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About the Role
This position plays a large role in the leadership of the dealership and will be part of one of the volume sales leaders in the market. The role runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records. Ensures that the daily inventory of technicians’ time is consistently sold to service customers.
Responsibilities
- Forecasts goals and objectives for the department and strives to meet them.
- Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
- Prepares and administers an annual 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.
- Strives for harmony and teamwork within the department and 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 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.
- 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 manager to ensure availability.
- Initial 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.
- 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 that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
- Ensuring the completion of electronic communications with customers regarding DMPI, estimates, payment, etc.
- Prepares pricing guides and maintenance menus for frequent labor operations.
- Handles customer complaints immediately and according to dealership's guidelines.
- Manage the digital MPI process.
- Be comfortable with a smartphone or tablet to complete vehicle check ins and communicate with customers throughout the service process.
- Understand and utilize dealership software programs to perform basic job duties.
- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
- Maintains safe work environment.
- Maintains a professional appearance.
- Other tasks as assigned.
Requirements
- Four to ten years related experience and/or training; or equivalent combination of education and experience.
- Ability to read, analyze, and interpret common scientific and technical journals, financial reports and legal documents.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to write speeches and articles for publication that conform to prescribed style and format.
- Ability to effectively present information to top management, public groups and/or boards of directors.
- Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical 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.
Skills
- Leadership
- Staffing
- Customer retention
- Cost controls
- Inventory management
- Budgeting
- Marketing
- Compliance with regulations
- Warranty procedures
- Communication
- Teamwork
- Problem-solving
- Technical training
- Customer service
- Digital MPI
- Smartphone/tablet proficiency
- Dealership software proficiency
Location
- Not specified
Work Type
- Full-time
Experience Level
- 4-10 years
Education Level
- Not specified
Salary/Compensations
- Not specified
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
About the Company
- Williams Auto Group is a volume sales leader in the market.
- Offers a fun, fast-paced work environment with a focus on our customers and helping our community.
Equal Opportunity
- Not specified