Service Department Leader — Drive Customer Care & Growth

Williams Auto Group; Fisherville (NY); On-site; USD 85,000 - 125,000; Full time

Job summary

Williams Auto Group is seeking a Service Manager in Elmira, NY to lead the service department and drive profitability. The role focuses on staffing, budgeting, customer satisfaction, and compliance with regulations while maintaining quality service records.

You will forecast departmental goals, hire and mentor staff, and manage budgets, reporting, and processes with a focus on efficiency and growth. Strong leadership and communication are essential.

Qualifications

• Four to ten years related experience and/or training; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.
• Ability to write speeches and articles for publication that conform to prescribed style and format.

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.
• 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.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing, and 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.
• Ensuring the completion of electronic communications with customers regarding DMPI, estimates, payment, etc.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealership's guidelines.
• Manage the digital MPI process.
• Be comfortable with a smartphone or tablet to complete vehicle check ins and communicate with customers throughout the service process.
• Understand and utilize dealership software programs to perform basic job duties.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• MInains safe work environment.
• Makes sure to maintain professional appearance.
• Other tasks as assigned.

Skills

Leadership

Budgeting

Staff management

Customer service

Education

4–10 years related experience or training

Tools

Dealership software

Job description

Williams Auto Group is seeking a Service Manager in Elmira, NY to lead the service department and drive profitability. The role focuses on staffing, budgeting, customer satisfaction, and compliance with regulations while maintaining quality service records.

You will forecast departmental goals, hire and mentor staff, and manage budgets, reporting, and processes with a focus on efficiency and growth. Strong leadership and communication are essential.