Service Manager

Warren Henry Automotive Group•North Miami, FL

About The Position

The Service Manager is responsible for maximizing the efficiency, revenue, and productivity of the service department. The role leads and develops the technical team, drives department performance and customer satisfaction, monitors financial and operational processes, and ensures compliance with company, manufacturer, and regulatory requirements. The Service Manager also collaborates with other department managers and Human Resources to improve operations and support staffing.

Requirements

Strong automotive knowledge.
ADP experience.
Outstanding leadership skills, including a focus on treating employees with respect.
Strong quantitative skills.
At least 5 years of previous automotive service management experience at a high-volume store.
Comfort working with ambiguity in a dynamic, changing environment.
Unwavering commitment to ethical business practices.
Knowledge of, and ability to keep abreast of and comply with, federal, state, and local regulations affecting service operations, including hazardous-waste disposal, OSHA, and Right-To-Know.
Ability to influence others and make decisions.
Ability to look beyond standard solutions.
Ability to motivate oneself and others to achieve goals and perform to the best of their ability.
Ability to understand complex technical topics and specialized information.
Ability to organize and complete work within deadlines.
Analytical and reasoning skills for solving problems.
Customer-oriented approach that addresses customer needs while following company procedures.
Ability to focus on goals and achieve predetermined results.
Sound judgment using available information.
Ability to find solutions to, or proactively handle, work-related problems.

Responsibilities

Plan and direct departmental goals and objectives in alignment with the company’s mission and vision.
Improve service department productivity by developing, maintaining, and ensuring adherence to standard operating procedures and company and factory policies.
Promote appropriate services, parts, accessories, and related service needs.
Lead and manage the technical team and monitor efficiency and productivity.
Audit and monitor risk and compliance areas, including cash registers, safety compliance, dealer license plates, flag and flat-rate practices, and applicable working-permit regulations.
Monitor service financial statements.
Maintain cash, warranty and extended-warranty, work-in-process, service-policy, and sublet schedules.
Expedite internal repairs and pre-owned vehicle reconditioning.
Review aging repair orders with staff daily.
Check vehicles for open recalls and arrange repairs.
Maintain XTIME DMS and pricing.
Assist consumer affairs, Tech Line, DTS, DPSM, and FOM with customer concerns and vehicle buybacks.
Maintain MPI pricing and ensure employees use it properly.
Administer alternate transportation programs.
Administer customer retention programs and remove non-retained customers from the inner circle.
Maintain reporting for various processes and systems and keep the GM informed of all items.
Plan and coordinate technical training and certification for technicians; ensure compliance with current factory-mandated training.
Maintain shop equipment and ensure its maintenance schedule is followed.
Set, monitor, and drive performance targets for Service Consultants, Technicians, and support staff.
Maintain customer relationships and achieve customer satisfaction index and mystery shop scores that meet or exceed manufacturer standards.
Work with department managers to improve operations, performance, and profitability.
Understand and ensure compliance with manufacturer warranty and policy procedures.
Develop and implement marketing plans to promote new and repeat business.
Maintain strong business relationships with the manufacturer.
Oversee technician shop hours and proper payroll submissions.
Collaborate with Human Resources on employee hiring, terminations, performance reviews, and discipline.