Service Manager - AutoNation USA Denton

AutoNation • Denton, TX

2d

About The Position

The Service Manager is responsible for the customer-focused, efficient operation of the dealership’s service department. The role oversees department production and costs, builds a loyal clientele, maintains employee relationships, sets and achieves sales objectives, and maintains service records. The manager ensures that the customer experience meets or exceeds manufacturer customer-satisfaction standards, monitors and improves satisfaction, builds customer relationships, fosters a positive work environment, and manages department assets.

The Service Manager leads, schedules, hires, trains, motivates, counsels, and monitors service department staff. The position coordinates with dealership management, parts, customers, factory representatives, and technical and vocational schools; oversees service quality, safety, equipment, records, repair-order flow, warranty requirements, and regulatory compliance; and contributes to the service budget and department performance objectives.

Requirements

• High school diploma or equivalent.
• Three to five years of experience in an auto repair facility.
• Two or more years of supervisory experience.
• Excellent verbal and written communication and interpersonal skills.
• Proficient knowledge of dealership computer systems.
• Valid driver’s license.
• Ability to drive manual-transmission vehicles.
• Demonstrated customer service skills.

Nice To Haves

• Previous industry knowledge of overall operations, management, and wholesale relations.

Responsibilities

• Assist subordinate service and sales personnel in all phases of their job responsibilities.
• Document employee behavior that may result in disciplinary action, including termination.
• Report circumstances that may compromise the integrity of the dealership to management.
• Work with the parts department to ensure proper stocking of high-use parts.
• Collect accounts receivable for service work.
• Obtain competitive bids for tools, equipment, sublet repairs, and supplies.
• Ensure service department employees follow safety policies and practices and promptly report accidents.
• Ensure required technical publications, periodicals, and bulletins are obtained, current, and properly maintained.
• Quality-check completed jobs.
• Ensure shop equipment is in proper working condition.
• Resolve customer inconveniences, complaints, and misunderstandings fairly and promptly.
• Ensure proper service sales techniques are used.
• Meet at least monthly with the fixed operations director and general manager to review department performance, set objectives, discuss promotions, and address other matters.
• Communicate with customers before issues arise and address escalated customer issues.
• Maintain accurate records and retain warranty parts in accordance with manufacturer requirements and company policies and procedures.
• Maintain high workmanship standards and advise technicians monthly of service CSI results.
• Serve as liaison with factory representatives when the fixed operations or service director is absent.
• Build and maintain customer relationships that encourage repeat and referral business.
• Monitor staffing and compensation levels and department turnover.
• Ensure proper repair-order flow to meet warranty, dealership, and business-office requirements.
• Maintain reporting systems required by the general manager, company, and manufacturer.
• Build and maintain relationships with vocational and technical schools to support recruitment.
• Direct and schedule the activities of department associates.
• Hire, train, motivate, counsel, and monitor the performance of service department staff.
• Comply with applicable federal, state, and local regulations affecting service and parts operations, including hazardous-waste disposal and OSHA right-to-know requirements.
• Assist with development of the annual service budget for the annual sales forecast.
• Maintain customer satisfaction index ratings above the manufacturer or dealership average.

Benefits

• Competitive compensation.
• 401(k) matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Access to deals and discounts through YouDecide.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED