Service Manager - JLR

Bob Moore Auto Group, LLC•Oklahoma City, OK

About The Position

The Service Manager is responsible for overall control of customer service and profitability in the service department. The role supervises service department staff, manages department workflow and performance, supports customer satisfaction and retention, and ensures compliance with safety and regulatory requirements. The position may require infrequent travel within or outside the area.

Requirements

High school education or equivalent.
3–5 years of service department experience.
Valid driver's license without restrictions that affect the ability to operate company-owned vehicles, and ability to maintain a clean driving record.
Good interpersonal, time management, and organizational skills.
Ability to identify and achieve targeted goals.
Excellent written and verbal communication skills, including the ability to understand verbal and written instructions and warning labels.
Ability to work well with a range of individuals.
Ability to prioritize multiple jobs.
Ability to communicate clearly with customers and coworkers to ensure an excellent customer experience.
Ability to work independently and/or as part of a team.
Ability to effectively respond to inbound and outbound phone calls.
Strong attention to detail, a professional demeanor, and a positive, can-do attitude.
Must be able to pass a drug/alcohol urinalysis and drive a vehicle.

Nice To Haves

Previous advisor, technician, or related management experience.

Responsibilities

Supervise Service Department staff, including advisors, technicians, cashiers, and service receptionists.
Manage sold and unsold hours.
Meet with dissatisfied customers and factory personnel.
Maintain high technician productivity through training programs and appropriate dispatching based on skill levels.
Coordinate inventory stocking requirements with the parts manager to support a high level of service.
Control expenses, including shop supplies and policy adjustments.
Increase sales and gross profit by generating new business through mailings, coupons, and customer contact strategies.
Control repair order flow and supervise open repair reports and work in process.
Maintain conformity with government regulations, including OSHA safety requirements and hazardous waste disposal rules, and enforce work-area safety precautions.
Control shop tool inventory and shop manuals, purchasing current items at the least expense.
Use a personal device for multi-factor authentication to provide an additional layer of security for company network and site access.
Promote high customer satisfaction scores and retention percentages.
Perform other responsibilities as assigned.