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Service Manager in Kailua, HI at Fletcher Jones

Date Posted: 11/7/2018

Job Snapshot

Job Description

POSITION SUMMARY

The Service Manager is responsible for managing the Service Department.  S/he is responsible for managing the operation at maximum production, while controlling costs, building brand loyalty and fostering a safe and productive work environment. The Service Manager is in charge of monitoring and improving client satisfaction and profitability.

DUTIES AND RESPONSIBILITIES

  • Monitor and review daily production to increase overall production of each employee and the department as a whole
  • Monitor, control and collect warranty receivables to comply with Factory Policies and Procedures and allow for a positive cash flow and management of funds for the dealership
  • Monitor and identify repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
  • Control the performance of the department using various tools including but not limited to: daily operating control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
  • Create and control budgets for personnel and other expenses normally administered by service management
  • Follow up on parts department orders to ensure parts availability.
  • Enforce controls over service loaner vehicles
  • Make policy adjustments within guidelines and budgets established by management
  • Monitor and facilitate good working relationship with customers to promote repeat and referral business
  • Address customer service issue to meet dealership and manufacture's standards
  • Hire, train, motivate, counsel, and monitor the performance of all service department staff
  • Ensure that all service department employees follow company safety policies; perform monthly department safety inspection and rectify all out of line conditions immediately to keep the workplace safe
  • Understand, keep abreast of, and comply with federal, state, and local regulations that affect the business and the workplace
  • Keep abreast of product and services provided by the dealership and/or manufacture; understand and implement new or changes in product and services

 

Job Requirements

QUALIFICATIONS

Education and/or Experience

  • High school diploma or the equivalent
  • One to two years of related experience
  • Must have valid state driver’s license
  • Must have and maintain a satisfactory driving record
  • Must meet physical demand of the position

Skills/Knowledge/Abilities

  • Demonstrate understanding and application of principles, rules and regulation of the automobile industry business
  • Demonstrate ability to operate the department at a profit according to dealership guidelines
  • Demonstrate knowledge and application of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Demonstrate ability to hire, train, motivate, counsel, and monitor the performance of all Service department staff
  • Demonstrate sufficient coping skill to deal with stressful situations while performing the duties of this position
  • Demonstrate ability to communicate effectively with a broad range of customers and employees
  • Demonstrate ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Demonstrate knowledge of operating a personal computer and its applications and industry databases