Service Manager

About Knudtsen 

Knudtsen Foothills Lincoln Mazda is seeking an Service Manager to join the Knudtsen family. Knudtsen is a family-owned and operated company that provides the Spokane and Post Falls communities with new and used cars, full-service body shops and service departments,as well as genuine Mazda and Lincoln Parts.  At Knudtsen,we strive to be a team and truly value our relationships with each other, our customers, and the community.  

Additionally, we have some great benefits:  

• Employer sponsored health insurance - medical, dental, vision – for employees and dependents   

• Life insurance plans  

• Paid holidays  

• Sick pay  

• Paid vacation  

• Employee purchase discounts  

• 401(K) Retirement Savings Plan (4% Employer Match!)   

• Training and education assistance 

Responsibilities 

Teamwork 

• Foster a culture of harmony and teamwork within the service department and with all other departments. 

• Collaborate with other department managers to promote teamwork between department staff and create a positive customer experience across the dealership.  

• Provide recognition and appreciation toservice department employeesachieving their individualand team goals. 

• Ensure the professionalism of service department employees, including cleanliness of work areas.  

• Create, post, and update work schedules. 

• Correct service department employee timecards, as needed, daily.  

• Complete reports for service departmentpayroll.  

• Serve as a liaison with Mazda and Lincoln’s representatives. 

• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.    

• Attend managers' meetings as requested. 

• Assist in the human resource functions of the service department, including interviewing and hiring newconsultants, performing evaluations, enacting discipline, and recommending compensation. 

Training 

• Supply on-the-job training toservice consultants onRSLEprocessesfor pre-appointment, appointment, menu presentation,MPVI, waiting customers, non-waiting customers, declined services, cashiering, setting the next appointment,and active delivery. 

• Coach, counsel,orcorrect consultants whoseCSI Surveysdoesnot meet or exceed theregional average. 

•  Supplyon the job training andaid totechnicians needing helpto complete a job, including duplicating a customer concern and quality control to confirm the diagnosed concern wasaccuratelycorrected. 

• Coach, counsel, or correct technicians whose scores do not meet or exceed the region score. 

• Hold frequent meetings with each team to monitor and update progress toward goal completion. 

• Verify that team members are up to date on their required training.Schedule all other training as needed. 

Metrics 

• Make sure the effective labor rate on customer pay repair labor remains at +/- $2.00 of warranty labor rateand the overall CSI score is at or above the region average. 

• Forecast goals and objectives for the service department and strive to meet them. 

• Prepare and administer an annual operating budget for the service department.  

• Manage department performance using tools such as the daily operating control (DOC), efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.  

• Make sure the shop is at least 125% proficient and thatthe overall gross profit margin on labor does not fall below 75%. 

Compliance 

• Comprehend, remain current on, and ensure the department complies with manufacturer, federal, state, and local regulations that affect service operations such as warranty policies and procedures, hazardous waste disposal, OSHA, EPA, etc.  

• Maintain safe work environment.  

• Ensure the proper care, storage, and inventory of special tools. 

• Stay informed on new equipment and tools available and recommend purchases accordingly. 

• Ensure that customer service files are up-to-date and readily available for reference.  

• Initials the following repair orders before submitting them to the warranty administrator: repeat repairs, other labor hours (OLH), straight time hours, certain inventory, good-will to the customer, when customer pay is converted to warranty pay, warranty ad lines monitor expenses relative to expectations. 

Customer Service 

• Monitor and follow up on parts orders with the parts manager to ensure availability.  

• Work with the general manager to receive and resolve customer feedback. Work with human resources to resolve employee concerns. 

• Establish and maintain customer follow up program to confirm satisfaction with the service experience. 

• Require that customers aregreeted,and phones are answered promptly, a proper walk-around is completed, and are given fair and accurate estimates of repair or maintenance cost and time. 

• Maintain high-quality service repairs and minimize comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality.

• This list is not exhaustive and other duties may be assigned. 

Qualifications 

• A team player focused on providing exemplary customer service.  

• Able to stand or walk on hard surfaces for the majority of shift in all types of weather while exposed to elevated noise, vibration, and chemicals. Must be able to stoop, bend, and twist on a daily basis.  

• Can carry up to 20 pounds and lift up to 70.  

• Able to safely operate a wide variety of cars, trucks, SUVs, and vans, including both automatic and manual transmissions.  

• Have a valid driver’s license. 

• Pass a motor vehicle report and possess a safe driving record. 

• Pass a criminal background check. 

• Required pre-employment drug test (note: we do not test for marijuana during pre-employment testing).  

• Also subject to random drug testing, reasonable suspicion drug and alcohol testing, and post-accident testing at the company’s request.  

PHYSICAL DEMANDS and WORKING ENVIRONMENT 

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. 

The Service Manager may be required to stand for long periods of time, sit for long periods of time, walk with customers and team members, lift and/or carry up to 50 pounds, balance, stoop, kneel and crouch.  While performing the duties of this job, the employee is regularly required to talk, listen and hear.  The employee is frequently required to use hands to finger, handle, feel and reach with hands and arms.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  The environment for the Service Manager varies, but often is an office setting and working in a car showroom.  The Service Manager will be required to walk the dealership property and may encounter inclement weather. The Service Manager may also enter the service areas and be exposed to dangerous work environments and loud noises.  The noise level in the work environment is usually moderate to loud. 

Knudtsen Dealerships and Auto Body Shops are an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.