SERVICE MANAGER

Job Description SUMMARY Operate an efficient and profitable Service Department.

Maintain a productive staffing, increase customer retention, control expenses, achievement of objectives, and maintain organized service records.

Ensures the daily staffing of personnel is ample to properly handle projected production levels and provide consistent good guest satisfaction.

ESSENTIAL DUTIES include the following; other duties may be assigned as needed Operational Maintains reporting systems required by general management and the factory Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys Monitors technicians' daily productivity reports and corresponding payroll records Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

Understands and ensures compliance with manufacturer warranty and policy procedures Accounts for all documents; ensures that none are missing and all are processed correctly Monitors and follows up on parts orders with the parts manager to ensure availability Reviews all repair orders for 3-C’s, accuracy and good explanation of concern and story Ensures high-quality service repairs and minimizes comebacks.

Conducts periodic spot checks of completed jobs for thoroughness and quality Oversees warranty claims processing, reviews warranty policy adjustments, understands and applies warranty guidelines, ensures correct processing of claims, and communicates warranty information and clarifications to customers Serves as liaison with factory representatives Ensures the proper care, storage, and inventory of special tools Ensures that customers' service files are up-to-date and readily available for reference Personnel Hires, trains, motivates, counsels, and monitors the performance of all service department staff Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed Fosters professional employee development and coordinates with department managers to determine need for advanced training Holds scheduled department meetings Directs and schedules the activities of all department employees Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities Profit / Growth Forecasts goals and objectives for the department and strives for achievement Assists in preparation and administers monthly operating budget for the service department Develops and implements a marketing plan that promotes new and repeat business Develops dealership service and parts pricing plans in unison with the Parts Management Team Works with Fixed operation management to find ways to improve the overall profitability of the dealership Prepares pricing guides and maintenance menus for frequently used labor operations Guest Relations Establishes and maintains good working relationships with guests to encourage repeat and referral business Makes guest satisfaction a department priority, ensuring that service personnel are courteous and respectful in their interaction with guests Handles guest complaints immediately and according to dealership's guidelines Ensures that the work areas and guest waiting area are kept clean Ensures that all guests are greeted promptly and given accurate estimates on costs and time required for repairs and maintenance Maintains a 24-hour follow-up with all guests to confirm satisfaction with the service experience Misc.

Attends manager’s meetings Strives for harmony and teamwork within the department and with all other departments Keeps abreast of new equipment and tools available and recommends purchases Maintains safe work environment Maintains a professional appearance QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Must pass pre-employment screening.

EDUCATION and/or EXPERIENCE: Formal education level sufficient to provide a high degree of interpersonal skills, written and verbal communication skills and mathematical skill necessary to perform complex calculations and interpret financial and budget statements.

Extensive Auto Dealership experience in both service sales and management.

Strong computer skills including proficiency with the Internet, Microsoft Office applications and Dealership management tools.

Reasoning Ability strong interpersonal and problem solving reasoning skills are required.

LANGUAGE SKILLS: excellent verbal, reading and writing skills in English both written and electronic.

Spanish bi-lingual verbal, reading and writing skills are non-essential but preferred.

CERTIFICATES, LICENSES, REGISTRATIONS: valid insurable Illinois State driver’s license Physical Demands walking distances and standing for long periods are required.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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