Service Manager

CS Ford Lincoln LLC•College Station, TX

About The Position

Service Managers lead the shop and team of Advisors and manage relationships with existing customers. While a sale is typically a one-time event, Service Managers can make or break the decision to return for another purchase. Maintenance, warranty work, and even out of warranty repairs are all important, and the Service Manager makes sure that every oil change is done with the same precision as an engine replacement. Making sure our customers understand needed repairs, optional repairs/maintenance, and the difference between the two creates respect and credibility with our customers. Leading the Technicians, supporting the Advisors, and maximizing both paychecks are important responsibilities.

Requirements

High school diploma or GED required
Post-secondary automotive training or equivalent work experience
Broad scope of automotive mechanical/electrical knowledge
Experience in supervising and managing staff
Neat, clean, and professional appearance
Excellent customer service focus
Excellent interpersonal skills to interact professionally with customers, vendors, and staff
Highly professional and dependable
Strong problem solving and analytical skills
Basic computer and internet skills
Unrestricted driver's license and clean driving record
Must be able to drive both automatic and standard-transmission vehicles

Nice To Haves

Two years of dealer-level or large facility experience preferred
ASE certification 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
Completes repair orders by asking good diagnostic questions to identify customer needs, enters all repair orders into scheduling system in the order in which customers are received, and identifies any repair orders that require special handling, such as rush/waiting, comebacks, etc.
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, trainings, and educational classes as required
Performs other duties as assigned