About this position

Service Manager

Manages the Service Department to ensure that customers' needs are met, vehicles are fixed right the first time; increases focus on business growth, profitability, and employee satisfaction. Oversees all activities of the Service Department including monitoring department finances, customer service, monitoring inventory, merchandising, and repairs.

Responsibilities:

Maintains warranty claim processing procedures that permit prompt settlement and the simplification of tracking payments.
Ensures high quality service and repairs are provided to every customer and customer receives prompt response or status of repairs; maintains a clean, professional environment.
Maintains high ethical standards in daily activities.
Monitors the flow of work in the Service Department and intervenes as needed to ensure work is accomplished.
Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.
Builds a winning team by recruiting, hiring, training, coaching, evaluating, motivating, and rewarding Service Department employees.
Directs and schedules the activities of all Service Department employees.
Develops job descriptions and performance-based pay plans for all Service Department employees.
Ensures employees attend training programs to gain required skills and/or certifications.
Monitors repair order trends (number of repair orders completed, shop productivity and efficiency, dollar sales per repair order, and dollar sales per Service Advisor, etc.).
Develops a team atmosphere both within the Service Department and across other departments.
Follows all dealership policies.
Follows up with customers or develops a service follow-up system to ensure customers are satisfied with service within 72 hours of service and if necessary, resolves any problems.
Plans, analyzes, and manages department finances through determining: flat hours available to sell, shop capacity, services in customer demand, and how department's skill inventory matches customer's demands.
Establishes processes and standards (e.g., follow-up system to contact customers) to ensure customer satisfaction and efficient and effective service operations.
Coordinates with Parts Department, Sales Department, Body Shop, General Manager, Chevrolet Representatives, sublet vendors, and others to ensure effectiveness of the service process.
Uses computers to monitor daily operations; maintains proficiency in use of in-house computer systems (e.g., ADP, Reynolds & Reynolds, or Tekion).
Maintains technical bulletins and special tools to increase technician efficiency and improve Fix it Right the First Time performance.

EDUCATION/CERTIFICATION REQUIREMENTS

Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.

Minimum of High School degree or equivalent
Two years of college with a strong emphasis on business skills preferred
Driver's license
ASE or state certification as required

EXPERIENCE

Five years in an automotive service environment required; 7 or more years preferred
Two year of supervisory experience