Service Manager

Williams Auto Group•Sayre, PA

14d•$81,000 - $150,000

About The Position

Williams Auto Group is seeking an energetic, passionate Service Manager to lead its service department. The role is responsible for running an efficient and profitable department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The Service Manager ensures that technicians’ available time is consistently sold to service customers, oversees department personnel and operations, and works to maintain customer satisfaction and repeat business. The position involves managing department performance and budgets, ensuring compliance with applicable regulations and manufacturer policies, maintaining service records and documentation, supporting staff training and teamwork, and coordinating with other departments, customers, factory representatives, and technical schools. The manager also oversees the digital multipoint inspection process, customer communications, quality of repairs, and a safe, professional work environment. Applicants should have four to ten years of related experience and/or training, or an equivalent combination of education and experience. The job requires communication, mathematical, and reasoning abilities described in the posting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Four to ten years of related experience and/or training, or an equivalent combination of education and experience.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to write speeches and articles for publication that conform to prescribed style and format.
Ability to effectively present information to top management, public groups, and/or boards of directors.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a wide variety of technical instructions in mathematical or diagram form and deal with abstract and concrete variables.
Comfort using a smartphone or tablet to complete vehicle check-ins and communicate with customers.
Ability to use dealership software programs for basic job duties.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.

Responsibilities

Forecast department goals and objectives and work to achieve them.
Hire, train, motivate, counsel, and monitor service department staff.
Prepare and administer the service department’s annual operating budget.
Maintain reporting systems required by general management and the factory.
Attend managers’ meetings.
Monitor and control department performance using reports, tracking systems, and surveys.
Promote harmony and teamwork within the department and across other departments.
Develop and implement a marketing plan to promote new and repeat business.
Comply with federal, state, and local regulations affecting service operations, including hazardous-waste disposal and OSHA Right-to-Know requirements.
Ensure compliance with manufacturer warranty and policy procedures.
Account for department documents and ensure they are complete and processed correctly.
Hold weekly department meetings.
Direct and schedule the activities of department employees.
Facilitate or conduct technical 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 parts orders to ensure availability.
Initial repair orders before warranty submission and monitor sales and hours against expectations.
Build and maintain customer relationships to encourage repeat and referral business.
Inform repair technicians of time allowances for repair orders.
Maintain repair quality, minimize comebacks, and periodically inspect completed work for quality and thoroughness.
Keep abreast of available equipment and tools and recommend purchases.
Ensure work areas and customer waiting areas are clean.
Build and maintain relationships with vocational and technical schools to support recruitment.
Serve as liaison with factory representatives.
Ensure proper care, storage, and inventory of special tools.
Keep customer service files current and readily accessible.
Ensure customers are promptly greeted and given fair estimates for repair and maintenance costs and timing.
Ensure electronic customer communications are completed regarding DMPI, estimates, payment, and related matters.
Prepare pricing guides and maintenance menus for frequent labor operations.
Handle customer complaints promptly according to dealership guidelines.
Manage the digital MPI process.
Use a smartphone or tablet for vehicle check-ins and customer communication throughout the service process.
Use dealership software programs to perform basic job duties.
Conduct 24-hour follow-up with customers to confirm satisfaction with the service experience.
Maintain a safe work environment and professional appearance.
Perform other tasks as assigned.