Automotive Service Manager

Porsche Tallahassee•Tallahassee, FL

3d•Onsite

About The Position

Mercedes Benz Porsche of Tallahassee has an immediate need for an Automotive Service Manager to lead our service team. The role involves maintaining work in process to high standards, managing department budgets, and ensuring compliance with all relevant regulations and manufacturer policies. The Service Manager is responsible for hiring, training, and motivating service department staff, monitoring their performance and productivity, and fostering teamwork within the department and with other departments. This position also involves developing and implementing marketing plans to drive business, managing customer relationships to encourage repeat and referral business, and ensuring high-quality service repairs with minimal comebacks. The Service Manager acts as a liaison with factory representatives, oversees the care of special tools, and ensures customer satisfaction through prompt greetings, fair estimates, and follow-up. Additionally, the role requires handling customer complaints effectively, resolving employee issues to maintain morale and retention, and ensuring a safe work environment. Other duties may be assigned as needed.

Requirements

5+ years of dealership service management experience required
Mercedes Benz and/or Porsche service management experience preferred
Basic computer knowledge preferred.
Automotive mechanical repair knowledge or auto service sales knowledge preferred.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to resolve employee issues while maintaining high employee morale and acceptable retention levels.
Ability to give customers a non-technical explanation of technical repairs.
Excellent interpersonal/communication skills and customer service skills – approachable, cheerful, helpful, etc.
Maintains professional appearance and demeanor at all times.
Current Driver’s License and ability to meet US employment and Crown’s eligibility requirements.

Nice To Haves

College degree preferred

Responsibilities

Maintains work in process at Crown’s standards.
Maintains all management reports in accordance with Crown’s policies.
Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Prepares and administers an annual operating budget for the service department.
Maintains reporting systems required by general management and the factory.
Attends managers’ meetings.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments.
Develops and implements a marketing plan which promotes new and repeat business.
Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Accounts for all documents; ensuring none are missing and all are processed correctly.
Holds weekly department meetings.
Directs and schedules the activities of all department employees.
Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
Monitors technicians' daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders with the parts manager to ensure availability.
Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order.
Maintains high-quality service repairs and minimizes comebacks.
Conducts periodic spot checks of completed jobs for thoroughness and quality.
Ensures that the work areas and customer waiting area are kept clean.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Serves as liaison with factory representatives.
Ensures the proper care, storage, and inventory of special tools.
Ensures that customers' service files are up-to-date and readily available for reference.
Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
Prepares pricing guides and maintenance menus for frequent labor operations.
Handles customer complaints immediately and according to dealership's guidelines.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Resolves employee issues while maintaining high employee morale and acceptable retention levels.
Maintains safe work environment.
Attends department meetings as requested.
Other duties may be assigned, based on company needs.