Service Manager

Job Description

Job Description

About the Role:

The Service Manager plays a pivotal role in overseeing the efficient operation of the service department, ensuring that all maintenance and repair activities meet the highest standards of quality and customer satisfaction. This position is responsible for managing both the technical and administrative aspects of the service department, including preventive maintenance programs, troubleshooting, warranty and repair workflows. The Service Manager leads a team of technicians and support staff, fostering a collaborative environment that prioritizes safety, efficiency, and continuous improvement. By maintaining strong customer relationships and addressing their needs promptly, the Service Manager helps build trust and loyalty, directly impacting the business's reputation and success. Ultimately, this role ensures that all service operations align with organizational goals while adhering to industry regulations and best practices.

Minimum Qualifications:

• High school diploma or equivalent; technical certification or associate degree in a related field preferred.
• Minimum of 3 years of experience in a supervisory or managerial role within a dealership service department.
• Excellent time and task management skills.
• Excellent customer service and communication skills.

Preferred Qualifications:

• Bachelor’s degree in business administration, or a related discipline.
• Experience managing a dealership service department.
• Familiarity with industry-specific software for service management.
• Demonstrated ability to lead continuous improvement initiatives and implement best practices.

Responsibilities:

• SERVICE PROFITABIILTY: Consistently achieve agreed-upon service sales volume, productivity and profitability in ways that contribute to the company's continuing survival and growth.
  • Ensure the service department develops and efficiently and effectively processes repair orders (retail, warranty and unit prep).
  • Develop, monitor and achieve the agreed-upon departmental business objectives (strategies, profit plan/budget and others) consistent with company policies, regulations and expectations.
  • Ensure the effective scheduling of service work, including ongoing adjustments.
  • Develop and execute a successful marketing plan in coordination with the other departments.
• PEOPLE MANAGEMENT: Manage, develop and sustain a high level of employee performance and morale that result in a fulfilling and productive work environment.
  • Assure the service department is properly staffed by recruiting, hiring and promoting the right people for the right positions.
  • Make sure employees are being effectively managed on a daily basis to maximize productivity and morale.
  • Optimize employee performance through effective ongoing evaluations, recognition, rewards and discipline/corrective management practices to produce expected results.
  • Strengthen employee performance through timely training and development.
• CUSTOMER MANAGEMENT: Achieve and sustain a high level of customer satisfaction and loyalty in ways that increase the loyalty and growth of current and new customers.
  • Make sure that the service team effectively communicates with customers in a timely way to produce positive results.
  • Successfully resolve customer complaints and problems in a timely manner.
  • Develop, implement and monitor ongoing actions to sustain high customer satisfaction and loyalty.