Service Manager

Automotive Career Professionals•Fairfield, CA

16d•Onsite

About The Position

This Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. This Service Manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining objectives and maintaining service records. This Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and improving customer satisfaction, also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department. This position interacts daily with Customers, Service Advisors, Technicians, Parts Associates, Parts Managers, Sales Managers and other store Associates, just to name a few.

Requirements

Three to Five years' experience in Franchise Dealership Service Department
Excellent verbal and written communication and interpersonal skills
Proficient knowledge of dealership computer systems
Must have a valid driver’s license
Demonstrated customer service skills
Previous industry knowledge of overall operations, management and wholesale relations

Responsibilities

Assist all subordinate service staff in all phases of their job descriptions
Report to management any circumstances that compromise the integrity of the dealership
Collect accounts receivable for service work
Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately
Ensure that all required technical publications, periodicals, bulletins, ect… are obtained, kept up-to-date and properly maintained
Quality check completed jobs
Ensure that all the necessary shop equipment is in proper working condition
Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
Ensure that proper service sales techniques are being used
Communicate with customers before issues arise and get involved in escalated customer issues
Maintain accurate records and ensure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals
Maintain the highest possible standards of workmanship, advise technicians of service CSI on a monthly basis
Serve as liaison with factory representatives in the absence of fixed operations or service director
Establish and maintain a good working relationship with customers to encourage repeat referral business
Assure proper repair order flow to satisfy warranty/dealership/business office requirements
Hire, train, motivate, counsel and monitor the performance of all service department staff
Maintain customer satisfaction index rating above that of manufacturer or dealership average