Service Manager

I. Kitagawa and Company • Full-time • Kailua Kona, Hawaii, United States • $6k - $10k / month • 4w ago

Description

SUMMARY

Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achieving objectives, and maintaining all service records. Ensures that the daily inventory of technicians’ time is consistently sold to service customers.

ESSENTIAL DUTIES

Forecasts goals and objectives for the department and strives to meet them.
Recruits, hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Reviews the departmental forecast model on a monthly basis.
Maintains reporting systems required by general management and the factory.
Attends the leader's meetings.
Monitors and controls the department's performance using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments. Assists in developing a marketing plan that promotes new and repeat business.
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.
Understands and ensures compliance with the manufacturer's warranty and policy procedures.
Accounts for all documents, ensuring that none are missing and that all are processed correctly.
Holds weekly Service department meetings and conducts periodic staff training.
Directs and schedules the activities of all Service Department employees.
Facilitates and/or conducts technical training and sends employees to appropriate training schools.
Monitors technicians’ daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders with the manager to ensure availability.
Initials all repair orders before submitting them to the warranty department, monitoring sales and hours relative to expectations.
Establishes and maintains good customer working relationships 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 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 the dealership’s policies.
Establishes and maintains 24 business hour follow-up with all customers to confirm satisfaction with the service experience.
Ensure that employees complete and remain current with all mandatory safety compliance, security, and safeguard training.
Ensures open positions are posted and the required Human Resources requisition process is completed within three (3) business days of vacancies.
Directs and monitors all company personnel and completes a performance evaluation of all Service department personnel on an annual scheduled basis.
Communicates Company policies and processes to Service department employees and ensures that they are understood and followed.
Ensure payroll-related functions, including but not limited to approving timesheets and leave requests, are completed in a timely manner and within required deadlines.
Completes and remains current with all mandatory manufacturing, safety compliance, safeguards, and cybersecurity training.
Maintains a safe work environment.
Ensure that the work area is kept clean.
Maintains a professional appearance.

ADDITIONAL DUTIES

Compensate for any personnel deficiencies that may lead to the department's not attaining its goals.
Ensures all Safety platform tickets are completed in a timely manner.
Ensures all Facilities repairs have been completed in a timely manner.
Ensure all Vendor Requests are accompanied by at least two vendor quotes.
Additional duties assigned by the COO or President.

Qualifications

QUALIFICATIONS

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty . The requirements below represent knowledge, skill, and/or ability . Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions.

Driving is essential to the position; must have and maintain current, valid driver's license and a clean driving abstract.
Several years of automotive industry experience (with proper management or service adviser roles preferred).
Strong leadership and communication skills Proficient in automotive shop management software.

EDUCATION AND/OR EXPERIENCE :

Minimum 3 years of automotive industry experience.
Service Advisor experience (preferred).
Management and staff development experience. (Preferred)
Cash Handling experience required.
Experience with Point-of-Sale [POS] System required.
Minimum 2-3 years of Customer service experience. Strong problem-solving skills.

COMPUTER SKILLS:

Basic computer skills
Basic Microsoft Office skills
Basic Google Suite skills
Proficient with Email & Communication
Proficient in automotive shop management software.
Experience with DMS System(s)

LANGUAGE SKILLS :

Ability to read and comprehend simple instructions, short correspondence, and memorandums. Ability to write simple correspondence.
An ability to effectively present information in one-on-one and small group situations to management, customers, clients and employees of the organization.
Ability to speak, read, and write fluently in English.

MATHEMATICAL SKILLS :

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY :

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Manufacturer [OEM} Training You must have and maintain a current driver's license with a clean driver’s abstract.

MENTAL DEMANDS:

Ability to work with multiple projects, tasks and deadlines.
Continuous alertness and attention to detail, concentration and ability to perform mathematical calculations to produce accurate work
Ability to work and effectively communicate with leadership and Store Personnel on time-sensitive matters.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; and use hands to finger, handle, or feel. The employee frequently is required to reach with hands and arms and talk or hear. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds with the assistant of safety gears, equipment, or PPE, and occasionally lift and/or move up to 50 pounds with the assistant of safety gears, equipment, or PPE. Rarely lift up to 100 pounds, requiring assistance from PPE, tools and equipment for items over 60 pounds.

Personal Protective Equipment (PPE) includes back braces, hand, head, foot, eye, face, and body protection. Goggles/eye protection, gloves, ear plugs, and back brace are provided by the organization and must always be included in their toolbox or workstation. PPE approved clothing/uniform and footwear, closed-toe, steel toes and slip-resistant soles, worn at all times.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, extended period of sitting, walking, working on the computer and telephone. The employee is frequently exposed to moving mechanical parts and fumes or airborne particles in the service bay area, occasionally moving vehicles. The noise level in the work environment is usually moderate in the service bay area. Appropriate clothing and closed-toed shoes must be worn at all times.