Service Manager - Don Mealey's Sport Auto Group

Position Title: Service Manager

FLSA Status: Exempt

Department: Service

Reports to: General Manager

Support and develop service operations, CSI, gross profit and expense controls in keeping with ethical business practices to return a bottom line net profit and exceed departmental budget expectations. Compliant with proper EPA/OSHA/HAZMAT safety standards Knowledge of all Federal, State, Local and OSHA regulations. Ensures that the daily inventory of technician's time is consistently sold to service customers.

Responsibilities:

• Forecasts goals and objectives for the department. Prepares and administers an annual operating budget for the service department.

• Train the service sales staff to tactfully handle customer inconveniences, misunderstandings and complaints.

• Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly.

• Handle customer complaints that demand management’s attention tactfully, promptly and with genuine concern for the customer.

• Ensure that every employee exhibits pride of workmanship.

• Make every reasonable effort to make vehicle service a pleasant customer experience.

• Must be at or above regional CSI scores.

• Generate and continually strive to increase labor sales.

• Set individual and total shop sales objectives.

• Hires trains, motivates, counsels, and monitors the performance of all service department staff.

• Develops and implements a marketing plan which promotes new and repeat business.

• Provide the material support necessary to sell service.

• Maintain daily sales and production records as prescribed by dealership management.

• Review the sales performance of the service salespeople and evaluate them on a regular basis.

• Ensure that proper service sales techniques are being used.

• Hire and maintain a technical production staff that can perform all types of maintenance work and mechanical repair on the products the dealership sells.

• Ensure that all necessary shop equipment is in proper and safe working condition.

• Obtain and maintain control of the special tools necessary for the repair and service of the vehicles the dealership sells.

• Schedule training as necessary to properly repair and service the vehicles the dealership sells.

• Review the flat rate flagging practices on a periodic basis.

• Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up to date and properly maintained.

• Review technical bulletins from the manufacturer and distribute them to the appropriate technicians.

• Stay up to date on product changes and new products.

• Understand and monitor the service section of the dealerships financial statement.

• Understands and ensures compliance with manufacturer warranty and policy procedures.

• Assure proper repair order flow to satisfy manufacturer/dealership/business office requirements.

• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.

• Monitor the effective labor sales rate on a continuous basis.

• Obtain competitive bids for all tools, equipment, sublet repairs, supplies, etc.

• Know and understand all of the manufacturer’s warranty policies and procedures.

• Administer proper and prompt warranty claims processing and submission.

• Maintain a current service departmental organizational chart.

• Upgrade and maintain employee morale by providing advancement opportunities and promoting from within the department whenever possible.

• Train backup personnel for every position in the service department.

• Strive to increase the production and earnings of every employee.

• Report to upper management any situation or condition that would jeopardize the safety, welfare, or integrity of the dealership, its employees or its customers.

• Conduct annual employee performance evaluations.

• Maintain a high level of shop cleanliness, equipment repairs and general shop appearance.

• Schedule preventive maintenance of shop equipment.

• Assign technicians and other service personnel to appropriate work areas.

• Analyze and eliminate practices that waste supplies, utilities, space and time.

• Properly maintain service customer reception, parking and waiting room facilities.

• Meet with the general manager once per month to review current service department performance, set future performance objectives, promotional activities and to discuss other critical departmental matters.

• Cooperate with all other dealership managers, and when necessary to resolve conflicts, request the involvement of the next higher dealership authority.

Requirements:

• Follows the dress code the company has put in place. Maintains a clean and neat work area.

• Follows federal, state and local law as well as company policy about safeguarding all information.

• Reports on time to work and follows schedule that is given. Calls supervisor if he/she cannot be at work on time.

• Keeps current with annual HR training along with any other training that might be required for this position.

• Follows all company policies and procedures. Notifies supervisor of any illegal activity.

WORK ENVIRONMENT The work environment characteristics described here are

representative of those an employee encounters while performing the essential functions of this

job. Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions, please see your supervisor if you need an accommodation.

PHYSICAL DEMANDS The physical demands described here are representative of those that

must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the

essential functions, please see your supervisor if you need an accommodation.