Service Manager

Key Responsibilities

• Responsible for Service Department profitability and maintaining high levels of customer satisfaction
• Meet Service Department financial and operating objectives in support of the company business plan
• Achieve Service Department sales plan by meeting with customers, working with dealership sales teams, the Marketing Department and through referral business
• Engage customers and maintain positive relationships with key decision makers and influencers
• Lead Service Department efforts to achieve monthly business plan objectives

• Conduct weekly shop meetings to review KPIs, policies, procedures, technical updates, customer issues and safety training and concerns
• Maintain a safe work environment and ensure employees adhere to company safety practices; in the event of an accident follow established company protocol
• Maintain shop and service office cleanliness and organization and provide general upkeep of dealership facility and grounds
• Address customer issues immediately, communicate effectively and document as needed
• Ensure proper tooling is available and ensure repairs or replacements are made promptly
• Communicate effectively and timely between departments and locations
• Ensure compliance of warranty procedures, repairs, and documentation in accordance with vendor warranty guidelines
• Address customer collection issues by working regularly with the Accounting Department
• Participate and be an active contributor in monthly Service Manager meetings

• Maintain a positive workplace culture
• Meet with employees regularly and comply with company annual and semi-annual employee 1:1 meeting process and target dates
• Regularly evaluate employee skill levels and needs and ensure dealer and OEM training requirements are met
• Lead all staffing efforts of the Service Department and work regularly with the Human Resources Department to source talent
• Participate in local recruiting events, engage local high schools and technical schools, serve on school advisory boards as a subject matter expert
• Ensure employee concerns are addressed professionally and in a timely manner

Skills, Knowledge & Expertise

• Associate Arts degree in a technical field or a minimum of 5 years of comparable work experience
• Strong understanding of service operation safety practices. Responsible for safety audits, safety training, compliance with State and Federal OSHA, MSHA, EPA, and DOT regulations
• Experience with budget planning, delegation, keen decision making and project management
• Experience with training, coaching and mentoring employees
• Detail oriented and highly organized
• Ability to prioritize and multi-task in a fast-paced environment
• Strong written and oral communication skills
• Have or obtain and maintain a commercial driver’s license (CDL)