Job Summary:

Under the direction of the General Manager and Fixed Operations Director, the Service Manager oversees service operations within the dealership to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel. This position has 13 direct reports, comprised of service advisors, lube techs, automotive technicians, and detailers. The shop is fully air conditioned and features more than 12 hoists.

Essential Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Manages a service-oriented environment that promotes customer satisfaction through training and leadership. Establishes service standards to exceed customer satisfaction. Trains service employees to tactfully handle customer inconveniences, misunderstandings, and complaints promptly and with genuine concern for the customer's problem. Manager provides support and intervenes where necessary to ensure customers are handled in accordance with the dealership and manufacturer's standards. Maintain a customer feedback system that makes it easy for customers to comment or complain. Continually evaluate customer feedback and take immediate action to resolve problems and improve the level of customer service. Maintains CSI scores that meet and strive to exceed goals. Implement action plan to improve customer satisfaction. Keep employees informed of customer satisfaction goals and their impact on overall scores. Establish an advertising budget based on percentage of customer labor sales. Implement advertising plan that continually brings in customers for regular maintenance and repair needs. Establish a monthly forecast for the service department utilizing available technicians, productivity, working days, planned absences, effective labor rate and monthly trend to calculate the forecast. Effectively communicate the goals to employees and provide status reports. Utilize data to stay for maintain continuous improvement in service sales and gross profit. Maintain high level of shop cleanliness and appearance. Keep shop equipment in good working order and schedule repair and preventative maintenance as needed. Inventory and maintain special service tools and keep them in secure and organized location. Manage open repair order system. Assign each open repair order for a detailed description of its status to achieve closed status. Ensure a timely month end close. Review service sales indicators, repair orders and invoices to make sure technicians and Service Advisors are taking full advantage of sales opportunities. Conduct meetings with appropriate personnel to keep them informed of current sales and marketing activities, goals and objectives. Utilize an effective appointment system to regulate workloads, allowing for customer convenience, walk-ins, carryovers, new and used vehicle sales, up selling, and various other uncertainties. Manage production system. Assign each job to a qualified technician. Assist Service Advisors in meeting the promise time on every job. Utilize approved flat rate manual and fair and equitable pricing procedures to establish flat rate times for each job performed. Establish set times for maintenance services and repairs not listed in the flat rate manual. Establish procedures for diagnostic time and straight time operations. Provide technical training for technicians and track certifications. Understand and maintain manufacturer's warranty policies and procedures. Train and educate all service personnel on manufacturer's warranties. Maintain warranty receivables in accordance with dealership's guidelines. Work closely with parts department to coordinate day to day activities, promotions, and special parts needs. Oversee the warranty parts scraping procedures. Make sure the parts are recovered for every warranty repair and properly tag them for storage. Conduct or arrange for worker training in safety, repair, or maintenance techniques, operational procedures, or equipment use. Ensure compliance with OSHA requirements, with an emphasis on arc flash, Aerial Lift, Confined Space, First Aid/CPR, Fall Protection, Forklift, Hazardous Communication-Right to Know, Hearing Conservation, Hot Work, Lockout/Tag out and Electrical safety. Ensuring compliance with all local, state and federal regulatory environmental programs for testing and disposal requirements, such as waste oil disposal, PSM and RMP. Development and adherence to service budget. Assisting in process troubleshooting as needed, including being a technical resource as needed. Assisting in the development and implementation of capital projects and related budgets. Proactively manages all infrastructures including developing long-term plan for service department upgrades as needed. Identify and present capital improvement projects to support facility infrastructure needs and improvements. Adhere to all Safety policies and procedures, reporting any nonconformity. Maintains technical knowledge in areas of responsibility by attending educational workshops, reviewing publications, researching topics, establishing personal networks, and participating in dealership training. Education and Experience High School Diploma or General Education Degree (GED) required. Associates degree preferred 5+ years automotive experience in service delivery preferred. 3 to 5 years supervisor experience preferred. Industry specific software experience preferred. Weelborg Ford, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type:

Full-time Pay:

$87,000.00 - $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Vision insurance

Shift:

Day shift

Work Days:

Monday to Friday Weekends as needed People with a criminal record are encouraged to apply

Work Location:

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