included in daily shop hours
- Responsible for reviewing all work in process and ensuring aging repair orders are monitored.
- Responsible for maintaining the fixed RP MPS (maintenance pricing schedule)
- Responsible for ensuring the technicians and advisors are hitting their Xtime KPI’s and Service Department budget objectives.
- Responsible for ensuring that the customer satisfaction index is above national and regional average and conducting a minimum of one quality team meeting per month.
- Responsible for collaborating with Fixed Operations Management Team to establish monthly marketing plans for the GM, VP and Blackrock Marketing as well as updating websites.
Expectations
- Collaborate with corporate team and bring forth ideas and suggestions.
- Other training, as needed.
- Always conduct yourself in a professional manner.
- Maintain a safe work environment.
- Maintains a professional appearance.
- Adhere to all company policies and procedures.
Job Requirements
- Minimum of 3 years of experience in automotive service management
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication, negotiation, and interpersonal skills
- Valid driver’s license with a clean driving record
- Proficiency in Microsoft Office/Excel and computer applications
- High level of integrity and dependability with a strong sense of urgency and results