Service Manager - AN Chevy Mesa

AutoNation • Mesa, AZ

3d

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 at maximum production, controls costs, builds a loyal clientele, maintains good employee relationships, sets and obtains sales objectives, and maintains service records. The Service Manager ensures the customer experience meets or exceeds the manufacturer’s customer satisfaction index and monitors and improves customer satisfaction through customer relationships, a positive work environment, and proper management of department assets.

The manager leads and develops service department personnel, oversees service operations and customer concerns, maintains records and required reporting, supports safe and compliant operations, and works with dealership leadership, parts, technicians, customers, and factory representatives to meet department objectives.

Requirements

• High school diploma or equivalent.
• Three to five years of experience in an auto repair facility.
• Two or more 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.
• Demonstrated customer service skills.

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 descriptions.
• Document employee behavior that may result in punitive job actions, including termination.
• Report circumstances that compromise the integrity of the dealership to management.
• Work with the parts department to ensure proper stocking of high-use parts.
• Collect accounts receivable for service work.
• Obtain competitive bids for tools, equipment, sublet repairs, and supplies.
• Ensure service department employees follow safety policies and practices and immediately report accidents.
• Ensure required technical publications, periodicals, and bulletins are obtained, updated, and maintained.
• Quality-check completed jobs.
• Ensure shop equipment is in proper working condition.
• Ensure customer inconveniences, complaints, and misunderstandings are handled fairly and promptly.
• Ensure proper service sales techniques are used.
• Meet at least monthly with the fixed operations director and general manager to review performance, set objectives, discuss promotions, and address other matters.
• Communicate with customers before issues arise and intervene in escalated customer issues.
• Maintain accurate records and warranty-parts retention 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 in the absence of the fixed operations or service director.
• Build and maintain customer relationships that encourage repeat and referral business.
• Monitor staffing levels, compensation levels, and department turnover.
• Ensure proper repair-order flow to satisfy warranty, dealership, and business office requirements.
• Maintain reporting systems required by the general manager, company, and manufacturer.
• Build relationships with vocational and technical schools to support recruitment.
• Direct and schedule the activities of department associates.
• Hire, train, motivate, counsel, and monitor the performance of service department staff.
• Understand and comply with applicable federal, state, and local regulations affecting service and parts operations.
• Assist in developing the annual service budget for use with 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.
• Access to deals and discounts through YouDecide, a website with offers from providers and retailers.

What This Job Offers

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