Import Service Manager
Position Overview
This Service Manager is responsible
for the customer-focused and efficient operation of the dealership's service
department. This Service Manager will
operate the department at maximum production, controlling costs, building a
loyal clientele, maintaining good employee relationships, setting and obtaining objectives and maintaining service records. This Service Manager is responsible for ensuring a customer experience
that meets or exceeds the manufacturer’s customer satisfaction index and for
monitoring and improving customer satisfaction, also
carries out this responsibility by building customer relationships, creating a
good work environment and properly managing the assets of the department.
Who Would I Interact With?
This position interacts daily with Customers, Service Advisors, Technicians,
Parts Associates, Parts Managers, Sales Managers and other store Associates,
just to name a few.
What are the day-to-day
responsibilities?
- Assist
all subordinate service staff in all phases of their job
descriptions
- Report
to management any circumstances that compromise the integrity of the dealership
- Collect
accounts receivable for service work
- Ensure
that service department employees follow safety policies and practices and
that they report any and all accidents immediately
- Ensure
that all required technical publications, periodicals, bulletins, ect… are
obtained, kept up-to-date and properly maintained
- Quality
check completed jobs
- Ensure
that all the necessary shop equipment is in proper working condition
- Ensure
that customer inconveniences, complaints and misunderstandings are dealt
with fairly and quickly
- Ensure
that proper service sales techniques are being used
- Communicate
with customers before issues arise and get involved in escalated customer
issues
- Maintain
accurate records and ensure warranty parts retention as outlined,
following all manufacturer requirements as outlined in manufacturer and
company policy and procedures manuals
- Maintain
the highest possible standards of workmanship, advise technicians of
service CSI on a monthly basis
- Serve
as liaison with factory representatives in the absence of fixed operations
or service director
- Establish
and maintain a good working relationship with customers to encourage repeat
referral business
- Assure
proper repair order flow to satisfy warranty/dealership/business office
requirements
- Hire,
train, motivate, counsel and monitor the performance of all service
department staff
- Maintain
customer satisfaction index rating above that of manufacturer or
dealership average
What are the requirements for this
job?
- Three
to Five years' experience in Franchise Dealership Service Department
- Excellent
verbal and written communication and interpersonal skills
- Proficient
knowledge of dealership computer systems
- Must
have a valid driver’s license
- Demonstrated
customer service skills
- Previous
industry knowledge of overall operations, management and wholesale
relations
All inquire held in confidence.
Our client is a equal opportunity employer and prohibit
discrimination/harassment without regard to race, color, religion, age,
sex, national origin, disability status, genetics, protected veteran
status, sexual orientation, gender identity or expression, or any other characteristic protected
by federal, state or local laws.
Requirements
What are the requirements for this
job?
- Three
to Five years' experience in Franchise Dealership Service Department
- Excellent
verbal and written communication and interpersonal skills
- Proficient
knowledge of dealership computer systems
- Must
have a valid driver’s license
- Demonstrated
customer service skills
- Previous
industry knowledge of overall operations, management and wholesale
relations