Service Manager

**What does Lally Chevrolet have to offer?**
- Industry leading compensation plan
- Health benefits
- Pension Plan
- Demo
- Opportunities for professional growth
- Supportive Management Team

**Responsibilities include but are not limited to**:

- Manage & follow the implemented Service Processes, supporting the vision of Lally Chevrolet Ltd
- Customer Relations
- Supervision, Training, and Development of Staff
- Sales/Marketing
- Operations
- Interdepartmental Relations
- Profit Management
- Warranty Administration

**Management / Business Skills Required**:

- Ability to establish and maintain good relationships with customers and exceed their expectations
- Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by up selling products and services and taking care of any customer concerns or complaints quickly and professionally
- Effectively manages team members, including technicians and advisors, to ensure team objectives and sales goals are being carried out
- Knowledge of warranty guidelines and ability to relate them to warranty repair orders
- Ability to develop and follow action plans to ensure Service Department profitability
- Ability to conduct trend analysis to analyze technicians for productivity
- Management skills of leadership and supervision, organizing and planning, interpersonal sensitivity
- Displays extensive working knowledge of industry standards and practices, including product details and company services offered
- Assists with or performs administrative tasks
- Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
- Sets up and maintains service desk, including managing service desk team members and evaluating desk efficiency
- Resolves service desk problems and improves current service desk methods to increase productivity and customer service
- Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
- Regularly audits work being done and customer service being provided to ensure all standards are met and that repair work is carried out effectively, correctly, and thoroughly
- Oversees team members performing inspections, preparing reports, and doing repairs; if necessary, carries out these job duties personally to ensure highest quality of work

**Work Orientation Factors**:

- Customer contact
- Frequent deadlines, scheduled and unscheduled tasks
- Paperwork
- Contact with people in all dealership departments
- Long hours
- Moderate amount of computer work

**Position Summary**

The Service Manager seeks to prevent, as well as resolve, customer vehicle problems. To do this, this manager emphasizes consistent, regular vehicle maintenance with customers. The Service Manager supervises the Service Department staff and takes a proactive interest in their training and development. Always monitoring workflow in the dealership, this manager minimizes disruptions by developing back-up abilities on the staff to compensate for illness vacation, and turnover. He/She reviews technicians’ work prior to release of vehicles.

**What the Worker is Like**

The Service Manager in the dealership is an individual with major responsibilities to the clientele.

The satisfaction of customers with regard to the service work in the dealership plays a major role in the success of the business. Therefore, this manager must exemplify excellence and must motivate the department to take pride in customer satisfaction. The Service Manager’s success also depends on his/her ability to successfully co-ordinate with other departments in forecasting, reviewing, and revising business plans. This manager must be capable of paying close attention to administrative detail, such as going over work orders to ensure that all actions have been documented according to dealership policy and procedures. Of course, the Service Manager must be capable of working without supervision, effectively managing his/her own time and workflow.

**What the Work is Like**

The Service Manager’s work involves, first of all, responsiveness to the customer. This manager must be capable of handling unique customer situations on a daily basis. In addition, the supervisory aspect of this job involves analyzing staffing needs and monitoring the performance of Service Advisors and Technicians. Technically, the Service Manager must be knowledgeable in all areas of automotive systems. In order to ensure profitability, the manager must spend considerable time working with the Parts Department to develop promotions. In addition, the Service Manager decides on service and repair prices by researching the competition’s service and repair price structure. Therefore, this manager must be in contact with similar managers in other dealerships. The continuing maintenance of the most up-to-date information also requires this manager’s attendance at district meet