Service Manager

Responsibilities

• Ensure customers receive prompt, courteous, and effective service


• Serve as a liaison between technicians and customers


• Take ownership of customers’ experience by carrying out additional assignments, enabling the dealership to leave a positive impression with the customer


• Manage and hire technicians and service advisors


• Interview and make new hires


• Train, mentor, and develop Service Advisors to ensure exceptional customer service and departmental performance


• Distribute work between technicians


• Prioritize required services


• Maintain an efficient, well-run, and profitable service department


• Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability


• Review and maintain accurate Work In Process (WIP) reports


• Oversee and ensure timely and accurate warranty claim submissions


• Ensure customers have a positive dealership experience


• Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals


• Analyze CSI results and implement processes to improve customer satisfaction and retention


• Provide concierge support for all owner inquiries, whether via phone or in person, to ensure the customer does not get mishandled


• Spend quality time building relationships with customers


• Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word


• Work closely with Parts and Sales departments to ensure operational success and customer satisfaction

Requirements

• Previous automotive Service Manager experience required


• Strong technical automotive knowledge


• Demonstrated ability to lead, motivate, and manage service department personnel


• Proven ability to train and develop Service Advisors and technicians


• Knowledge and experience with Work In Process (WIP) reporting


• Experience with warranty administration and warranty claim submissions


• Understanding of CSI programs and customer retention strategies


• Organized, detail-oriented, and customer-focused personality


• Excellent communication and problem-solving skills


• Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis


• Dealership experience required


• Experience with Dealertrack and Xtime is a plus