Description:
Duties and Responsibilities:
-
Forecasts goals and objectives for the department and strives to meet them.
-
Hires, trains, motivates, counsels and monitors the performance of all Service Department staff.
-
Prepares and administers an annual operating budget for the service department.
-
Maintains reporting systems required by general management and the factory.
-
Attends Manager meetings.
-
Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
-
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 all are accounted for and that all are processed correctly.
-
Holds weekly 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 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.
-
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.
-
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
-
Serves as liaison with factory representatives.
-
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 and given fair estimates on costs and time required for repairs and maintenance.
-
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.
Requirements:
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 (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
-
Two to four years related experience and/or training; or equivalent combination of education and experience.
-
Four to ten years related experience and/or training; or equivalent combination of education and experience
Working Conditions:
-
Office is temperature controlled.
-
Shop temperature is controlled by large ceiling fans to cool down the shop and heaters to warm it up.
