Service Manager - VW & Volvo

McKenna Motor Company Inc•Cerritos, CA

About The Position

The Service Manager is responsible for overseeing the service and repair of vehicles brought to the dealership. The Service Manager is responsible for operations, profitability, employee supervision and satisfaction, and customer satisfaction in the service department.

Requirements

Experience with managing a high volume service department is desired
Experience with ADP or similar Dealer Management Systems preferred
Experience with Microsoft Word, Outlook and Office applications required
Strong communication, interpersonal and management skills
Ability to develop knowledge of the service team’s strengths and opportunities
Experience with developing and implementing structured business processes
Valid driver's license with a clean driving record
Bachelor’s degree preferred
At least 5 years of automotive Service Manager and customer service experience
Ability to lift a minimum of 25lbs, and maximum of 50lbs
Ability to move around the dealership comfortably
Ability to get in and out of an automobile comfortably
Prolonged periods of standing, stooping, bending, and walking

Responsibilities

Maintain the profitability of a large, high volume service department with over 60 technicians and over 20 service advisors
Develop and maintain great working relationships with vendors, internal management team, and employees
Fulfill all service activities needed to meet or exceed operating plan goals
Direct and schedule the activities of all department employees and monitor payroll records
Monitor customer service trends to make necessary improvements that produce excellent customer experience
Understand and enforce the manufacturers' warranty policies and procedures
Understand, keep abreast of, and comply with Federal, State, and local regulations that affect Service & Parts operations, such as waste disposal, OSHA Right to Know, etc.
Maintain the highest possible standards of workmanship
Facilitate, conduct, or send employees to appropriate training as needed
Conduct periodic spot checks of completed jobs for thoroughness and quality
Control the performance of the department using: Daily Operating Control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts
Monitor repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per Service Advisor, etc.
Handle customer complaints and maintain high customer satisfaction standards.
Partner with HR and upper management to make service department hiring and disciplinary decisions
Reinforces company policies and adheres to company standards
Other duties as assigned