The Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. The service manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales objectives and maintaining service records. The Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturer’s customer satisfaction index and for monitoring and improving customer satisfaction. The service manager also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department.
Assist all subordinate service and sales personnel in all phases of their job descriptions
Properly document employee behavior that may result in punitive job actions such as termination
Report to management any circumstances that compromise the integrity of the dealership
Work with the parts department as appropriate to ensure proper stocking of high use parts
Collect accounts receivable for service work
Obtain competitive bids on all tools, equipment, sublet repairs, supplies, ect…
Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately
Ensure that all required technical publications, periodicals, bulletins, ect… are obtained, kept up-to-date and properly maintained
Quality check completed jobs
Ensure that all the necessary shop equipment is in proper working condition
Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly
Ensure that proper service sales techniques are being used
Meet with fixed operations director and general manager at least once a month to review current service department performance, set future performance objectives, promotional activities or any other matters
Communicate with customers before issues arise and get involved in escalated customer issues
Maintain accurate records and insure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals
Maintain the highest possible standards of workmanship, advise technicians of service CSI on a monthly basis
Serve as liaison with factory representatives in the absence of fixed operations or service director
Establish and maintain a good working relationship with customers to encourage repeat referral business
Monitor staffing levels, compensation levels and department turnover
Assure proper repair order flow to satisfy warranty/dealership/business office requirements
Maintain reporting systems required by general manager, company and manufacturer
Establish and maintain a good working relationship with vocational and technical schools to enhance recruitment activates
Direct and schedule the activates of all department associates
Hire, train, motivate, counsel and monitor the performance of all service department staff
Understand and comply with federal, state and local regulations that affect service and parts operations, such as hazardous waste disposal, OSHA right-to-know act, ect…
Assist in development of annual service budget for use in connection with annual sales forecast
Maintain customer satisfaction index rating above that of manufacturer or dealership average
