BERT OGDEN MAZDA SUBARU VOLVO SERVICE MANAGER

Bert Ogden Motors Inc•Edinburg, TX

11d

About The Position

The Service Manager oversees all aspects of the service department, working with service advisors, technicians, and support staff to manage capacity, sales, expenses, and the Customer Service Index. The manager ensures efficient, high-quality repairs and customer satisfaction, supports and develops the service team, and maintains department performance, certification, and financial targets. The role is performed primarily at a desk in an office setting and includes frequent clerical and administrative responsibilities and interaction with managers and employees. It also involves occasional lifting, standing, crawling, reaching, stair use, social gatherings, and travel. Applicants must have a valid Texas Driver's License, pass a background check and drug test, and be at least 21 years old.

Requirements

Extensive knowledge of industry standards and best practices, including company and manufacturer details.
Good time-management skills to handle service and customer problems that arise during the business day.
Customer-service skills to resolve complaints efficiently and encourage repeat business.
Teamwork skills to encourage collaborative performance by the service team.
Verbal and written communication skills to interact effectively with customers and the service team.
At least two years of previous automotive-industry work experience, typically as an Automotive Service Technician, Mechanic, or Automobile Service Advisor.
Prior management and sales experience is generally expected for success in the role.
Valid Texas Driver's License.
Pass a background check and drug test.
Must be at least 21 years old.
Able to lift up to 20 pounds at times.
Able to perform occasional lifting, standing, crawling, reaching, and stair use.

Responsibilities

Ensure repairs are performed correctly and efficiently by qualified technicians and maintain a consistently high level of customer satisfaction.
Recruit, hire, and motivate qualified service technicians; help them develop their skills and create a comprehensive training program for each employee.
Assign repairs to technicians efficiently, provide technical support when needed, and monitor repair-order progress throughout the day.
Maintain high-quality repairs and minimize comebacks; conduct spot checks of completed work and road-test vehicles for quality assurance.
Ensure documents are complete and processed correctly; monitor technicians’ daily productivity reports and corresponding payroll records.
Establish and maintain a customer follow-up program to confirm satisfaction with the service experience.
Handle customer complaints within 24 hours and inform other managers as appropriate.
Fill in for service advisors as necessary.
Ensure subordinates meet performance expectations or have written and signed plans addressing deficiencies.
Maintain X-time utilization above 90%.
Maintain department certification, meet incentive program requirements—including CSI at least above the region—and adapt to future requirements.
Ensure the department maintains either 20% net profit or 40% fixed absorption.
Keep open repair orders under 30 per advisor and ensure all receivable schedules are current.
Perform other duties as assigned.