Service Manager

Bob Moore Auto Group, LLC•Oklahoma City, OK

23d

About The Position

The Service Manager is responsible for overall control of customer service and profitability in the service department. The role supervises department staff, manages service workload and repair order flow, supports technician productivity, coordinates with the parts manager, controls expenses and shop resources, and promotes customer satisfaction and retention. The manager also meets with dissatisfied customers and factory personnel, maintains compliance with safety and environmental regulations, and may travel infrequently within or outside the area. The position involves regular interaction with customers and coworkers, use of standard office equipment, and work in conditions that may include outside weather, fumes or airborne particles, extreme cold, and extreme heat. Physical requirements include standing, walking, sitting, using hands, reaching, climbing or balancing, stooping, kneeling or crouching, and lifting. The employee must be able to drive and pass a drug/alcohol urinalysis.

Requirements

High school education or equivalent.
3–5 years of service department experience.
Valid driver’s license without restrictions affecting 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; 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 effectively respond to inbound and outbound phone calls.
Strong attention to detail, professional demeanor, and positive ‘can do’ attitude.
Ability to pass a drug/alcohol urinalysis and drive a vehicle.
Ability to meet the physical demands of the job, including lifting up to 25 pounds regularly, up to 50 pounds frequently, and in excess of 100 pounds occasionally with proper assistance.

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 hours.
Meet with dissatisfied customers and factory personnel.
Maintain technician productivity through training programs and dispatching work according to skill levels.
Coordinate service inventory stocking requirements with the parts manager.
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 requirements and hazardous-waste disposal, and enforce work-area safety precautions.
Control shop tool inventory and shop manuals, purchasing current items at the least expense.
Use a personal device for multi-factor authentication to provide an additional layer of security for company network and site access.
Promote high customer satisfaction scores and retention percentages.
Perform other responsibilities as assigned.