Dealership Service Manager

Vanguard Truck Centers•Tucson, AZ

7d•Onsite

About The Position

The Service Manager leads the dealership service department to meet or exceed customer expectations while pursuing profitable growth and following the company’s mission and values. The role runs an efficient and profitable department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The Service Manager ensures technicians’ available time is consistently sold to service customers and maintains a culture of teamwork and excellence. The position oversees service staff and daily department operations, including forecasting and monitoring performance, directing schedules, developing employees, and conducting formal personnel evaluations. It also manages service quality, customer experience, regulatory and manufacturer-policy compliance, records, safety, tools, work areas, and coordination with parts and factory representatives.

Requirements

High school diploma or equivalent required.
Ability to perform the essential duties satisfactorily.
Knowledge, skills, and abilities necessary to perform the role; reasonable accommodations may be made for individuals with disabilities.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Forecast department goals and objectives and work to meet them.
Hire, train, motivate, counsel, and monitor the performance of service department staff.
Produce and maintain reports required by the GM, Service Director, and OE provider.
Attend managers meetings and hold regular meetings with department staff.
Monitor department performance using reports, tracking systems, and customer surveys.
Promote harmony and teamwork within the department and across other departments.
Understand and comply with applicable federal, state, and local regulations, including hazardous-waste disposal, OSHA, CSA, and Right-to-Know requirements.
Ensure compliance with manufacturer warranty and policy procedures.
Account for department documents and ensure they are complete and processed correctly.
Direct and schedule the activities of department employees.
Facilitate or conduct job-specific training and send employees to appropriate training schools as needed.
Monitor technicians’ daily productivity reports and related payroll records.
Follow up with the parts manager on critical parts orders to ensure availability.
Maintain customer relationships that encourage repeat and referral business.
Maintain service repair quality and minimize comebacks.
Conduct periodic spot checks of completed jobs for thoroughness and quality.
Ensure department tools are safe, operational, and meet new-product requirements.
Keep work areas and the customer lounge clean and safe.
Serve as liaison with factory representatives.
Keep customer service files up-to-date and readily available.
Ensure customers are promptly greeted and receive fair repair and maintenance cost and time estimates in accordance with Certified Uptime standards.
Prepare pricing guides and maintenance menus for frequent labor operations.
Address customer concerns promptly under dealership guidelines and take full responsibility for the Customer Experience Management survey platform to support high customer satisfaction.
Lead facility safety meetings, hold monthly safety meetings, and address pending or potential safety concerns.
Maintain a professional appearance.
Conduct formal personnel evaluations for all service department employees.
Regularly evaluate staff strengths and development opportunities.
Develop clearly defined training paths and action plans for each employee.