Coaches, and trains all department employees to follow all company operating policies, procedures, and performance goals
Forecasts goals and objectives for the department and strives to meet them.
Administers an annual operating budget for the service department.
Maintains reporting systems required by general management and the factory.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Promotes teamwork within the department and with all other departments.
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 regular department meetings.
Directs and schedules the activities of all department employees.
Coordinates 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.
Ensure timely submission of all warranty claims.
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.
Informs repair technicians of time allowances on each repair order.
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.
Prepares pricing guides and maintenance menus for frequent labor operations.
Handles customer complaints immediately and according to dealership's guidelines.
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.
EDUCATION and/or EXPERIENCE:
Associates degree or higher; or three to four years related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS:
Must have a Commercial Driver’s License (class B) or ability to acquire within 6 months.
Ability to pass DOT drug screen and physical.
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 accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently required to sit, stand, walk, and occasionally stoop, kneel or crouch.