Service Manager

Warren Henry Automotive Group; Florida; On-site; USD 90,000 - 125,000; Full time

Job summary

Warren Henry Automotive Group seeks a Service Manager to maximize efficiency, revenue and productivity within the service department. The role directs departmental goals, leads a technical team and ensures adherence to SOPs and policies.

Responsibilities include monitoring financials, recalls, warranties, and customer satisfaction while promoting services, parts and accessories. Strong automotive knowledge and ADP experience are essential.

Qualifications

• Must have strong automotive knowledge.
• Experience with ADP payroll system.
• Proven leadership in high-volume service operations.
• 5+ years automotive service management experience.
• Ability to adapt in a dynamic environment.
• Commitment to ethical business practices.
• Knowledge of federal/state/local regulations affecting service operations.

Responsibilities

• Plan and direct departmental goals aligned with company vision.
• Improve service department productivity via SOPs and policies.
• Promote sale of services, parts and accessories.
• Lead and manage a technical team, monitor efficiency.
• Ensure compliance with cash handling, safety, and regulations.
• Monitor service financial statements and WIP.
• Maintain pricing and MPI; manage recalls and warranties.
• Oversee training and certification to support objectives.
• Collaborate with HR on hiring, performance, and discipline.

Skills

Leadership

Innovative

Motivation

Technical aptitude

Time management

Analytical skills

Customer oriented

Goal oriented

Judgment

Problem solving

Tools

ADP experience

Job description

Position Overview

The Service Manager’s key responsibility is maximizing the efficiency, revenue and productivity of the service department.

Responsibilities

• Plans and directs departmental goals and objectives to be in line with the company’s mission and vision.
• Responsible for driving improvement and productivity of the service department by developing, maintaining and ensuring adherence to standard operating procedures (SOP’s),and company/factory policies.
• Promotes the sale of appropriate services, parts and accessories and associated service needs.
• Leading and managing a dedicated technical team and monitoring efficiency and productivity.
• Audits/monitors various risk areas for compliance such as cash register, safety compliance, dealer license plates, flag/flat rate practices, applicable federal, state and local regulations as they relate to working permits and other key areas.
• Monitors service financial statements.
• Maintains cash, warranty/extended warranty, work in process, service policy and sublet schedules.
• Expedite internal repairs and pre-owned reconditioning.
• Reviews all aging repair orders with staff on a daily basis.
• Checks vehicles for open recalls and arrange for repair.
• Maintain XTIME DMS and pricing.
• Assists consumer affairs, Tech Line, DTS, DPSM, FOM with all customer concerns and vehicle buy backs.
• Maintain MPI pricing and ensure proper usage by employees.
• Administer alternate transportation programs.
• Administer customer retention programs and remove all non-retained from inner circle.
• Maintains reporting of various processes and systems and keeps GM abreast of all items.
• Develops the capability of the technical team by planning and coordinating appropriate technical training and certification for technician completion to support dealership objectives. Ensures up-to-date compliance on factory related/mandated training.
• Maintain shop equipment ensuring proper maintenance schedule is followed.
• Sets, monitors and drives the achievement of performance targets of Service Consultants, Technicians and support staff.
• Maintains relationships with customers and ensures exceptional customer satisfaction index and mystery shop scores are achieved to meet or exceed manufacturer standards.
• Interfaces with department managers to improve operations, performance and profitability.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Develops and implements marketing plans to promote new and repeat business.
• Maintains outstanding business relationships with manufacturer.
• Oversees technician shop hours and proper submission to payroll.
• Collaborates with human resources for employee hiring, terminations, performance review and discipline.

Qualifications

• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Innovative - Ability to look beyond the standard solutions.
• Motivation - Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Goal Oriented - Ability to focus on a goal and obtain a pre-determined result.
• Judgment - The ability to formulate a sound decision using the available information.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Minimum Qualifications:

• Strong automotive knowledge.

• ADP experience

• Outstanding leadership skills which focus on treating employees with respect.

• Strong quantitative skills.
• 5+ years previous automotive service management experience at a high volume store.
• Comfortable with ambiguity in a dynamic, changing environment.
• Unwavering commitment to ethical business practices.
• 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.