Service Manager

Service Manager

Purpose / Summary 

The Service Manager will be responsible for the supervision and leadership of the dealership's Service department and respond to customer complaints and inquiries in a courteous and professional manner.  They will effectively and efficiently manage the development and direction of the parts and service team to drive the growth of revenue, technical productivity, and quality assurance and to promote a high level of customer satisfaction. The Service Manager's responsibilities will also include the assurance of accurate parts control, sourcing and costing, as well as the management of all staff, resources and inventories.

Job Duties

Oversee and manage the Service department's operations and scheduling.Manage quality assurance - setting quality standards, maintaining quality of all garage activities.Ensure completion of shop maintenance and repair work.Advise mechanics of work that must be completed.Address customer complaints and inquiries in a courteous, professional manner.Conduct regular performance appraisals for all Service department staff.Provide coaching and mentoring to all subordinate staff.Ensure compliance with company standards for cost control, waste reduction, quality, safety, and complete and on-time delivery.Oversee and direct Service department resource and workforce issues for the organization.Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary.Responsible for appropriate staff levels to meet requirements of the shop.Responsible for recruitment, hiring, terminations and performance management.Manage the morale in the shop by setting and demonstrating a strong business ethic for dealing with employees, suppliers and customers.Provide leadership for problem resolution to facilitate faster improvements and improved working relationships.Enhance and develop policies, procedures and service systems to meet the goals of the department.Monitor financial performance to ensure the department is meeting or exceeding budgetary commitments.Analyze and report on the department's daily, monthly and annual key performance indicators and industry trends.Measure and monitor key indicators of the service delivered.Oversee the service department to ensure efficient operations and service.Review and use the monthly Profit and Loss statements to ensure expense control and proactively plan service and sales goals.Examine reports (e.​g., warranty, sales and daily reports) to determine the operational activities of the company and ensure optimum performance.​Ensure that all reporting employees adhere to company policies and procedures.Maintain the cleanliness of the shop.Perform other duties as required.

 Core Competencies 

Customer Focus Communication Energy and Stress Team Work Quality Orientation Time Management Adaptability / Flexibility Creative and Innovative Thinking   Decision Making and JudgmentPlanning and OrganizingProblem SolvingResult Focus Accountability and DependabilityEthics and Integrity Mediating and NegotiatingProviding ConsultationLeadershipCoaching and MentoringStaff Management  Enforcing Laws, Rules and RegulationsMathematical Reasoning    Development and Continual Learning

Requirements

High School diploma, G.E.D. or equivalent.Post-Secondary diploma or degree in a mechanical/technical field preferred.Recommend 3 or more years' previous management experience in a technical environment with proven leadership abilities.Effective leadership skills, with a strong focus on operations and business processes.Able to identify key issues and creatively and strategically overcome internal challenges or obstacles.A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.Effective attention to detail and a high degree of accuracy.High level of integrity, confidentially, and accountability.Proven mechanical abilities, and strong working knowledge of mechanical application and repair techniques.Ability to work independently in a busy environment.Experience with routine maintenance operations.Demonstrated knowledge of inventory control techniques and procedures.Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.Able to effectively communicate both verbally and in writing.Able to work well under pressure.Strong attention to detail.Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times. 

Work Conditions

24/7 availability may be required.Physical ability to lift up to 50lb.Safety equipment will be required, e.g. steel-toed safety boots, safety glasses/goggles, etc.Overtime as requiredHazards associated with the trade.Work both indoors and outdoors.May be exposed to high levels of noise.Travel may be required.Must have valid drivers' license.

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