Product Experience Service Manager

About Singer :
We are passionate about creating some of the most awesome automobiles in the world. Founded in California in 2009, Singer Vehicle Design is a luxury brand with a global clientele and operations in the US, the UK, and Switzerland. Our mission is described simply as: "A Relentless Pursuit of Excellence.” The company has become renowned for its collaboration with owners of the air-cooled Porsche 911 in pursuit of bespoke restorations.

Product Experience Service Manager


Position Summary :

The Product Experience Service Manager: will be responsible for the overall management of all Aftersales related activities ensuring the highest quality repairs are performed on all Service-related vehicles while feeding back data to the relevant teams in Quality, Warranty and Production as required. Managing the services from end to end and developing materials that support new and existing clients with completed restorations in a manner that demonstrates, “Everything is Important.

Essential Functions :

• Schedules and plans for daily Service work as required.
• Documents the condition of all vehicles as they enter and leave our facilities, uploading and maintaining a digital database.
• Works with Parts & Procurement to ensure all relevant service parts are on hand or ordered in a timely manner.
• Works with Sales and Production to ensure delivery schedules are met.
• Management of a growing team will be key to the team’s success.
• Ensures workflow is tracked and on time through daily/weekly meetings.
• Manages the storage and status of Singer and client vehicles at both on & off-site locations.
• Forecasts goals and objectives for the department and strives to meet them.
• Prepares and administers an annual operating budget for the service department.
• Develops and implements a marketing plan that promotes new and repeat business.
• Monitors and controls the performance of the department using appropriate reports.
• Directs and schedules the activities of all department employees.
• Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Ensures that customers’ service files are up-to-date and readily available for reference.
• Monitors technicians’ daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Ensures the proper care, storage, and inventory of special tools.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Handles customer complaints immediately and according to Singer guidelines.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Holds weekly department meetings.
• Ensures that the work areas and customer waiting areas are kept clean.
• Maintains a professional appearance.
• Develops and manages upgrade services to offer to existing clients
• Supports the long-term residual value of Singer restorations
• Elevates the Singer Vehicle Design brand with a sharp eye on aesthetic, technical and attention to detail
• Reports to the department head regarding objectives, planned activities, reviews, analysis and budgets – 100% data accuracy required
• Assists other team members as necessary.
• Assists in special projects as required.
• Performs all other duties as assigned

Required Education and/or Experience :

• High school diploma or equivalent
• Five (5) plus years of experience within luxury automotive industry or equivalent brand/industry
• Five (5) plus years of specific experience in restoring or maintaining vehicles
• Three (3) to five (5) years of managing teams
• Strong technical background in automotive mechanics



Preferred Education and/or Experience :

• Bachelor’s degree in business administration or another relevant field
• Five (5) years technical training in the automotive/motorcycle industry
• Familiarity with Porsche vehicles (early models)
• Prior experience in rapid growth environment
Skills, Abilities & Attributes:
• Works in a cross-functional team environment as a strong team player and demonstrates the ability to work with other functional groups to achieve company-wide goals.
• Demonstrates proficient operation of a manual transmission
• Perfectionist mindset with a very high attention to detail; mechanically inclined and a passion for cars.
• High level of technical understanding of road vehicles, specifically air-cooled Porsches
• Team oriented with a strong ability to multi-task and work in a fast-paced environment to multiple deadlines
• Maintains a clean, safe, and orderly work environment.
• Strong organizational, problem-solving, and collaboration skills with the ability to prioritize effectively and efficiently within and across departments
• Professional appearance, excellent verbal, and written communication abilities
• Proficient with Microsoft Office (incl. Excel, PowerPoint, SharePoint, Teams)
• Prior experience in rapidly growing business environment
• Detailed knowledge of Singer Vehicle Design’s history, heritage, and services



Compensation:
The starting salary range for this position is between $111,600 - $139,500 per year, plus an annual bonus plan. Actual compensation will be determined by skills, experience, and relevant education or training.





Benefits:
Singer employees enjoy generous paid time off, low-cost health insurance, a 401(k) plan with a company match, life and AD&D insurance, long-term and short-term disability, Snap-On tools for our techs, and continuous opportunities for learning and advancement within the company.

Equal Employment Opportunity:
We are committed to building a team that includes individuals from different cultural backgrounds, ethnicities, genders, ages, sexual orientation, and physical abilities, reflecting the diversity of the communities where we work and live.