Service Manager

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Job Description
Job Title: Service Manager
Department:
Reports To:
FLSA Status:
Prepared By:
Prepared Date:
Approved By:
Approved Date:
Revised Date:
SUMMARY
Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers.
ESSENTIAL DUTIES
Essential Duties include the following. Other duties may be assigned.
Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Prepares and administers an annual operating budget for the service department.
Maintains reporting systems required by general management and the factory.
Attends managers meetings.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments.
Develops and implements a marketing plan which promotes new and repeat business.
Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Accounts for all documents; ensures that none are missing and all are processed correctly.
Holds weekly department meetings.
Directs and schedules the activities of all department employees.
Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
Monitors technicians' daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders with the parts manager to ensure availability.
Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
Serves as liaison with factory representatives.
Ensures that customers' service files are up-to-date and readily available for reference.
Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
Prepares pricing guides and maintenance menus for frequent labor operations.

Handles customer complaints immediately and according to dealership's guidelines.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Assign repair orders per dealership protocol.
Examine vehicles to determine if additional safety or service work is required.
Supervise work of any apprentice technicians as assigned.
Understand and follow federal, state and local regulations, such as those governing the disposal of hazardous wastes.
Road-test vehicles to quality-check work performed.
MARGINAL DUTIES
Marginal Duties include the following. Other duties may be assigned.
Keeps abreast of new equipment and tools available and recommends purchases.
Ensures that the work areas and customer waiting area are kept clean.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Ensures the proper care, storage, and inventory of special tools.
Maintains safe work environment.
Maintains a professional appearance.
SUPERVISORY RESPONSIBILITIES
Responsible for supervising all service department employees. Responsible for addressing all employee complaints or issues and effectively working with dealership management to rectify any and all issues that may arise.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before employees of organization.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
Must obtain and maintain any certificates, licenses, and registrations as required by Dealership.
Must maintain valid Driver's License that meets dealership insurability requirements.
PHYSICAL DEMANDS
Physical duties as assigned.
Must be able to enter/exit vehicle without limitations.
Must be able to bend and lift up to 25 pounds without restrictions.
Must be able to stand/sit for up to 8 hours without restrictions.
Disclaimer: This job description is not a contract of employment. No Dealership manager or other employee at the Dealership has the authority to make a commitment of guaranteed or continued employment to you and this job description, or any dealership publication, practice, or procedure should not be understood to make any such commitment. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee.

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