Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.
Job Duties:
Develops, communicates, enforces and monitors effective Service Department processes to ensure internal and external customer satisfaction
Manages department to annual goals and budget
Develops business with existing and new customers through promotional programs, customer visits and networking
Submits all service warranty and Product Improvement Program claims within the required timeframe to receive a maximum credit
Schedules and assigns jobs and work areas to employees in the Service Department according to their skills and knowledge
Reviews work orders for completeness and accuracy prior to customer billing
Ensures all departmental tools, equipment, and vehicles are in good working order
Manages recruiting, staffing, employee development and performance management activities
Participates in and manages to West Side's Safety Program
Other duties as assigned
Experience, Education, Skills & Knowledge:
Technical school certificate or equivalent work experience
Minimum of 5 years of experience in a service department working as a technician
Previous management or shop foreman experience strongly preferred
Ability to lead and manage employees
Solid parts and machinery knowledge
Excellent customer service and selling skills
Able to deal with customer objections in a professional manner
Basic understanding of financial principles relative to Service Department operations
Ability to analyze and interpret internal reports
Ability to work extended hours (as required by location)
Proficient in computer use including Internet, data entry and Microsoft Office Programs
Valid driver's license and acceptable driving record per the company policy
Physical Requirements of this position:
Ability to lift, manipulate, and move items weighing upwards of 50 lbs. repeatedly
Must be able to bend, stoop, climb, reach, kneel and squat as required by assigned task
Noise level is generally loud
Exposure to dust, fumes, gases and chemicals
Regularly works near moving mechanical parts
Requires good manual dexterity (hand, hand with arm, two hands) and multi-limb coordination