Direct daily activities of the Service Department to achieve maximum profit and growth objectives. Provide high quality service work, which meets customer expectations, encourages repeat business, and attracts new business to the dealership. Success will be achieved through appropriate staffing, training and development, customer retention, cost controls and meeting business plan objectives.
Revenue:
- Responsible for Service Department profitability and maintaining high levels of customer satisfaction
- Meet Service Department financial and operating objectives in support of the company business plan
- Achieve Service Department sales plan by meeting with customers, working with dealership sales teams, the Marketing Department and through referral business
- Engage customers and maintain positive relationships with key decision makers and influencers
- Lead Service Department efforts to achieve monthly business plan objectives
Operations:
- Conduct weekly shop meetings to review KPIs, policies, procedures, technical updates, customer issues and safety training and concerns
- Maintain a safe work environment and ensure employees adhere to company safety practices; in the event of an accident follow established company protocol
- Maintain shop and service office cleanliness and organization and provide general upkeep of dealership facility and grounds
- Address customer issues immediately, communicate effectively and document as needed
- Ensure proper tooling is available and ensure repairs or replacements are made promptly
- Communicate effectively and timely between departments and locations
- Ensure compliance of warranty procedures, repairs, and documentation in accordance with vendor warranty guidelines
- Address customer collection issues by working regularly with the Accounting Department
- Participate and be an active contributor in monthly Service Manager meetings
Personnel:
- Maintain a positive workplace culture
- Meet with employees regularly and comply with company annual and semi-annual employee 1:1 meeting process and target dates
- Regularly evaluate employee skill levels and needs and ensure dealer and OEM training requirements are met
- Lead all staffing efforts of the Service Department and work regularly with the Human Resources Department to source talent
- Participate in local recruiting events, engage local high schools and technical schools, serve on school advisory boards as a subject matter expert
- Ensure employee concerns are addressed professionally and in a timely manner
- Associate Arts degree in a technical field or a minimum of 5 years of comparable work experience
- Strong understanding of service operation safety practices. Responsible for safety audits, safety training, compliance with State and Federal OSHA, MSHA, EPA, and DOT regulations
- Experience with budget planning, delegation, keen decision making and project management
- Experience with training, coaching and mentoring employees
- Detail oriented and highly organized
- Ability to prioritize and multi-task in a fast-paced environment
- Strong written and oral communication skills
- Have or obtain and maintain a commercial driver’s license (CDL)
