Service Manager

Service Manager 

Role Overview 

The Service Manager is responsible for leading the Service Department to deliver an exceptional customer experience while meeting performance, financial, and operational goals. This role oversees Service Advisors and Customer Service Representatives (CSRs), ensures shop production targets are met, maintains adherence to policies and processes, and fosters a culture of accountability and recognition. 

 Essential Duties and Responsibilities

•  Recruit, Hire, Train, Develop, and Retain high performing associates 

• Ensure that the service team provides an exceptional customer experience for customers, providing recognition to team members when deserved and accountability when necessary.  Resolve customer concerns within 24-48 hours. 

• Meet/exceed department performance expectations as set forth by management. 

• Train, monitor, and coach Service Advisors and CSRs to perform the functions as set forth in their job descriptions at an exceptional level. 

• Oversee shop production in coordination with Group Lead Technicians to achieve: 

• 80%+ gross profit percentage 

• 125%+ productivity 

• 90% Grid Compliance 

• Fixed Right First Visit score of 92+. 

• Maintain consistency and discipline within all customer touch processes (appointment, appointment reminder, write up, recommended services, active delivery, and follow up) to achieve consistency and benchmark results. 

• Maintain consistency and discipline for all policies and expectations related to all internal processes and financial controls (Op codes, labor types, payment types, discounts, and policy).  

• Review service appointments with the team to coordinate production and upsell opportunities. 

•  Review all customer pay RO’s and invoices on a daily basis to monitor Service Advisor effectiveness. 

• Review all ROs with internal charges (stock #, policy, advertising) with management team to determine proper accounting of internal charges. 

• Perform Service Advisor functions as outlined in Service Advisor job description as required to meet department objectives. 

• Assist with design and implementation of marketing strategy for the Service department. 

• Complete or oversee performance reviews of Service personnel according to company policy. 

• Establish and monitor work schedules for Service personnel. 

Supervisory Responsibilities 

•  The ability to supervise a team of Service Advisors and CSRs with the appropriate communication and leadership qualities. 

Education and/or Experience 

•  High school diploma or equivalent required with a minimum of 5 years of automotive or similar experience. College degree preferred but not required. 

Communications Skills 

•  The ability to communicate clearly and concisely to perform the essential functions of the position. 

Certificates, Licenses, Registrations 

•  The team member agrees to complete the training required by Buckeye and/or the manufacturer. 

 Physical Demands 

•  The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. These physical demands include the ability to stand for extended periods of time (up to and including 8 hours), the ability to walk briskly, the ability to get in and out of and drive vehicles, and the ability to lift up to 25 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Compensation 

•  Compensation will be commensurate with experience. 

Disclaimer: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.  This job description does not create an employment contract and does not alter the employment-at-will relationship between employer and employee. 

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Service Manager Date 

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