Service Manager

Bob Moore Auto Group•Oklahoma City, OK

22d

About The Position

The Service Manager is responsible for overall control of customer service and the profitability of the service department. The position supervises service department staff, manages workflow and productivity, addresses customer concerns, coordinates inventory needs with the parts manager, controls expenses, and supports sales and gross profit growth. The role also oversees safety and regulatory compliance, shop tools and manuals, and customer satisfaction and retention. The position uses a personal device for multi-factor authentication to provide an additional layer of security for company network and site access. The role requires a high school education or equivalent and 3–5 years of service department experience. Previous advisor, technician, or related management experience is preferred. A valid, unrestricted driver’s license and a clean driving record are required. The position involves frequent exposure to outdoor weather, fumes or airborne particles, and extreme temperatures. Travel may be required within or outside the area, though it is infrequent.

Requirements

High school education or equivalent.
3–5 years of service department experience.
Valid driver’s license without restrictions that affect the ability to operate company-owned vehicles, and ability to maintain a clean driving record.
Good interpersonal, time management, and organizational skills.
Ability to identify and achieve targeted goals.
Excellent written and verbal communication skills, including ability to understand verbal and written instructions and warning labels.
Ability to work well with a range of individuals.
Ability to prioritize multiple jobs.
Ability to communicate clearly with customers and coworkers to ensure an excellent customer experience.
Ability to work independently and/or as part of a team.
Ability to effectively respond to inbound and outbound phone calls.
Strong attention to detail, professional demeanor, and a positive ‘can do’ attitude.
Must be able to pass a drug/alcohol urinalysis and drive a vehicle.
Ability to meet the physical demands of the role, including regularly lifting or moving up to 25 pounds, frequently lifting up to 50 pounds, and occasionally lifting more than 100 pounds with proper assistance.

Nice To Haves

Previous advisor, technician, or related management experience.

Responsibilities

Supervise Service Department staff, including advisors, technicians, cashiers, and service receptionists.
Manage sold and unsold service hours.
Meet with dissatisfied customers and factory personnel.
Maintain high technician productivity through training programs and dispatching work according to skill levels.
Coordinate inventory stocking requirements with the parts manager to support a high level of service.
Control expenses, including shop supplies and policy adjustments.
Increase sales and gross profit by generating new business through mailings, coupons, and customer contact strategies.
Control repair order flow and supervise open repair reports and work in process.
Maintain conformity with government regulations, including OSHA safety requirements and hazardous waste disposal rules, and enforce work-area safety precautions.
Control shop tool inventory and shop manuals, purchasing current items at the least expense.
Promote high customer satisfaction scores and retention percentages.
Use a personal device for multi-factor authentication to add security for company network and site access.
Perform other responsibilities as assigned.