Title: Service Manager
Reports To: Fixed Operations Director
The Service Manager is responsible for leading an efficient, profitable, and customer-focused service department. This position requires strong leadership, financial acumen, and a commitment to employee development, customer satisfaction, and technology adoption.
Key Responsibilities
Financial
- Operate the service department to achieve standards and metrics set by the Fixed Operations Director.
- Forecast goals and objectives annually (or as needed).
- Attain maximum reward levels with manufacturer performance bonuses.
- Apply for yearly warranty labor rate increases when eligible.
- Maintain accurate schedules and receivables.
Employee Leadership
- Foster a culture of open communication, learning, and professional development within the team.
- Ensure employee turnover is maintained at or below dealership standards.
- Provide regular feedback, coaching, and corrective action when needed.
Manufacturer Relations
- Maintain a strong relationship with factory representatives.
- Ensure compliance with all training, facility, and warranty documentation requirements.
- Maintain complete and accurate warranty records per factory guidelines.
Customer Experience
- Achieve or exceed customer satisfaction and retention targets.
- Ensure quick resolution of customer concerns, including responsiveness on social media platforms.
- Maintain Google and comparable review ratings at standards set by the Fixed Operations Director.
Technology & Process Improvement
- Promote full adoption and utilization of all dealership technologies.
- Provide regular coaching to staff on system use and effectiveness.
- Research and present new technology opportunities to the Fixed Operations Director.
Qualifications
- 5 years of experience in a customer service or dealership fixed operations environment.
- Proven ability to adapt to change with a customer-centric mindset.
- Strong communication skills (oral, written, listening).
- Ability to work well with customers, resolve issues, and promote a positive dealership image.
- Commitment to team advocacy, development, and technology advancement.