Service Manager

Lou Sobh Kia of Newnan•Newnan, GA

22d

About The Position

The Service Manager oversees dealership service operations, ensuring customers receive prompt, courteous, and effective service and have a positive dealership experience. The role leads and develops technicians and Service Advisors, manages workflow and department performance, and supports customer satisfaction and retention. The Service Manager also coordinates with Parts and Sales and prepares weekly service department reports using Microsoft Excel and Microsoft Word.

Requirements

Previous automotive Service Manager experience.
Strong technical automotive knowledge.
Demonstrated ability to lead, motivate, and manage service department personnel.
Proven ability to train and develop Service Advisors and technicians.
Knowledge and experience with Work In Process (WIP) reporting.
Experience with warranty administration and warranty claim submissions.
Understanding of CSI programs and customer retention strategies.
Organized, detail-oriented, and customer-focused personality.
Excellent communication and problem-solving skills.
Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis.
Dealership experience.

Nice To Haves

Experience with Dealertrack and Xtime.

Responsibilities

Ensure customers receive prompt, courteous, and effective service.
Serve as a liaison between technicians and customers.
Take ownership of customers’ experience through additional assignments that help the dealership leave a positive impression.
Manage and hire technicians and service advisors; interview candidates and make new hires.
Train, mentor, and develop Service Advisors to support exceptional customer service and departmental performance.
Distribute work between technicians and prioritize required services.
Maintain an efficient, well-run, and profitable service department.
Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability.
Review and maintain accurate Work In Process (WIP) reports.
Oversee timely and accurate warranty claim submissions.
Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals.
Analyze CSI results and implement processes to improve customer satisfaction and retention.
Provide concierge support for owner inquiries by phone or in person, ensuring customers are not mishandled.
Build relationships with customers by spending quality time with them.
Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word.
Work closely with Parts and Sales departments to support operational success and customer satisfaction.