Service Manager

The Pete Store•Fort Lauderdale, FL

67d•Onsite

About The Position

The Service Manager is responsible for overseeing the service department's operations, including forecasting goals, managing staff, ensuring compliance with regulations and manufacturer policies, and maintaining high-quality service. This role involves direct interaction with staff, customers, and external representatives to ensure smooth operations and customer satisfaction. The Service Manager must also maintain a safe and clean work environment and ensure all documentation and processes are handled correctly.

Requirements

Two to four year’s related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several variables in situations.
Ability to solve and define problems and deal with a variety of variables in situations where only limited information exists.
Manufacturer Training
Valid Driver's License

Responsibilities

Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments.
Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Accounts for all documents; ensures that none are missing and all are processed correctly.
Directs and schedules the activities of all department employees.
Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
Monitors technicians' daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders with the parts manager to ensure availability.
Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order.
Maintains high-quality service repairs and minimizes comebacks.
Conducts periodic spot checks of completed jobs for thoroughness and quality.
Keeps abreast of new equipment and tools available and recommends purchases.
Ensures that the work areas and customer waiting area are kept clean.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Serves as liaison with factory representatives.
Ensures the proper care, storage, and inventory of special tools.
Ensures that customers' service files are up-to-date and readily available for reference.
Prepares pricing guides and maintenance menus for frequent labor operations.
Handles customer complaints immediately and according to dealership's guidelines.
Maintains safe work environment.
Maintains a professional appearance.
Other duties may be assigned.