Service Manager

Job Summary:

The Service Manager is responsible for overseeing the daily operations of the service department, ensuring excellent customer service, and driving departmental performance. This includes managing service technicians, maintaining a high level of customer satisfaction, and ensuring that all service processes and procedures are followed effectively. The Service Manager also plays a critical role in achieving service department sales and profitability goals.

Key Responsibilities:

- Supervise Service Team: Manage, lead, and motivate a team of service technicians, advisors, and support staff to ensure high performance, efficiency, and quality service.
- Customer Service: Ensure that customers receive exceptional service by handling complaints, providing timely updates on service progress, and ensuring customer satisfaction upon completion of services.
- Department Performance: Set and meet service department goals, including repair orders, revenue targets, and customer satisfaction metrics. Monitor daily performance and make adjustments to improve efficiency and profitability.
- Scheduling & Workflow Management: Oversee scheduling of service appointments and repairs to ensure optimal technician utilization. Efficiently manage work orders to meet service timelines and customer expectations.
- Quality Control: Ensure that all service work is performed correctly and that repairs meet quality standards. Conduct inspections of completed work to verify accuracy.
- Training and Development: Provide ongoing training and development to service staff, including technicians and advisors, ensuring they are up-to-date with product knowledge, procedures, and certifications.
- Inventory & Parts Management: Monitor inventory levels for parts and supplies, ensuring adequate stock levels while controlling costs. Liaise with parts department to ensure availability of necessary parts for scheduled repairs.
- Financial Management: Assist with budgeting and controlling departmental expenses, monitor service labor and parts costs, and ensure profitability of the service department.
- Compliance & Safety: Ensure all service operations adhere to dealership, manufacturer, and regulatory standards, including safety protocols and environmental requirements.
- Sales & Marketing: Work with the sales team to promote service department offerings such as extended warranties, service contracts, and maintenance packages. Develop and implement promotional strategies to increase service business.

Qualifications:

- Experience: Previous experience in automotive service management, with a proven track record of managing service teams and achieving sales and service goals.
- Knowledge: Strong understanding of automotive repair processes, service department operations, and customer service best practices.
- Leadership Skills: Excellent leadership, communication, and interpersonal skills with the ability to motivate a team.
- Customer Focused: A commitment to delivering outstanding customer service and building strong customer relationships.
- Organizational Skills: Strong time management and organizational skills, with the ability to manage multiple priorities.
- Education: High school diploma or equivalent required; automotive-related certifications or college degree is a plus.
- Computer Skills: Proficient in dealership management software, MS Office Suite, and other relevant systems.
- Working Conditions:
- Fast-paced environment with high customer interaction.
- May require occasional evenings or weekends based on dealership hours and customer demand.
- Occasional travel for training or manufacturer-related events.
- This role is essential to the overall success of the service department and requires an individual who is both customer-focused and driven to achieve operational excellence.

Send your CV via Auto-jobs.ca.