Service Manager

Responsibilities

• Ensure customers receive prompt, courteous, and effective service
• Serve as a liaison between technicians and customers
• Take ownership of customers’ experience by carrying out additional assignments, enabling the dealership to leave a positive impression with the customer
• Manage and hire technicians and service advisors
• Interview and make new hires
• Train, mentor, and develop Service Advisors to ensure exceptional customer service and departmental performance
• Distribute work between technicians
• Prioritize required services
• Maintain an efficient, well-run, and profitable service department
• Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability
• Review and maintain accurate Work In Process (WIP) reports
• Oversee and ensure timely and accurate warranty claim submissions
• Ensure customers have a positive dealership experience
• Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals
• Analyze CSI results and implement processes to improve customer satisfaction and retention
• Provide concierge support for all owner inquiries, whether via phone or in person, to ensure the customer does not get mishandled
• Spend quality time building relationships with customers
• Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word
• Work closely with Parts and Sales departments to ensure operational success and customer satisfaction

Requirements

• Previous automotive Service Manager experience required
• Strong technical automotive knowledge
• Demonstrated ability to lead, motivate, and manage service department personnel
• Proven ability to train and develop Service Advisors and technicians
• Knowledge and experience with Work In Process (WIP) reporting
• Experience with warranty administration and warranty claim submissions
• Understanding of CSI programs and customer retention strategies
• Organized, detail-oriented, and customer-focused personality
• Excellent communication and problem-solving skills
• Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis
• Dealership experience required
• Experience with Dealertrack and Xtime is a plus