Service Manager

Description

PURPOSE

The Service Manager is responsible for overseeing the daily operations of the Service Department, ensuring optimal profitability, employee satisfaction, and customer loyalty. This position requires strong leadership and organizational skills to establish, implement, and monitor departmental policies and procedures aligned with dealership goals.

RESPONSIBILITIES

• Develop and enforce Service Department policies and procedures to maximize productivity, efficiency, and profitability.
• Ensure workshop utilization meets sales volume, gross profit, and customer satisfaction targets.
• Maintain customer loyalty and promote positive customer relations through effective problem resolution and service delivery.
• Drive a positive, productive, and team-oriented workplace culture.
• Maintain gross profit margins at or above 67.5% and control departmental expenses at or below 56%.
• Monitor and maintain receivables under 30 days at all times.
• Oversee quality control and ensure all repairs meet dealership and manufacturer standards.
• Supervise and evaluate the performance of service personnel; establish training and development plans.
• Coordinate service marketing activities and pricing strategies.
• Prepare accurate forecasts, budgets, and performance reports.
• Attend and contribute to management meetings.
• Implement technician efficiency programs; ensure a minimum of 100% productivity rate.
• Manage warranty programs, rental vehicle operations, and other special programs.
• Maintain organized files, service correspondence, and documentation.
• Ensure compliance with all federal, state, and local regulations.

  ESSENTIAL FUNCTIONS OF JOB - Employees must perform the following 

Daily

• Supervise and manage the Service Department in accordance with the dealership’s guidelines, procedures and upper management directives.
• Resolve customer problems and complaints immediately and effectively.
• Provide service and parts estimates when needed; assist with diagnosis of difficult and unusual vehicle malfunctions.
• Implement and maintain a daily program for ensuring a minimum of group average at and or above in customer viewpoint. 
• Select and train key personnel.  
• Plan and coordinate service marketing activities.
• Prepare pricing guides for frequent labor operations.
• Maintain department correspondence and files.
• Oversee rental programs.
• Administer special programs, such as in-house warranty and mechanical insurance plans.
• Maintain technician efficiency at a minimum of 100% and above.
• Direct and schedule activities of the department personnel.
• Control technicians actual time spent on job versus allowable flat rate time.
• Attend managers meeting, as scheduled

Weekly

• Establish financial and operational objectives; prepare monthly forecasts.
• Evaluate performance of department through operational and financial statistical tools.
• Maintain personnel and training records.

Monthly 

• Conduct scheduled department meetings.
• Administer an ongoing employee training and recognition program.
• Additional Responsibilities of Job
• Evaluate employee performance on a quarterly basis to review compensation and make recommendations for changes.
• Meet with employees to review performance, per established schedule.
• Outline training programs for Service Department employees and coordinate dealership’s technical training program.
• Maintain liaison with volume customers to support customer satisfaction and encourage referrals.
• Maintain working relations with franchise representatives.
• Know, understand and practice the federal, state and local laws which govern automobile vehicle service centers.
• Keep demonstrator clean and in proper working condition.
• Maintain a clean and accessible technical facility,
• Perform other duties as assigned and/or requested.

Requirements

QUALIFICATIONS  

• Minimum of 5 years of management experience in an automotive service environment.
• In-depth technical knowledge of vehicle servicing and repair procedures.
• Proven ability to lead teams, resolve conflicts, and drive departmental performance.
• Experience in budgeting, forecasting, and operational planning.
• Familiarity with ADP/CDK or similar DMS platforms.
• Strong PC skills and proficiency with Microsoft Office.
• Excellent communication, organizational, and customer service skills.
• High School Diploma or GED required; college degree preferred.
• Valid driver’s license with a clean driving record; insurable.

WORKING CONDITIONS

This role involves frequent movement between office areas, service bays, and the lot, as well as exposure to noise, fumes, and other service-related environmental conditions. Employee may drive vehicles in varied conditions for testing purposes. Evening, weekend, and holiday hours may be required.