Service Manager

Ensure that every service employee shows common courtesy to all customers. Handle customer complaints tactfully, promptly and with genuine concern for the customer’s problems. Ensure that customer inconveniences complaints and misunderstandings are dealt with fairly and quickly. Make every reasonable effort to ensure that vehicle repair is a pleasant customer experience. Maintain a follow-up system to monitor customer feedback. Continually strive to increase labor and parts sales by training and motivating service employees. Determine staffing requirements. Hire and set training needs for service Employees “Technical and service advisors”. Maintain daily sales and production records as prescribed by dealership management. Review the sales performance of Service Advisor and evaluate them on a regular basis. Ensure that all necessary service shop equipment is in proper and safe working condition. Obtain the special tools and equipment necessary to maintain and repair and service all service vehicles. Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up-to-date and accessible. Review technical bulletins from the manufacture and distribute them to the appropriate Technicians. Stay up-to-date on product changes and new products. Understand and monitor the service section of the dealership’s financial statement. Create and control budgets for personnel and other expenses over which control has been delegated. Assure proper repair order flow to satisfy customer, technicians, and parts department and business office. Ensure that the dealership receives full value for outside services and materials purchased. Know and understand the manufacturers and dealership’s warranty policies and procedures. Administer proper and prompt warranty claims processing and submission. Monitor and control warranty claims and ensure that they are corrected and resubmitted promptly. Cross-train backup personnel for every position in the service department. Strive to increase the production and earnings of every employee. Counsel Service employees, who fail to adhere to instructions, company policies etc. Report to management any circumstances that compromise the integrity, security or financial position of the dealership. Properly document employee behavior that may result in punitive job action such as termination. Review with every service employee a written job description and have then sign it. Assist subordinates in all phases of their job descriptions when the shop is over-burdened or when sickness and /or vacations occur. Set a high standard for shop cleanliness, equipment repair and general shop appearance and require that it be maintained. Schedule preventive maintenance of shop equipment. Organize and maintain proper use of the service department’s designated parking areas. Analyze and eliminate practices that waste supplies, utilities, space and time. Hold regular meetings for service staff to discuss various matters.

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