Service Manager- Volkswagen Hilton Head

AutoNation • Hardeeville, SC

3d

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership’s service department. The role includes operating the department at maximum production, controlling costs, building a loyal clientele, maintaining positive employee relationships, achieving sales objectives, and maintaining service records. The Service Manager ensures the customer experience meets or exceeds the manufacturer’s customer satisfaction index and monitors and improves customer satisfaction by building customer relationships, creating a good work environment, and properly managing departmental assets.

Requirements

• High school diploma or equivalent.
• Three to five years of experience in an auto repair facility.
• More than two years of supervisory experience.
• Excellent verbal and written communication and interpersonal skills.
• Proficient knowledge of dealership computer systems.
• Valid driver’s license.
• Ability to drive manual-transmission vehicles.
• Demonstrated customer service skills.

Nice To Haves

• Previous industry knowledge of overall operations, management, and wholesale relations.

Responsibilities

• Assist subordinate service and sales personnel in all phases of their job responsibilities.
• Document employee behavior that may result in punitive job actions, including termination.
• Report circumstances that compromise the integrity of the dealership to management.
• Coordinate with the parts department to ensure appropriate stocking of high-use parts.
• Collect accounts receivable for service work.
• Obtain competitive bids for tools, equipment, sublet repairs, and supplies.
• Ensure service employees follow safety practices and immediately report accidents.
• Ensure required technical publications, periodicals, and bulletins are obtained, kept current, and maintained.
• Quality-check completed jobs.
• Ensure shop equipment is in proper working condition.
• Resolve customer inconveniences, complaints, and misunderstandings fairly and promptly.
• Ensure proper service sales techniques are used.
• Meet at least monthly with the fixed operations director and general manager to review department performance, objectives, promotions, and other matters.
• Communicate with customers proactively and address escalated customer issues.
• Maintain accurate records and warranty parts retention in accordance with manufacturer requirements and company policies.
• Maintain high workmanship standards and advise technicians monthly of service CSI results.
• Serve as liaison with factory representatives when the fixed operations or service director is absent.
• Build and maintain customer relationships that encourage repeat and referral business.
• Monitor staffing and compensation levels and department turnover.
• Ensure repair-order flow meets warranty, dealership, and business-office requirements.
• Maintain reporting systems required by the general manager, company, and manufacturer.
• Develop relationships with vocational and technical schools to support recruiting.
• Direct and schedule department associates’ activities.
• Hire, train, motivate, counsel, and monitor the performance of service department staff.
• Comply with federal, state, and local regulations affecting service and parts operations, including hazardous-waste disposal and OSHA right-to-know requirements.
• Assist in developing the annual service budget for the annual sales forecast.
• Maintain a customer satisfaction index rating above the manufacturer or dealership average.

Benefits

• Competitive compensation.
• 401(k) matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Discounts and offers through YouDecide from providers and retailers.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED