Service Manager - AN Chevy Mesa

AutoNation • Mesa, AZ

1d

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership’s service department. The role includes maximizing production, controlling costs, building a loyal clientele, maintaining positive employee relationships, setting and achieving sales objectives, and maintaining service records. The manager ensures that customer experience meets or exceeds the manufacturer’s customer satisfaction index and monitors and improves customer satisfaction by building customer relationships, creating a good work environment, and properly managing department assets.

The Service Manager leads and supports service department employees, oversees service operations and repair quality, manages customer concerns, and works with dealership leadership and other departments. The role also includes maintaining compliance with applicable regulations and company and manufacturer requirements, monitoring staffing and performance, and supporting recruitment, budgeting, and business 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.

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 punitive job actions, including termination.
• Report circumstances that may compromise the integrity of the dealership to management.
• Work 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 department employees follow safety policies and practices and promptly report accidents.
• Obtain, update, and maintain required technical publications, periodicals, and bulletins.
• Quality-check completed jobs and ensure shop equipment is in proper working condition.
• Resolve customer inconveniences, complaints, and misunderstandings fairly and quickly.
• Ensure proper service sales techniques are used.
• Meet with the fixed operations director and general manager at least monthly to review performance, set objectives, and discuss promotional activities and other matters.
• Communicate with customers before issues arise and become involved in 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 of service CSI monthly.
• Serve as liaison with factory representatives in the absence of the fixed operations or service director.
• 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.
• Build 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 federal, state, and local regulations affecting service and parts operations, including hazardous waste disposal and OSHA requirements.
• Assist in developing the annual service budget in connection with 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.
• Deals and discounts through YouDecide, with offers from providers and retailers.

What This Job Offers

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