Service Manager Chapman Ford

Chapman Auto stores Lancaster Pa. 

Extremely busy Ford Dealer with an incredible team in place.

Ford experience a plus, leadership experience mandatory.

Great opportunity to join the best auto group in the Industry.

Responsibilities/Duties/Functions/Tasks:

• Forecasts goals and objectives for the department and strives to meet them.
• Strives for harmony and teamwork with all other departments.
• Prepares and administers an annual operating budget for the Service Department.
• Attends Manager’s meeting as requested.
• 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.
• Recruits, hires, trains, motivates, counsels, and monitors the performance of all Service Department staff.
• Directs and schedules the activities of all department associates.
• Provides technical assistance to associates as needed.
• Conducts meetings with department associates to discuss activities and problems of mutual interest.
• Monitors technicians’ payroll records.
• Establishes and maintains good working relationships with customers to encourage, repeat and referral business.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Greets all customers promptly and gives fair estimates on costs and time required for repairs and maintenance, when serving in a writer capacity.
• Handles all customer complaints/concerns, monitoring VOC scores and Listener Group Surveys.
• Breaks down estimates into labor and parts before the job is started so that repair technicians are aware of time allowances.
• Quality-checks completed jobs.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Accounts for all documents; ensure that none are missing.
• Controls the performance of the department using these tools: daily operating control efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
• Maintain s reporting systems required by management and the factory.
• Monitors repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order, per Service Advisor, etc.
• Ensures that customers’ service files are up-to-date and are readily available for reference.
• Collects accounts receivable for service work.