Job Details
SUMMARY:
This position is responsible for overseeing all operations of the Service Department.
ESSENTIAL JOB FUNCTIONS:
Develop goals and plans for and provide direction or organization to optimize departmental performance in the areas of
Customer service
Revenue attainment
Cost control
Technician productivity
Quality assurance
Cycle time
Ensure service advisors are keeping their customers informed and optimizing throughput.
Ensure technicians are attaining high levels of productivity, quality, and collectible hours.
Maintain updated status of all service coaches on property.
Encourage teamwork within and between departments.
Monitor service write-up process to ensure advisors are complying with policies and procedures.
Prepare and administer an annual operating budget for the service department.
Monitor repair order trends, including number of repair orders open and completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
Understand, keep abreast of, and comply with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA right-to-know, etc.
Hire, train, motivate, develop, counsel, and monitor the performance of all service department staff.
Direct and schedule the activities of all department employees.
Develop and maintain advisor work processes.
Provide Technical assistance to employees as needed.
Conduct meetings with department employees to discuss activities and problems of mutual interest.
Ensure that customers' service files are up-to-date and are readily available for reference.
Ensure accounts receivables are collected for service work.
Handle customer complaints.
Ensure that the work areas and customer waiting area are kept clean.
Account for all documents; ensure that none are missing.
Maintain reporting systems required by general management and the shop.
Attend all company required meetings and training.
Additional responsibilities as requested or required.
QUALIFICATIONS and EXPERIENCE:
Business unit management experience and 5 years of service management experience
Ability to forecast and anticipate business needs
Ability to sustain business growth while driving strong culture
Ability to anticipate and resolve problems
Valid driver's license and clean driving record to meet insurance requirements
Excellent business acumen, sound judgement and solid work ethic
Excellent customer service and communication skills, both verbal and written
Ability to speak, read, write and comprehend English
EDUCATION:
Bachelor Degree or equivalent combination of experience and education