Service Manager

POSITION SUMMARY   The Service Manager directs, supports and develops service operations

PRINCIPAL DUTIES AND RESPONSIBILITIES

STAFF

• Monitor your staff’s incoming phone volume and call handling effectiveness via the call management system to achieve Company standard.
• Monitor your staff’s phone skills via the call monitoring system to determine training and counseling needs.
• Ensure you department is compliant with all EPA/OSHA/HAZMAT safety standards and regulations.
• Ensure Right to Know Training is completed by dept. personnel.
• Ensure employee schedules are created, distributed and displayed in areas easily visible by your staff.
• Ensure your department is properly staffed during all hours of operation.
• Ensure payroll is calculated and submitted on a timely basis as determined by human resources department,
• Measure, distribute and provide feedback of advisor performance to support their income on the same time frame the payroll is paid.
• Hold weekly department meetings.
• Measure and determine proper staffing requirements
• Ensure that every employee exhibits pride of workmanship
• Hire and train service advisors.
• Hire and maintain a technical production staff that can perform all types of maintenance work and mechanical repair on the products the dealership sells.
• Ensure that all necessary shop equipment is in proper and safe working condition.
• Obtain and maintain control of the special tools necessary for the repair and service of the vehicles the dealership sells.
• Schedule training as necessary to properly repair and service the vehicles the dealership sells.
• Upgrade and maintain employee morale by providing advancement opportunities and promoting from within the department whenever possible.
• Train backup personnel for every position in the service department.
• Strive to increase the production and earnings of every employee.
• Ensure that all service employees arrive and depart work at the established times and follow company policies.
• Ensure that every employee exhibits pride of workmanship

 SERVICE

• Implement and measure proper service business cycle processes that support both Prime and manufacturer customer satisfaction standards and goals.
• Implement and maintain service menus that are market price competitive, offer better value than your competitors and promote long term customer retention
• Consistently measure your customer pay and warranty labor rates to determine the market potential and adjust as necessary.
• Consistently measure the department’s hours per repair order and effective labor rate to be in line with manufacturer and Prime guidelines.
• Provide upper management monthly reporting and feedback comparing your departments CSI, RO count, Revenue, Profitability, Market Share and Warranty Cost Per Vin versus the district, region and national.
• Implement and maintain useful monthly trending reports that compare department units, revenue, profits and expenses. 
• Consistently strive to meet or beat previous year, forecasted and designated bench mark goals for CSI, profitability, expense control, market share.
• Consistently research your market area to determine the competitors marketing, price point, convenience, and specials to achieve proper marketing strategy
• Implement and maintain an effective consumer e-mail collection process to meet or beat the Prime standard of 65%
• Utilize the quarterly manufacturer marketing programs effectively
• Set up and maintain a service reminder program via your manufacturer or Prime designated vendor.
• Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly.
• Review the flat rate flagging practices on a periodic basis.
• Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up to date and properly maintained.
• Review technical bulletins from the manufacturer and distribute them to the appropriate technicians.
• Stay up to date on product changes and new products.
• Assure proper repair order flow to satisfy manufacturer/dealership/business office requirements.
• Obtain competitive bids for all tools, equipment, sublet repairs, supplies, etc.
• See that the dealership receives full value for the time and materials purchased.
• Know, understand and adhere to all of the manufacturer’s warranty policies and procedures. 
• Administer proper and prompt warranty claims processing and submission.  Maintain proper cost per vin. guidelines as designated on the monthly manufacturer reports.
• Maintain a current service departmental organizational chart.
• Maintain a high level of shop cleanliness, equipment repairs and general shop appearance.
• Schedule preventive maintenance of shop equipment.
• Organize and maintain the proper use of the service departments designated parking areas.
• Analyze and eliminate practices that waste supplies, utilities, space and time.
• Properly maintain service customer reception, parking and waiting room facilities.
• Maintain adequate security of the service department, parking areas and personnel.Represent the dealership in cases of emergency involving the service department or as directed by dealership management.
• Meet with the general manager once per month to review current service department performance, set future performance objectives, promotional activities and to discuss other critical departmental matters.
• Cooperate with all other dealership managers, and when necessary to resolve conflicts, request the involvement of the next higher dealership authority.
• Oversee the operation of the Vehicle Cleaning department to meet acceptable standards of quality, timing and pricing.

REQUIREMENTS:

• Maintains professional growth and development through self-directed learning activities and involvement in professional organizations
• Encourages a high work ethic by demonstrating appropriate and acceptable behavioral skills 
• Reports to management any situation or condition that would jeopardize the safety, welfare, or integrity of the dealership, its customers or employees.
• Maintains professional appearance and demeanor at all times, including work areas
• Complies with all attendance policies

EDUCATION / SKILLS EXPERIENCE

• Bachelor’s degree or 5 year’s equivalent experience. 
• Must have excellent communication skills including the ability to effectively communicate in person, over the phone and in writing as well as strong interpersonal and customer services skills. Must have strong leadership skills.
• Become efficient in the understanding and use of all Prime  management issued departmental financial and accounting reporting including but not limited to bi-weekly D.O.C. reporting, month end operation reporting, schedules, forecasting and penetration reports. Become efficient in the understanding of the use all upper management issued financial reporting. 
• Become efficient in the use of the Prime chosen monthly marketing system (DME) producing monthly service specials to your existing customers, lapsed, lost and conquest.
• Ability to meet deadlines, prioritize assignments, juggle multiple tasks simultaneously and deal with highly confidential information appropriately in a fast paced environment required.
• Must be detail oriented and well organized
• Ability to work with all levels of staff though-out the organization required.

COMPUTER SKILLS:

• Must be proficient in Microsoft Office Suite including Word, Excel, and Outlook

CERTIFICATE/ LICENSE:  N/A

PHYSICAL DEMANDS:

SEDENTARY (requires lifting 10 lbs., carrying small objects)                                             

LIGHT (requires lifting 20 lbs., with frequent carrying of up to 20 lbs.)                  ______

MEDIUM (requires lifting 50 lbs., with frequent carrying of up to 25 lbs.)                    X

HEAVY (requires lifting 100 lbs., with frequent carrying of up to 50 lbs.)                           

VERY HEAVY (requires lifting over 100 lbs., such as moving furniture)                              

SUPERVISOR: GM                

POSTIONS SUPERVISED:       All Service Department Staff

August 2022

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this job description is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. emergencies, changes in personnel, work load, rush jobs, technological developments, etc.).