Service Manager - AutoNation Infiniti Tustin

AutoNation • Tustin, CA

2d

About The Position

The Service Manager is responsible for the customer-focused and efficient operation of the dealership’s service department. The role operates the department to maximize production, control costs, build a loyal clientele, maintain strong employee relationships, achieve sales objectives, and maintain service records. The manager ensures the customer experience meets or exceeds the manufacturer’s customer satisfaction index, monitors and improves customer satisfaction, builds customer relationships, fosters a good work environment, and properly manages department assets.

The Service Manager leads service department personnel and operations, including staffing, training, performance management, shop equipment, parts coordination, repair order flow, warranty requirements, service reporting, safety, regulatory compliance, budgeting, and customer issue resolution. The position works with dealership leadership and factory representatives and maintains relationships with customers and vocational and technical schools.

Requirements

• High school diploma or equivalent.
• Three to five years of experience in an auto repair facility.
• At least two years of supervisory experience.
• Excellent verbal and written communication and interpersonal skills.
• Proficient knowledge of dealership computer systems.
• Valid driver’s license.
• Ability to drive manual transmission vehicles.

Nice To Haves

• Previous industry knowledge of overall operations, management, and wholesale relations.

Responsibilities

• Assist subordinate service and sales personnel in all phases of their job responsibilities.
• Document employee behavior that may lead to punitive job actions and report circumstances that could compromise dealership integrity to management.
• Coordinate with the parts department to ensure appropriate stocking of frequently used parts.
• Collect accounts receivable for service work and obtain competitive bids for tools, equipment, sublet repairs, and supplies.
• Ensure employees follow safety policies and practices and immediately report accidents.
• Obtain, update, and maintain required technical publications, periodicals, and bulletins.
• Quality-check completed jobs and ensure shop equipment is in proper working condition.
• Resolve customer inconveniences, complaints, and misunderstandings fairly and promptly; communicate with customers proactively and handle escalated issues.
• Meet at least monthly with the fixed operations director and general manager to review performance, set objectives, and discuss promotions or other matters.
• Maintain accurate records and retain warranty parts in accordance with manufacturer requirements and company policies and procedures.
• Maintain high workmanship standards and advise technicians monthly of service CSI results.
• Serve as liaison with factory representatives when the fixed operations or service director is absent.
• Build and maintain customer relationships that encourage repeat and referral business.
• Monitor staffing and compensation levels and department turnover.
• Ensure repair order flow meets warranty, dealership, and business office requirements.
• Maintain reporting systems required by the general manager, company, and manufacturer.
• Build working relationships with vocational and technical schools to support recruitment.
• Direct and schedule department associates; hire, train, motivate, counsel, and monitor service department staff performance.
• Comply with federal, state, and local regulations affecting service and parts operations, including hazardous waste disposal and OSHA right-to-know requirements.
• Assist in developing the annual service budget for the annual sales forecast.
• Maintain a customer satisfaction index rating above the manufacturer or dealership average.

Benefits

• Competitive compensation.
• 401(k) matching.
• Health, dental, and vision insurance plans.
• Maternity benefits.
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear.
• Deals and discounts through YouDecide.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED