SUMMARY
Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers.
ESSENTIAL DUTIES include the following. Other duties may be assigned as needed.
Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Forecasts goals and objectives for the department and strives to meet them.
Prepares and administers an annual operating budget for the service department.
Attends managers meetings.
Strives for harmony and teamwork within the department and with all other departments.
Develops and implements a marketing plan which promotes new and repeat business.
Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Accounts for all documents; ensures that none are missing and all are processed correctly.
Develops, maintains and monitors a formal customer service index (CSI).
Holds monthly department meetings.
Directs and schedules the activities of all department employees.
Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
Monitors technicians' daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders daily with the parts manager to ensure availability.
Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order (i.e., Chilton's or Motors).
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
Keeps abreast of new equipment and tools available and recommends purchases.
Ensures that the work areas and customer waiting area are kept clean and maintain a professional appearance.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Serves as liaison with factory representatives.
Assists in the collection of past due customer accounts.
Ensures the proper care, storage, and inventory of special tools.
Ensures that customers' service files are up-to-date and readily available for reference.
Ensures that all customers are greeted promptly, given fair estimates on costs and time required for repairs and maintenance, and proper customer authorization signatures are captured. Ensures that customers are contacted during the repair process if additional work is needed.
Prepares pricing guides and maintenance menus for frequent labor operations.
Handles customer complaints immediately and according to dealership's guidelines.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Maintains safe work environment.
Maintains a professional appearance, and ensures others in the department maintain a professional appearance.
SUPERVISORY RESPONSIBILITIES
Manages Service Advisors and Shop Foremen who supervise and facilitate daily activities for Service
Technicians. Is responsible for the overall direction, coordination, and evaluation of this unit. Also directly supervises all non-supervisory employees (administrative and maintenance). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Bachelor's degree or relevant vocational training is preferred.
Proven experience as a Service Manager in the heavy truck and diesel service industry.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional and industry journals and publications, technical procedures, financial reports and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of pertinent industry and operational data and trends.
REASONING ABILITY
Ability to define problems, collect appropriate data, establish facts and draw valid conclusions. Ability to deal with a variety of situations where only limited standardization or experience exists. Ability to interpret an extensive variety of technical and operational instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid CDL Preferred
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands and fingers; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and taste or smell. The employee must occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, outside weather conditions, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate to loud.
Job Type: Full-time
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Day range:
- Monday to Friday
- Weekends as needed
Shift:
License/Certification:
- Driver's License (Required)
Ability to Relocate:
- Cedar Rapids, IA 52404: Relocate before starting work (Required)
Work Location: In person