Service Manager

Ocean Honda of Brockton•Brockton, MA

11d•Onsite

About The Position

The Automotive Service Manager (ASM) acts as the primary contact between the dealership and managing the completion of the customer’s repair and maintenance services. They can work with the team to thoroughly understand a customer's service/repair needs and work closely with the service team to stay informed of the status of repairs and special orders. The primary goal of the Service Manager is to provide the highest level of customer satisfaction and maximize the sale of parts and service for the dealership. The ideal candidate has a high school diploma or GED, some post-secondary automotive training, and at least two years of dealer-level or large facility experience that includes some supervisory/management responsibilities. Certification by the National Institute for Automotive Service Excellence (ASE) is a plus. An unrestricted driver's license, a clean driving record, and a strong technical and customer service performance record are required. They must be able to work productively in a fast-paced team environment and must have a positive attitude, professional appearance, great communication skills, and the ability to deliver world class customer service. This job description summary outlines core aspects of this position, but additional duties may be required on a routine basis. This job description does not constitute the complete responsibilities for this position.

Requirements

High school diploma or GED
Post-Secondary automotive training or equivalent work experience
Valid and unrestricted driver's license and clean driving record
Professional and dependable
Safety and customer service oriented
Basic computer and internet skills
Outstanding communication skills
Professional appearance and work ethic
Ability to read and comprehend instructions
Able to bend, kneel, squat, stand, and lift heavy objects as needed

Nice To Haves

Some post-secondary automotive training
At least two years of dealer-level or large facility experience that includes some supervisory/management responsibilities
Certification by the National Institute for Automotive Service Excellence (ASE) is a plus

Responsibilities

Ensures agreement from customer is in place before service begins and informs customer of estimated repair costs and times and accepted methods of payment
Sells only required service and maintenance to customers and follows dealership service sales policy and procedures
Follows up on status of repairs to ensure vehicle is ready when promised, informs customer in advance when car can’t be ready at the promised time, and obtains authorization from customers when repair estimates are revised
Ensures that all completed repairs have gone through quality control and/or a road test
Maintains current knowledge of vehicle operation, warranties, campaigns, and other service information, such as state lemon laws and Technical Service Bulletins (TSB)
Manages and oversees staff, which includes recruiting/hiring, evaluating, scheduling, terminating, etc.
Ensures all service level targets are met or exceeded
Ensures that required documentation is complete and is in compliance with regulations and standards
Complies with and enforces all safety policies and procedures
Attends all staff meetings, training, and educational classes as required
Performs other duties as assigned