Job Type

• Greets external and internal customers in a timely, professional, smiling and friendly manner. Listens actively, providing accurate information and advise.
• Forecasts goals and objectives for the department and strives to meet them.
• Hire, train, motivate counsel and monitor the performance of all service department staff.
• Administers a monthly operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Provide enthusiastic and professional leadership to shape employee attitudes and build morale. Strives for harmony and teamwork 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 the service operations, such as hazardous waste disposal, OSHA Right-to Know, etc.
• 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.
• Assists in the collection of past-due accounts.
• 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 managers 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.
• 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 relationship with vocational and technical schools to ensure personnel recruitment activities.
• Serves as a liaison with factory representatives.
• Ensures proper care, storage and inventory of special tools.
• Keeps service department forms, menus and pricing up to date.
• Ensures the 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.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• Handles customer complaints immediately and according to dealerships guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Maintains safe work environment.
• Prioritizes and performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations.
• Communicates clearly both verbally and non-verbally. Submits concise, complete, and clear legible records for both dealership and customer use.
• Maintains assigned work area and break room in an organized and clean manner. Exhibiting pride in the work area and dealership.
• Maintains personal cleanliness, grooming and uniform standards according to dealership guidelines.
• Displays high standard of ethical conduct. Refrains from unethical, dishonest and theft related behavior. Exhibits integrity, adhering to all company policies, including our commitment to ZERO TOLERANCE of discrimination and work place violence.
• Aligns behavior with the needs, priorities and goals of the organization. Fosters commitment, pride, trust and team spirit.
• Utilizes supplies and materials in a practical, economical manner. Handles all toxic chemicals and hazardous waste according to the dealerships current policies and procedures.
• Reports to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees or customers.
• Communicates everyday, with direct supervisor if it is necessary to be late or absent.
• Other job duties as required.