Service Manager - AutoNation Infiniti Tustin

AutoNation • Tustin, CA

4d • $120,000 - $150,000

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. The role includes operating the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and achieving sales objectives, and maintaining service records. The Service Manager ensures a customer experience that 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 position leads and develops service department employees, oversees department performance and operational processes, ensures compliance with safety and regulatory requirements, and works with dealership management, parts, customers, factory representatives, and technical schools. The stated annual pay range is $120,000 to $150,000.

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 descriptions.
• Document employee behavior that may result in punitive job actions, including termination.
• Report circumstances that 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 on tools, equipment, sublet repairs, and supplies.
• Ensure service department employees follow safety policies and practices and report accidents immediately.
• Ensure required technical publications, periodicals, and bulletins are obtained, kept current, and maintained.
• Quality-check completed jobs.
• Ensure necessary shop equipment is in proper working condition.
• Ensure customer inconveniences, complaints, and misunderstandings are handled fairly and quickly.
• Ensure proper service sales techniques are being used.
• Meet at least monthly with the fixed operations director and general manager to review performance, set future objectives, and discuss promotional activities and other matters.
• Communicate with customers before issues arise and intervene in escalated customer issues.
• Maintain accurate records and ensure warranty parts retention 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 in the absence of the fixed operations or service director.
• Build and maintain customer relationships to encourage repeat and referral business.
• Monitor staffing levels, 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 federal, state, and local regulations affecting service and parts operations, including hazardous waste disposal and OSHA requirements.
• Assist in developing the annual service budget for use with the annual sales forecast.
• Maintain a customer satisfaction index rating 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