Honda Burnsville Service Operations Manager

Walser Automotive Group•Burnsville, MN

9d•$55,000 - $80,000•Onsite

About The Position

For more than 70 years, Walser Automotive Group has put people first: our customers, our employees, and our communities. As a family-owned, family-run company, we’ve grown to 29 dealerships representing 26 brands across Minnesota, Kansas, and Illinois. We lead with innovation, technology, and a promise to deliver an exceptional experience every time. And your work here matters: a portion of every vehicle sold and serviced supports the Walser Foundation, investing in schools, nonprofits, and workforce programs in our communities. At Walser, success starts with people. Join us to build a career where you can grow, belong, and make a real impact.

Requirements

Must be at least 18 years of age
Minimum one year service writing experience
Must have strong data entry skills to enter information onto the computer and other warranty systems
Ability to operate current computer software (Word, Excel, Manufacturer website, etc.)
Excellent phone and computer skills (proficiency in DealerSocket required)
A good understanding of automotive parts and cars is desired
Ability to assess and report on warranty repairs
Good interpersonal and communication skills
Must be extremely detail oriented
Must have a positive attitude and work well in a team environment
Customer service mentality and professional demeanor
Must have a valid driver’s license and acceptable driving record

Nice To Haves

ADP experience highly desired
Prior supervisory or management experience a plus

Responsibilities

Display, merchandise, and promote services, manufacturer programs, and KPI
Assist in ensuring that service department staff establishes and maintains good relationships with customers and to exceeds their expectations
Assist Service Manager in performing daily, weekly, and monthly tracking of department sales and gross profit, customer effective labor rate, customer flat rate hours per R.O., and technician productivity
Assist in Ensuring work RO’s get designated to the appropriate technician based on the technician’s capabilities (i.e., Lube Tech completes Lube work, Journeyman completes more complex diagnostic/repair work)
Ability to provide answers to customers’ technical questions regarding vehicle needs and resolve customer complaints to meet customer satisfaction
Ensure that the service drive, cashier lobby, and customer lounge areas are kept clean at all times
Assist in filling in for service employees in the event of illness, training, or vacation
Ensure that overall service department CSI is at or above nation and profitability goals are met
Train and manage staff in company policies and ensure adherence to all company policies
Motivate, counsel and monitor the performance of all department staff conducting disciplinary action or PIPs as needed and administer annual performance evaluations for staff with thoughtful feedback
Appraise staff productivity and efficiency for the purpose of recommending promotions or other changes in status
Complete employee terminations based on policy violations with HR approval
Manage all staff pay rates and hours worked, schedules, time off, and other administrative duties
Coordinate with the Recruiting Department to interview and hire department staff
Ensure that any employee relations issues or concerns are addressed and escalated to HR when necessary
Monitor and assist in the implementation of company initiatives and legal compliance measures and ensure the communication of company news on a regular basis
Ensure Walser service processes and scripts are followed by employees
Support the career and professional development of staff
Lead by example and be an advocate for staff
Ensure warranty repairs are carried out to the highest standards of quality possible to ensure customer satisfaction
Responsible for checking, verifying, and processing vehicle warranty forms
Record, check, and process all claim information in line with manufacturer conditions
Process and reconcile claim settlement paperwork received from manufacturers and concessionaires
Receive and reconcile payment summaries from concessionaires and record all under/overpayments, making enquiries and investigations as appropriate and recommending sums for write off
Correct and resubmit rejected claims where it is felt that the claim is valid. Reporting on claims rejected for which a resubmission is not possible
Ensure that correct charges are made as appropriate on goodwill claims
Proactively investigate overdue claims and discuss issues raised with manufacturer/concessionaire representatives and fellow staff as appropriate
Investigate and query unsettled and short paid claims, and assess their causes
Help to ensure a customer-satisfying level of service in respect of warranty work performed
Explain warranty conditions and procedures to internal customers to avoid misunderstanding and conflict
Control all filing of claim paperwork to ensure a clear audit trail which can be clearly followed and proven to any manufacturer’s /concessionaire’s warranty auditor
Book Warranty tickets when necessary (i.e. in Service Administrator’s absence)
Close customer pay and internal repair orders when necessary
Assist in end of day cashier close, cashiering customer and training cashiers when necessary
Must wear safety eyewear at all times when in dealership service departments
Must wear hard-toed shoes and slip resistant footwear in when in dealership service departments
All other duties, tasks and/or projects as assigned