Service Manager - JLR

Bob Moore Auto Group•Oklahoma city, OK

About The Position

The Service Manager is responsible for the overall control of customer service and profitability of the service department. The role supervises service department personnel and operations, manages service hours and repair order flow, promotes customer satisfaction and retention, and supports department sales and profitability. The position also involves working with customers, factory personnel, and the parts manager, maintaining safety and regulatory compliance, and managing shop tools and manuals.

Requirements

High school education or equivalent.
3–5 years of service department experience.
Valid driver's license without restrictions that affect the ability to operate company-owned vehicles, and ability to maintain a clean driving record.
Good interpersonal, time-management, and organizational skills.
Ability to identify and achieve targeted goals.
Excellent written and verbal communication skills, and ability to understand verbal and written instructions and warning labels.
Ability to work well with a range of individuals.
Ability to prioritize multiple jobs.
Ability to communicate clearly with customers and coworkers to ensure an excellent customer experience.
Ability to work independently and/or as part of a team.
Ability to respond effectively to inbound and outbound phone calls.
Strong attention to detail, professional demeanor, and a positive, can-do attitude.
Ability to pass a drug/alcohol urinalysis and drive a vehicle.
Ability to meet the stated physical demands, including standing, walking, lifting, and other activities.

Nice To Haves

Previous advisor, technician, or related management experience.

Responsibilities

Supervise service department staff, including advisors, technicians, cashiers, and service receptionists.
Manage sold and unsold service hours.
Meet with dissatisfied customers and factory personnel.
Maintain high technician productivity through training programs and dispatching work according to skill levels.
Coordinate inventory stocking requirements with the parts manager to support a high level of service.
Control expenses, including shop supplies and policy adjustments.
Increase sales and gross profit by generating new business through mailings, coupons, and customer contact strategies.
Control repair order flow and supervise open repair reports and work in process.
Maintain conformity with government regulations, including OSHA safety and hazardous waste disposal requirements, and enforce work-area safety precautions.
Control shop tool inventory and shop manuals, purchasing current items at the lowest expense.
Use a personal device for multi-factor authentication to add security for company network and site access.
Promote high customer satisfaction scores and retention percentages.
Perform other responsibilities as assigned.