SERVICE MANAGER JOB DESCRIPTION

GENERAL SUMMARY

Manages the Service Department to ensure that customers’ needs are met, vehicles are fixed right the first time; increases focus on business growth, profitability, and employee satisfaction. Oversees all activities of the Service Department including monitoring department finances, customer service, monitoring inventory, merchandising, and repairs.

• Maintains warranty claim processing procedures that permit prompt settlement and the simplification of tracking payments.

• Ensures high quality service and repairs are provided to every customer and customer receives prompt response or status of repairs; maintains a clean, professional environment.

• Ensures high quality service and repairs are provided to every customer; maintains a clean, professional environment.

• Maintains high ethical standards in daily activities.

• Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.

• Delivers the right car in perfect condition every time.

• Monitors the flow of work in the Service Department and intervenes as needed to ensure work is accomplished.

• Works with all dealership personnel to ensure customer satisfaction.

• Eliminates surprises for customers by reviewing work and charges.

LEADING A WINNING TEAM

• Builds a winning team by recruiting, hiring, training, coaching, evaluating, motivating, and rewarding Service Department employees.

• Develops pay plans that keep personnel focused on customer satisfaction, retail sales, and team goals.

• Directs and schedules the activities of all Service Department employees.

• Develops job descriptions and performance-based pay plans for all Service Department employees.

• Monitors and evaluates employee performance within the Service Department daily, providing on-going feedback, disciplinary actions, training, and career guidance as necessary.

• Ensures employees attend training programs to gain required skills and/or certifications.

• Delegates work as requested to ensure customer satisfaction while developing employee skills.

• Monitors repair order trends (number of repair orders completed, shop productivity and efficiency, dollar sales per repair order, and dollar sales per Service Advisor, etc.).

• Ensures a positive working environment for employees.

• Develops a team atmosphere both within the Service Department and across other departments.

• Follow all dealership policies.

• Establishes and maintains a positive management/employee working relationship.

TEAM ATMOSPHERE

• Builds productive working relationships both within and across departments through clear communications using different forms.

• Has an approachable style; fosters open communication through active listening; maintains open-door policy.

• Generates pride and commitment within the Service Department; instills customer and employee confidence.

• Speaks clearly, concisely, and effectively in groups and one-on-one.

• Identifies customer concerns, needs, and expectations so that action plan can be determined and implemented.

• Participates in management meetings to ensure open communications between departments.

• Follows up with customers or develops a service follow-up system to ensure customers are satisfied with service within 72 hours of service and if necessary, resolves any problems.

• Promotes cooperation and teamwork among all service employees.

• Resolves all employees concerns in a prompt and effective manner.

HANDLING PRESSURE

• Solicits, encourages, and implements innovative methods/ideas to improve service and performance.

• Uses an effective appointment system that allows service advisors adequate time to determine customer concerns as well as sell additional service that are needed.

• Prioritizes work through shop loading and scheduling system to ensure all deadlines are met.

• Handles customer complaints that require management's attention.

• Resolves internal conflicts among employees in the Service Department.

MANAGING BUSINESS COMPLEXITY

• Plans, analyzes, and manages department finances through determining: flat hours available to sell, shop capacity, services in customer demand, and how department’s skill inventory matches customer’s demands.

• Establishes processes and standards (e.g., follow-up system to contact customers) to ensure customer satisfaction and efficient and effective service operations.

• Establishes a purchasing policy and practice that ensures competitive bids from vendors for all tools, equipment, supplies, etc. to become a low cost producer.

• Coordinates with Parts Department, Sales Department, Body Shop, General Manager, Ford Representatives, sublet vendors, and others to ensure effectiveness of the service process.

• Ensures maintenance and repair pricing is consistent with competitive practices; conducts quarterly competitive market analysis to ensure competitive practices and pricing.

• Generates and strives to increase service sales while increasing overall department profitability.

• Analyzes problems and establishes procedures to solve them.

• Develops marketing and merchandising plans and programs.

APPLYING THE BASICS

• Uses computers to monitor daily operations; maintains proficiency in use of in-house computer systems (e.g., ADP, Reynolds & Reynolds, or DCS).

• Applies information found in manuals, publications, and other documents.

• Utilizes new systems or processes implemented by Ford or the dealership.

• Maintains technical bulletins and special tools to increase technician efficiency and improve Fix it Right the First Time performance.

• Maintains an awareness of and makes certain Service Department employees comply with safety regulations, hazardous waste disposal, OSHA, and right-to-know policies and procedures.

• Makes warranty and billing adjustments.

UNDERSTANDING BUSINESS KNOWLEDGE

• Maintains Service Department's operating environment to ensure optimal performance (maintaining equipment, etc.).

• Implements new Ford and/or dealership systems or processes.

• Completes daily sales and production records as established by dealership.

• Provides technical information and assistance to employees as needed.

• Maintains active professional affiliations and certifications.

• Keeps up to date on industry specific information.

• Develops business strategies to ensure a strategic marketing advantage.

• Reviews Service Department's operating practices.

SKILLS NEEDED

Achieving High Standards focuses on maintaining customer loyalty by managing details and being results oriented. This includes maintaining and exceeding goals for sales and service while demonstrating integrity, honesty, and professionalism in all areas of work.

Leading a Winning Team focuses on leading, coaching, and influencing employees, coworkers, and customers. This includes setting direction in order to accomplish business goals while working with subordinates to increase their abilities. Additional skills include creating a productive work environment and giving the dealer and other managers information on business and employee issues.

Working Effectively with Others focuses on promoting and valuing teamwork and communicating effectively through verbal, written, or listening skills. This includes encouraging others to work well within a group or when interacting with customers or coworkers. Other skills include encouraging the team to be committed to dealership goals.

Handling Pressure focuses on adapting to change, maintaining composure, multi-tasking and resolving conflicts. This includes the ability and willingness to change work practices or priorities, and effectively handle multiple work demands. Other skill requirements include maintaining performance and composure under stressful conditions.

Managing Business Complexity focuses on the ability to analyze problems and data and to prioritize, plan, and make decisions to coordinate work activities and resources. This includes identifying causes of problems, generating alternatives, drawing reasonable conclusions, and deciding on an action plan after careful examination of relevant information and consideration of business objectives.

Applying the Basics focuses on referencing written information, mathematical reasoning, using computer and technical systems, learning new systems, and processing new information and following safety procedures. This includes the ability to determine and execute necessary arithmetic operations in order to complete documentation, financial reporting, and record keeping as well as the ability to use information from graphs, charts, or written text. This involves using systems to modify or execute programs, and guidelines to improve departmental functioning, and complying with safety procedures and guidelines.

Understanding and Using Business Knowledge focuses on understanding how a business works, maintaining industry awareness, creating efficient business systems, applying technical expertise, and developing creative business strategies. This includes understanding the key external factors impacting business, using learned skills to control costs, developing systems which help the dealership attain its business goals, and developing creative and effective solutions in response to business problems.

EDUCATION/CERTIFICATION REQUIREMENTS

Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.

• Minimum of High School degree or equivalent

• Two years of college with a strong emphasis on business skills preferred

• Driver’s license

• ASE or state certification as required

EXPERIENCE

• Two years in an automotive service environment required; 5 or more years preferred

• One year of supervisory experience

PHYSICAL REQUIREMENTS: WORKING CONDITIONS:

USUAL HOURS OF WORK

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