Service Manager - Lincoln North Miami

Warren Henry Auto Group•North Miami, FL

1d•Onsite

About The Position

The Service Manager’s key responsibility is maximizing the efficiency, revenue and productivity of the service department. This role involves planning and directing departmental goals, developing and maintaining standard operating procedures, and promoting the sale of services, parts, and accessories. The Service Manager will lead and manage a technical team, monitor financial statements, and ensure compliance with various risk areas and regulations. This position also focuses on customer satisfaction, technician development, and maintaining strong relationships with manufacturers and other department managers.

Requirements

Bachelor's Degree (BA) from four-year college or university required or a minimum 5 years of previous automotive service management experience at a high volume store.
Proficient user of Microsoft Office (Outlook, Word, Excel).
Ability to multitask and communicate effectively as well as being highly organized and flexible.
Outstanding leadership skills which focus on treating employees with respect.
Comfortable with ambiguity in a dynamic, changing environment.
Unwavering commitment to ethical business practices.

Responsibilities

Plans and directs departmental goals and objectives to be in line with the company’s mission and vision.
Responsible for driving improvement and productivity of the service department by developing, maintaining and ensuring adherence to standard operating procedures (SOP’s), and company/factory policies.
Promotes the sale of appropriate services, parts and accessories and associated service needs.
Leading and managing a dedicated technical team and monitoring efficiency and productivity.
Audits/monitors various risk areas for compliance such as cash register, safety compliance, dealer license plates, flag/flat rate practices, applicable federal, state and local regulations as they relate to working permits and other key areas.
Monitors service financial statements.
Maintains cash, warranty/extended warranty, work in process, service policy and sublet schedules.
Expedite internal repairs and pre-owned reconditioning.
Reviews all aging repair orders with staff on a daily basis.
Checks vehicles for open recalls and arrange for repair.
Maintain XTIME DMS and pricing.
Assists consumer affairs, Tech Line, DTS, DPSM, FOM with all customer concerns and vehicle buy backs.
Maintain MPI pricing and ensure proper usage by employees.
Administer alternate transportation programs.
Administer customer retention programs and remove all non-retained from inner circle.
Maintains reporting of various processes and systems and keeps GM abreast of all items.
Develops the capability of the technical team by planning and coordinating appropriate technical training and certification for technician completion to support dealership objectives.
Ensures up-to-date compliance on factory related/mandated training.
Maintain shop equipment ensuring proper maintenance schedule is followed.
Sets, monitors and drives the achievement of performance targets of Service Consultants, Technicians and support staff.
Maintains relationships with customers and ensures exceptional customer satisfaction index and mystery shop scores are achieved to meet or exceed manufacturer standards.
Interfaces with department managers to improve operations, performance and profitability.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Develops and implements marketing plans to promote new and repeat business.
Maintains outstanding business relationships with manufacturer.
Oversees technician shop hours and proper submission to payroll.
Collaborates with human resources for employee hiring, terminations, performance review and discipline.