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About the Role
The Service Manager provides expert leadership, coaching, and mentoring to service technicians, overseeing workflow and ensuring productivity. This role is also responsible for service sales, estimates, and parts management.
Responsibilities
- Oversees the service area workflow and leads all technicians
- Provides expert level customer service by completing estimates on repairs, parts or other services
- Implements sales techniques for all products and services in the store
- Estimates hours of productivity
- Writes service tickets and assigns to the proper service technician
- Manages inventory levels of all products by analyzing sales, inventory data, working with vendors and replenishing stock
- Adjusts service and part pricing
- Handles escalated customer issues
- Oversees the overall quality of work being completed by the technicians
- Strategizes on how to increase gross profit and profit margins on service and part sales
- Analyzes customer satisfaction data from online sources
- Evaluates current customer service procedures and implements new strategies to increase ratings
- Makes recommendations on technician performance and pay
Requirements
- Proficient in Microsoft Office, including Word, Excel and PowerPoint
- Expert ability to communicate across all levels of the organization
- Ability to present complex ideas concisely and clearly articulate ideas both verbally and in writing
- Excellent analytical, planning and negotiation skills
- Excellent interpersonal skills with the expert ability to develop strong relationships with key members of both internal and vendor teams
- Demonstrated business and financial acumen with an expert knowledge and understanding of business issues, priorities, goals, and strategy
- Highly organized and extremely detail oriented with strong leadership experience
- Ability to maintain confidentiality, treat others with respect and uphold Company values
- Ability to perform in a fast-paced, goal oriented, and time sensitive environment
- Ability to drive organizational transformation
- Ability to communicate openly and build consensus with stakeholders
- Requires local travel
Skills
- Microsoft Office
- Communication
- Presentation
- Analytical skills
- Planning skills
- Negotiation skills
- Interpersonal skills
- Relationship building
- Business acumen
- Financial acumen
- Leadership
- Organization
- Attention to detail
- Sales techniques
- Inventory management
- Customer service
Location
- Local Travel is required
Work Type
- Full-time
Experience Level
- Expert level leadership
- Strong leadership experience