Service Manager

Underriner Automotive•Billings, MT

21d

About The Position

The Service Manager oversees the service department and is responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and achieving sales and profit objectives, and maintaining service records. The manager addresses customer service concerns, ensures that work is performed to a high standard, and operates the department profitably. The role includes hiring and supervising service department personnel, setting departmental goals and objectives, and developing an annual operating budget and marketing plan to promote new and repeat business. The Service Manager trains staff on administrative policies and procedures and encourages technicians to keep their skills current through technical training on new automotive systems and components. The Service Manager stays current on manufacturer warranty and policy procedures, serves as a liaison with factory representatives, and promptly handles customer complaints according to dealership policy. The role also requires compliance with applicable federal, state, and local regulations, including hazardous waste disposal and OSHA Right-to-Know requirements, and providing related training on regulations and ethical practices. Underriner describes itself as a family-owned automotive business with a history dating to 1944 and emphasizes the values of Family, Community, Integrity, Passion, and Accountability. The company states that it is an equal opportunity employer committed to workplace diversity and inclusion.

Requirements

Strong communication skills for dealing with customers, employees, and vendors.
Technical background with management training.
Ability to maintain department profitability while controlling expenses and maintaining customer satisfaction.
Ability to understand, keep abreast of, and comply with applicable federal, state, and local regulations, including hazardous waste disposal and OSHA Right-to-Know requirements.

Nice To Haves

Previous experience as a service advisor is advantageous.
Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred.
ASE Service Consultant Certification is held by many service managers.
Some post-secondary education; a bachelor's degree in business administration or a technical field is increasingly common.
An associate's degree or higher in automotive technology is beneficial.
Useful coursework includes mathematics, computers/electronics, automotive service and technology, business, and analytical skills.

Responsibilities

Hire and supervise service department personnel and monitor their performance in servicing customers.
Set department goals and objectives, including an annual operating budget and a marketing plan to promote new and repeat business.
Train department personnel on administrative policies and procedures.
Encourage technicians to keep their skills current through periodic technical training on new manufacturer systems and components.
Stay up to date on manufacturer warranty and policy procedures and act as a liaison with factory representatives.
Maintain high customer service ratings by promptly addressing complaints according to dealership policy.
Control department costs and expenses while maintaining customer satisfaction and profitability.
Build a loyal clientele and maintain good employee relations.
Set and achieve sales and profit objectives and maintain service records.
Ensure service is performed at a high level and satisfy customer service concerns.
Keep current with and comply with applicable federal, state, and local regulations, including hazardous waste disposal and OSHA Right-to-Know requirements.
Provide required training on regulations and ethical practices.