Bloomington Toyota Service Operations Manager
About The Position
The Service Operations Manager supports daily service department operations, customer satisfaction, profitability, staff performance, and warranty administration at Bloomington Toyota. The role helps the Service Manager track department results, assign repair orders to technicians according to their capabilities, resolve customer questions and complaints, maintain clean customer areas, and ensure service processes and company policies are followed. This position supervises and supports department staff, including Service Administrator(s). It includes hiring coordination, training, scheduling, performance management, employee relations, and staff development. The manager also oversees warranty repair quality and administration, including reviewing and submitting claims, reconciling manufacturer payments, resolving claim issues, maintaining audit-ready paperwork, and explaining warranty procedures to internal customers. The role may also cover service employee duties, book warranty tickets, close repair orders, and assist with cashiering as needed.
Requirements
- Must be at least 18 years of age.
- At least one year of service writing experience.
- Strong data-entry skills for computer and warranty systems.
- Ability to use current computer software, including Word, Excel, and manufacturer websites.
- Excellent phone and computer skills; proficiency in DealerSocket is required.
- Ability to assess and report on warranty repairs.
- Good interpersonal and communication skills.
- Extremely detail-oriented.
- Positive attitude and ability to work well in a team environment.
- Customer-service mentality and professional demeanor.
- Valid driver’s license and acceptable driving record.
- Must wear safety eyewear and hard-toed, slip-resistant footwear while in dealership service departments.
Nice To Haves
- ADP experience is highly desired.
- Understanding of automotive parts and cars is desired.
- Prior supervisory or management experience is a plus.
Responsibilities
- Promote services, manufacturer programs, and key performance indicators.
- Help ensure service staff build strong customer relationships and exceed customer expectations.
- Assist the Service Manager with tracking department sales and gross profit, customer effective labor rate, customer flat-rate hours per repair order, and technician productivity.
- Help assign repair orders to technicians based on their capabilities.
- Answer customers’ technical questions about vehicle needs and resolve complaints.
- Keep the service drive, cashier lobby, and customer lounge clean.
- Cover service employee duties when needed due to illness, training, or vacation.
- Help ensure service department customer satisfaction and profitability goals are met.
- Train staff on company policies and ensure adherence to those policies.
- Motivate, counsel, and monitor staff performance; conduct disciplinary action or performance improvement plans as needed and complete annual performance evaluations.
- Assess staff productivity and efficiency and recommend promotions or other status changes.
- Complete employee terminations for policy violations with HR approval.
- Manage staff pay rates, hours, schedules, time off, and other administrative duties.
- Coordinate with Recruiting to interview and hire department staff.
- Address employee relations issues and escalate concerns to HR when necessary.
- Monitor implementation of company initiatives and legal compliance measures, and regularly communicate company news.
- Ensure employees follow Walser service processes and scripts.
- Support staff career and professional development, lead by example, and advocate for staff.
- Ensure warranty repairs meet high quality standards and support customer satisfaction.
- Check, verify, and process vehicle warranty forms and claim information according to manufacturer conditions.
- Process and reconcile manufacturer and concessionaire claim settlements and payment summaries; investigate and record underpayments and overpayments and recommend amounts for write-off.
- Correct and resubmit valid rejected claims, and report claims that cannot be resubmitted.
- Ensure appropriate charges are made on goodwill claims.
- Investigate overdue, unsettled, or short-paid claims and discuss issues with manufacturer or concessionaire representatives and staff.
- Explain warranty conditions and procedures to internal customers.
- Maintain warranty claim paperwork and filing to provide a clear audit trail for manufacturer or concessionaire audits.
- Book warranty tickets when necessary, including when the Service Administrator is absent.
- Close customer-pay and internal repair orders when necessary.
- Assist with end-of-day cashier close, cashiering customers, and training cashiers when needed.
- Wear safety eyewear and hard-toed, slip-resistant footwear in dealership service departments.
- Perform other duties, tasks, or projects as assigned.
- Uphold Walser’s core values: Do The Right Thing, Lead By Example, Display Positive Energy, and Be Open Minded.
Benefits
- Paid time off (PTO).
- Career growth, advancement opportunities, mentorship, and career paths.
- Up to $10,000 in fertility treatment and adoption financial assistance.
- Medical, dental, and vision coverage, plus HSA and FSA plans.
- Blue Cross Blue Shield medical coverage and additional wellness benefits.
- Company-paid life insurance.
- 401(k) with employer match.
- Paid clothing program with branded Walser apparel offered twice a year.
- Employee discounts across products and services.
- Employee Resource Groups.
- Volunteer opportunities through the Walser Foundation.
- Employee Assistance Program (EAP).
- Referral program with referral bonuses.
- Base salary of $70,000–$100,000 annually with incentive opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
