Service Director

Description

POSITION SUMMARY

Are you a dynamic leader with a passion for driving service excellence? We're looking for a Service Director to lead and grow our service division, overseeing mechanical repair operations across multiple locations. This role is responsible for delivering exceptional guest experiences-both internally and externally-by developing and executing effective service strategies, managing performance, and fostering a high-performing team. Key responsibilities include creating service policies and procedures, monitoring operational metrics, resolving service issues, managing budgets, and recruiting and developing top-tier talent.

POSITION TECHNICAL RESPONSIBILITIES

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

Staff Management: Hire, train, coach, and motivate team members; implement progressive discipline and drive high performance.

Customer Service Coaching: Guide staff in communication, conflict resolution, and service excellence.

Team Liaison: Serve as the link between the company and technicians/detailers maintaining vehicle sales inventory.

Performance Oversight: Monitor service metrics, quality, and customer satisfaction; identify areas for improvement.

Procedure Development: Create and enforce consistent service processes and issue-resolution protocols.

Strategic Planning: Set service standards, research best practices, and develop customer experience strategies.

Budget Management: Allocate resources effectively across operations, training, and services.

Customer Interaction: Handle inquiries and complaints professionally to foster positive customer relationships.

Issue Resolution: Address and resolve service concerns promptly and effectively.

Stakeholder Collaboration: Build partnerships across departments, vendors, and external partners.

Clear Communication: Convey information accurately to all stakeholders.

Time & Task Management: Prioritize responsibilities and manage multiple projects to meet deadlines.

Trust Building: Cultivate credibility with customers and business partners.

Market Analysis: Conduct research to identify trends, customer needs, and areas for service improvement.

Vehicle Operations: Safely operate company vehicles and comply with traffic laws and internal protocols.

Workspace Maintenance: Keep the company vehicle clean, organized, and safe.

Other Duties: Perform additional responsibilities as assigned. Requirements

Education

Business degree highly preferred.

Associate's degree in automotive service minimum requirement. Required Knowledge, Skills, and Abilities:

Strong ability to build and maintain client relationships.

Excellent verbal, written, and interpersonal communication skills.

Superior time management, organization, and multitasking abilities.

Solid understanding of strategic planning, resource allocation, leadership, and team coordination.

Working knowledge of tools and machinery, including use, maintenance, and repair.

Proficient in customer service principles - needs assessment, service quality, and satisfaction evaluation.

Familiarity with office systems, including word processing, file management, and administrative procedures.

Skilled in performance monitoring and continuous improvement practices.

Ability to motivate, lead, and identify talent within teams.

Adaptability in adjusting actions based on others' needs.

Strong analytical and critical thinking for problem-solving and decision-making.

Competent in cost-benefit analysis to determine effective solutions.

Active listening and comprehension of ideas from all levels-guests, team members, and leadership.

Clear and effective communicator, both spoken and written.

Ability to interpret and apply written information to real-world situations. Experience:

6-8 years of leadership experience required.

8-10 years of hands-on industry experience, especially technician/service writer experience, required.

2-3 years of previous experience with Shopkey and Salesforce program or other similar shop management program(s) strongly preferred.

2-3 years of intermediate experience with Microsoft Word programs and other applicable computers systems preferred. License(s)/Certification(s):

Current driver's license required.

ASE or equivalent certification preferred.