BERT OGDEN FIESTA MANAGEMENT SERVICE MANAGER

POSITION TITLE: Service Manager

DEPARTMENT: Service

REPORTS TO: Service Director

PURPOSE:

The service manager is responsible for the workflow and the profitability of the service department. As such, the manager controls the major overhead costs of the dealership and influences customer satisfaction and owner loyalty.

ESSENTIAL DUTIES:

• Maintain highest possible standards of workmanship; advise technicians of dealership CSI on a monthly basis.
• Maintain daily required housekeeping in service department to promote morale and quality standards; devise and implement – schedule of training for technical, productive, non- productive, and non tech[1]nical personnel.
• Obtain craftsman league scores at or above zone average; counsel regularly with employees, especially those whose performance is below standards.
• Develop systems of quality check of performance and tagging of special jobs.
• Resolve 100% of customer complaints within 48 hours.
• Involve owner relations manager (if separate title) in complaints as appropriate, but strive toward zero complaints reaching dealer for resolution.
• Keep dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily; be totally aware of “lemon laws”.
• Work effectively with Better Business Bureau to satisfactorily resolve complaints.
• Recruit, build, train, and maintain a quality service organization.
• Develop systems for quality checking each job.
• Recruit and hire highest quality technicians and service personnel.
• Devise, maintain and update systems for use of technical resource data in accordance with CCS and dealership policy appraise all personnel at least annually.
• Create and use systems for follow-up of customer pay and warranty labor to insure customer satis[1]faction; maintain repair order system that follows the three (3) “C’s” ; complaint, cause, and correction.
• Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
• Establish and maintain an organized and up to date customer follow and record system.
• Be familiar with and able to operate an automated control systems.
• File all completed repair orders within 48 hours of completion.
• Respond quickly to summons from cashier to help deal with concerned or confused customers.
• Complete campaigns in timely fashion, at or above zone average.

Job Descriptions

• Maintain accurate records and insure warranty parts retention as outlined in policy and procedures manual.
• Maintain effective Inter-department relationships.
• Develop systems for 100% review of check lists for car preparation.
• Handle service department responsibilities for delivery in accordance with the requirements of the gold key delivery program.
• Work with sales department in generation of new and used car sales.
• work with parts department as appropriate to ensure proper stocking of high use parts.
• Forecast sales, gross profit, and expenses.
• Develop annual service plan for use in connection with annual sales and profit forecast.
• Generate and maximize labor and parts sales based on true customer need.
• Achieve forecast customer labor sales within 10%.
• Maximize customer satisfaction through systems to ensure accurate handling of warranty and customer pay labor.
• Communicate effectively with all customers in a manner that reflects positively on one self, the dealership, and the product.

REQUIREMENTS

• Must be 21 years old or older.
• Must have a valid Texas driver's license.
• Must be able to pass a hair follicle drug screening test.
• Must be able to pass a background check screening.