Service Manager

2Mazda•Loveland, CO

18d•Onsite

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership’s service department. The role oversees department productivity and costs, builds a loyal clientele, maintains employee relationships and service records, sets and pursues sales objectives, and manages department assets. The manager ensures that customer satisfaction meets or exceeds the manufacturer’s customer satisfaction index and monitors and improves the customer experience through strong customer relationships and an effective work environment. The position interacts with customers, service advisors, technicians, parts associates and managers, sales managers, and other store associates. The Service Manager directs department activities and staffing, supports service and sales personnel, handles escalated customer issues, maintains quality and safety standards, and ensures compliance with manufacturer, company, and applicable regulatory requirements. The role also monitors department performance, reporting, budgets, equipment, parts inventory, warranty processes, and recruitment relationships with vocational and technical schools.

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.
Driver’s license is listed as preferred under License/Certification.

Responsibilities

Assist subordinate service and sales personnel in all phases of their job descriptions.
Document employee behavior that may result in punitive action, including termination.
Report circumstances that may compromise the dealership’s integrity to management.
Coordinate with the parts department to ensure appropriate stocking of high-use parts.
Collect accounts receivable for service work.
Obtain competitive bids for tools, equipment, sublet repairs, and supplies.
Ensure service employees follow safety policies and promptly report accidents.
Ensure required technical publications, periodicals, and bulletins are obtained, updated, and 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 performance, set objectives, discuss promotions, and address other matters.
Communicate with customers proactively and address escalated customer issues.
Maintain accurate records and retain warranty parts according to 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 to encourage repeat and referral business.
Monitor staffing and compensation levels and department turnover.
Ensure repair order flow meets warranty, dealership, and business office requirements.
Maintain reporting systems required by the general manager, company, and manufacturer.
Develop and maintain relationships with vocational and technical schools to support recruitment.
Direct and schedule department associates’ activities.
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 in developing an annual service budget for the annual sales forecast.
Maintain a customer satisfaction index rating above the manufacturer or dealership average.