Land Rover Service Manager

Indlr; North Bethesda, Northern (MD, KY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Group health insurance with employer contribution

2-4 weeks of vacation/PTO depending on tenure

6 paid holidays annually

Opportunities for professional growth

Job summary

A leading automotive service provider in North Bethesda seeks a Service Manager to oversee daily operations, manage staff, and ensure customer satisfaction. The successful candidate will have strong customer service skills, experience managing service departments, and proficiency in CRM tools. This role offers competitive compensation, benefits, and an opportunity to grow within the company. Join a fun and friendly work environment and help foster a culture of excellence in service.

Qualifications

• Strong customer service skills to maintain relationships.
• Ability to use CRM programs for customer communication.
• Experience in team leadership and motivation.

Responsibilities

• Oversee daily operations ensuring profitability.
• Manage service department staff performance.
• Build customer relationships through effective communication.

Skills

Customer service

Team leadership

CRM proficiency

Inventory management

Communication

Education

Four or more years related experience

Tools

POS systems

Job description

Independent Land Rover Specialists is looking for “A” players! We are growing, and are looking for top-level talent to join our team. High on our list is a Service Advisor that shows the potential of becoming a Service Manager when given the opportunity. Is that you? Check us out

Position Summary

As a Service Manager, you are responsible for all aspects of the daily operations of the business including sales, technical productivity, inventory, staffing, training, and policy enforcement.

You are responsible for fostering strong, community-style relationships with our client base. You must maintain a level of production to ensure shop profitability. You will monitor all sales & the technical department workflow to ensure customer needs are met. You are responsible for hiring, training, motivating, counselling & monitoring the performance of all service department staff, and holding regular team meetings. As a Service Manager, you will utilize available CRM programs to communicate with customers before, during and after their visit via email, text, and telephone calls to ensure they are comfortable and their needs are met. You’re responsible for keeping proper inventory levels and organizing regular counts. A Service Manager also shares the responsibility of the Service Advisor, so you must be able to assist in the daily sales operations of the business.

Ultimately, a successful Service Manager will accept ultimate responsibility for all aspects of daily operation, and maintain key performance indicators such as parts and labor margin %, car count and average repair order goals, effective labor rate and customer satisfaction goals.

About Us:

At Independent Land Rover Specialists we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by honoring our core values throughout our customer interactions as well as our hiring process. We are transparent through everything, a community of enthusiasts, experts in our field, passionate about what we do, and provide quality & dependable results.

Objectives

Maintains a professional appearance & positive attitude

Performs opening and closing procedures

Maintains clean & presentable parking lot, front office, customer area & restroom

Holds daily/weekly/monthly/quarterly shop meetings with sales & production personnel

Ensures that all customer communication (whether in person, by phone, or electronic) is professionally courteous and inviting

Answers phone calls professionally and handles customer inquiries and complaints expeditiously and in an ethical manner

Schedules service appointments and performs appointment confirmations

Establishes and maintains good working relationships with customers to encourage repeat and referral business

Communicates with customers through email and text messages. Utilizes CRM to establish and maintain 24-hour follow-up with all customers and confirm satisfaction with the service experience

Ensures that all customers are greeted promptly, performs check-in & check-out process

Builds estimates and reviews findings with customers.

Coordinates with vendors for parts pricing, ordering and returns

Monitors workload of sales, parts & maintenance personnel to ensure customer needs are met

Informs repair technicians of time allowances on each repair order.

Monitors workflow through the shop to ensure customer promise times and shop metrics are met

Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality

Coordinates with other businesses to sublet services to meet customer needs

Schedules next service or maintenance appointments at checkout, and records all declined and recommended services in POS

Ensures inventory levels are stocked as necessary

Ensures the proper care, storage and inventory of special tools, equipment and shop supplies

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

Ensures hazardous materials are stored properly and disposed of when necessary following safety guidelines

Keeps service department forms, menus and pricing guides up to date

Monitors and ensures that all personnel are performing required duties

Hires, trains, motivates, counsels & monitors the performance of all service department staff in conjunction with the General Manager

Keeps track of all personnel attendance and time off

Keeps track of all personnel parking usage and stipend amounts

Files as needed

Participates in all training programs that are made available

Ensures all personnel are participating in all training programs that are made available

Performing other tasks and errands related to the position as assigned by the Owner and/or General Manager

Ability to read, write, and interpret documents such as reports, safety rules, operating and maintenance instructions, business correspondence and procedure manuals

Ability to speak effectively before groups of customers or employees of the organization

Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, rates, ratios, percentages, area, circumference and volume and interpret graphs

Ability to apply common sense understanding to carry out detailed written, diagram, or oral instructions.

Ability to use office tools and equipment such as computers, printers, telephones and any other general office equipment needed to perform daily operations

Education, Certifications & Experience

Four or more years related experience and/or training; or equivalent combination of education and experience

ASE, Customer Service & Sales certifications preferred but not required

Physical Requirements

Must be able to lift, pull or push heavy objects

Must be able to endure prolonged periods of sitting or standing

Commitment to Diversity

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Independent Land Rover Specialists recognizes that a diverse staff, reflective of our community, is an integral part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

$100k+ annually depending on performance & experience/skill level

6 major holidays paid per year

2-4 weeks of vacation/PTO depending on tenure

5 Day work week only, Monday through Friday 8am-5pm

Group health insurance plan with $500 employer contribution per month

Convenient work location off of Route 355, steps from North Bethesda metro station and minutes from Routes 495 & 270

Fun & Friendly work environment, with supportive and encouraging management

Opportunity to learn and grow, all have a chance to move up if willing to go for it!

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to [e-mail]. Already a candidate? Please connect directly with your recruiter to discuss this opportunity.