SERVICE MANAGER

Summary:

Manages the Service department, and guarantees efficient and profitable operations. 

Responsibilities:

• Forecasts goals and objectives for the departments and strives to meet them.

• Hires, trains, motivates, and monitors the performance of the Service and Parts employees.

• Maintains Reporting Systems accurate to be reviewed by General Management and the Factory.

• Attends Managers Meetings. 

• Holds Part Department Meetings, Service Lane Meetings, and Shop Meetings.

• Monitors the overall performance of the Service and Parts Departments.

• Guarantees quality of Multipoint Inspections completed by Technicians.

• Confirms quality of “Related, Immediate, Maintenance Docs”, to be reviewed by customers within the first 25% of the time they are scheduled to beat the Dealership.

• Ratifies that Writers execute a Walkaround for every Customer.

• Ensures that Writers present Online Service Menu. (Smart VMA)

• Strives for harmony and team work within the Departments and interaction with other Departments.

• Understands, keeps abreast of, and complies with Federal, State, and Local Regulations which affect Service Operations.  For example, hazardous waste disposal, OSHA Right-to-know, etc.

• Recognizes and ensures compliance with manufacturer Warranty and Policy procedures.

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.

• Fosters professional employee development and coordinates with employees to determine 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’s priority.  Confirms that Service and Parts personnel are courteous and respectful when interacting with Customers.

• Handles Customers complaints immediately and according to Dealership’s guidelines.

• Manages Warranty Claim Submission Vendor.  Reviews Warranty Policy adjustments.  Comprehends and applies Warranty guidelines.  Certifies correct processing of claims, and professionally communicates warranty information and clarification to Customers.

• Develops Dealership service and parts pricing plans and recommends to Dealer or General Manager.

•  Works with employees to improve the overall profitability of the Dealership.

• 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.

• Serves as a liaison with Factory Representatives.

• Preserves a safe work environment.

• Maintains a professional appearance.