Service Manager

Lou Sobh Kia of Newnan•Newnan, GA

23d

About The Position

The Service Manager oversees the dealership’s service department, ensuring customers receive prompt, courteous, effective service and a positive dealership experience. The role serves as a liaison between technicians and customers, takes ownership of customer concerns, and provides concierge support for owner inquiries in person or by phone. The manager builds customer relationships and works to maintain customer satisfaction and retention. The position manages, hires, trains, mentors, and develops technicians and Service Advisors; distributes and prioritizes work; and maintains an efficient, well-run, and profitable department. It monitors shop productivity, efficiency, labor sales, and profitability; maintains accurate Work In Process (WIP) reports; and oversees timely, accurate warranty claims. The Service Manager reviews CSI results and implements improvements to meet or exceed monthly manufacturer goals. The role also prepares weekly service department reports using Microsoft Excel and Word and works closely with Parts and Sales to support operations and customer satisfaction.

Requirements

Previous automotive Service Manager experience.
Strong technical automotive knowledge.
Demonstrated ability to lead, motivate, and manage service department personnel.
Ability to train and develop Service Advisors and technicians.
Knowledge and experience with Work In Process (WIP) reporting.
Experience with warranty administration and warranty claim submissions.
Understanding of CSI programs and customer retention strategies.
Organized, detail-oriented, and customer-focused approach.
Excellent communication and problem-solving skills.
Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis.
Dealership experience.

Nice To Haves

Experience with Dealertrack and Xtime.

Responsibilities

Ensure customers receive prompt, courteous, and effective service.
Serve as a liaison between technicians and customers.
Take ownership of the customer experience and carry out additional assignments that help create a positive dealership impression.
Manage and hire technicians and Service Advisors; interview candidates and make hiring decisions.
Train, mentor, and develop Service Advisors to support exceptional customer service and departmental performance.
Distribute work among technicians and prioritize required services.
Maintain an efficient, well-run, and profitable service department.
Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability.
Review and maintain accurate Work In Process (WIP) reports.
Oversee timely and accurate warranty claim submissions.
Ensure customers have a positive dealership experience and provide concierge support for owner inquiries by phone or in person.
Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals.
Analyze CSI results and implement processes to improve customer satisfaction and retention.
Build relationships with customers by spending quality time with them.
Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word.
Work closely with Parts and Sales departments to support operational success and customer satisfaction.