Service Manager

summary:

The Service Manager is responsible for maximizing the efficiency, revenue, and productivity of the Service Department and achieving the highest levels of customer satisfaction.  Collaborate with colleagues in other departments to improve the overall performance and profitability of the business.

Essential functions:

To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure customers receive prompt, courteous, and effective service
• Respond promptly to customer needs and mange difficult customer situations while preserving personal effectiveness and credibility
• Manage shop work load, schedule appointments, and maintain an organized schedule with all Service Technicians
• Mentor Service Technicians and monitor the repairs they do
• Process work orders from start to finish, in line with Company policies and procedures
• Maintain good working records for the Service Technician’s time, parts, supplies, and outside purchases for repairs.
• Review weekly parts and labor sales numbers and goals
• Process warranty repairs with the manufacturer
• Prepare and finalize invoice transactions with customers, including receiving payment
• Generate estimates, when needed
• Continually seek technical and product knowledge by completing on-line and hands on training
• Report any faulty equipment and hazards to the Director of Service
• Take ownership of the customer’s experience by carrying out those additional assignments that allow the dealership to leave a positive impression on the customer

company-wide expectations:

• Remain drug and alcohol free while on Company premises and within the scope of duty
• Understand and comply with all Sanco Enterprises policies and procedures
• Observe safety and security policies and procedures and use equipment and materials accordingly
• Duties may be added, deleted, or modified at any time, at the discretion of management, via written, verbal, formal, or informal means

knowledge, education and/or experience:

• Requires a high school diploma or general education diploma (GED)
• Five years of practical service management experience
• Associate’s degree or Bachelor’s degree preferred

skills:

• Written and verbal communication skills
• Microsoft Office skills
• Exceptional customer service skills

abilities:

• Apply good judgment in recognizing scope of authority
• Define problems, collect data, establish facts and draw valid conclusions
• Must be able to multi-task
• Ability to maintain an orderly and clean shop
• Must be able to build a team and promote a teamwork environment

working conditions:

• This job operates in a parts store/repair shop environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.