Service Manager

ZT Auto•Florence, AL

66d•Onsite

About The Position

The Service Manager oversees the daily operations of the service department, focusing on efficiency, customer satisfaction, and financial performance. This role involves managing a team of service technicians and support staff, developing and implementing service processes, and ensuring compliance with industry regulations and dealership policies. The Service Manager is responsible for financial management, including budgeting and performance analysis, as well as coordinating service schedules and ensuring a safe working environment. Reporting and analysis of department performance are key aspects of this role, requiring the use of data to drive continuous improvement and stay abreast of industry trends.

Requirements

Experience in service operations management.
Proven ability to develop and implement service processes.
Strong understanding of dealership policies, manufacturer requirements, and industry regulations.
Excellent customer service and complaint resolution skills.
Experience in recruiting, training, and supervising staff.
Budget development and management experience.
Financial performance monitoring and analysis skills.
Experience in scheduling and workflow management.
Knowledge of safety procedures and environmental regulations.
Proficiency in reporting and data analysis.
Ability to stay up-to-date with industry trends and advancements.

Responsibilities

Oversee daily operations of the service department to ensure efficient and effective workflow.
Develop and implement service processes and procedures to improve efficiency and customer satisfaction.
Ensure compliance with dealership policies, manufacturer requirements, and industry regulations.
Ensure an exceptional customer experience by maintaining high standards of customer service and satisfaction.
Address and resolve customer complaints and concerns promptly and professionally.
Implement strategies to enhance customer retention and loyalty.
Recruit, train, and supervise service technicians, service advisors, and support staff.
Provide ongoing coaching, support, and performance feedback to the service team.
Foster a positive and collaborative team environment that encourages individual and team success.
Develop and manage the service department budget, including labor costs, parts inventory, and other expenses.
Monitor and analyze financial performance, including revenue, profitability, and cost control.
Implement strategies to achieve and exceed financial targets and goals.
Coordinate and manage service schedules to ensure timely and efficient completion of work.
Monitor and manage the workload of service technicians to optimize productivity and efficiency.
Ensure proper allocation of resources and staffing levels to meet customer demand.
Ensure a safe and clean working environment for all employees and customers.
Implement and enforce safety procedures and protocols to prevent accidents and injuries.
Ensure compliance with all environmental regulations and hazardous waste disposal requirements.
Prepare and present regular reports on service department performance, including key metrics and action plans.
Use data and analytics to make informed decisions and drive continuous improvement.
Stay up-to-date with industry trends, best practices, and technological advancements.