Service Manager

SERVICE MANAGER

POSITION: Service Manager
SALARY $60,000 - $70,000 per year
HOURS Monday - Friday: 7:30 a.m. - 4:30 p.m.
  Saturday: 8:00 a.m. - 1:00 p.m.

Greenway Autos Chrysler Dodge Jeep Ram of Morris has been a family-owned business since 1967. We are looking to expand our Service Center team by adding a Service Manager position.

 

Daily Duties and Responsibilities:


  • Complete 'Daily Checklist'

Customer Relations:


  • Establish and maintain good working relationships with customers to encourage repeat and referral business
  • Promptly answer/respond to all telephone, online, and walk-in service leads
  • Promptly greet all customers in person 
  • Ensure each customer’s service files are up-to-date and readily available for reference
  • Provide all customers with fair estimates on costs and time required for repairs and maintenance
  • Handle 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
  • Keep the work areas and customer waiting area clean and organized
  • Maintain a professional appearance

Managing Business:


  • Possess knowledge and understanding of vehicle mechanics
  • Must have an ability to confidently answer customer inquiries regarding the following:
    • Vehicle problems and repairs
    • Warranties
    • Services we provide
    • Labor and part pricing
  • Ensure efficiency and productivity within the service department through direct coaching and management of technicians, service advisors,appointments/dispatching, and warranty administration
  • Maintain profitability and exceed forecasted expectations through customer retention, cost controls, exceeding goals, and maintenance of all service records
  • Prepare required documents for franchise audit(s) as required
  • Perform any other miscellaneous duties as requested by Owners and Controller

Efficiency and Utilizaton:


  • Write-up customer repair orders, perform quality control checks, and provide fair quotes for repairs and maintenance
  • Make calls into warranty companies to obtain warranty approval
  • Ensure the daily inventory of technician time is consistently sold to service customers
  • Inform technicians of time allowances on each repair order and regularly follow up on status of repairs and maintenance
  • Understand and ensure compliance with manufacturer warranty and policy procedures prior to submission
  • Responsible for completion of all required factory training
  • Direct and schedule the activities of all service department employees
  • Oversee, train, and assist service advisors and technicians
  • Monitor and follow up on the status of parts orders with the parts manager to ensure availability
  • Prepare pricing guides and maintenance menus for frequent labor operations
  • Track all activities and maintain accurate, up-to-date logs (you must have metrics to measure growth!)

Commitment to Quality:


  • Maintain high-quality service repairs and minimize comebacks. Conducts spot checks of completed jobs for thoroughness and quality
  • Account for all documents; ensures that none are missing, and all are processed correctly
  • Understand and ensures compliance with manufacturer warranty and policy procedures
  • Initial all repair orders prior to making warranty submissions, monitoring for sales and hours relative to expectations
  • Ensure technicians are trained per manufacturer and dealership requirements
  • Hold weekly department meetings

Company Equipment and Safety:


  • Ensure the proper care, tracking, storage, and inventory of special tools
  • Keep abreast of new equipment and tools available and recommend purchases
  • Maintain a safe work environment
  • Understand, keeps abreast of and comply with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.

Achieving High Standards: Focus on ensuring our staff stays motivated and result driven, while displaying professionalism and maintaining attention to details.  This includes understanding the importance of serving the customer and anticipating their needs, being self-motivated, consistently achieving or exceeding goals, and showing concern for all aspects of the job.  Must follow all company procedures and guidelines.

Working Effectively with Others: Focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers. This includes being aware of the impact of one’s own behavior on others, using active listening skills to demonstrate understanding and sensitivity, adjusting explanations for different audiences to ensure understanding, express ideas clearly and organizing them in a logical and concise form, and persuading others to change their opinion based on the information that one provides.

Focuses on adapting to change, maintaining composure, resolving conflicts, and multi- tasking. This includes the ability to change work practices or priorities in response to changing conditions, maintaining performance, maintaining quality while shifting back and forth between two or more activities, remain sensitive to deadlines and conflict situations, and settling disagreements by objectively analyzing viewpoints.

Managing Complexity: Focuses on planning and prioritizing, problem solving and making decisions. This includes re-evaluating priorities and re-organizing workload to meet client demands, identifying problems, determining the relationship between cause and effect and examining information from different sources to formulate the best course of action.

Other Basic Requirements:


  • Minimum two (2) years of Service Manager experience 
  • Valid driver’s license and clean driving record
  • Ability to pass background checks and drug screening
  • High school diploma or equivalent
  • Consistent and reliable transportation
  • Ability to read and follow instructions
  • Basic computer skills (typing)

Benefits:


  • We offer excellent pay plans commensurate with experience
  • Healthcare
  • Paid Holidays
  • Paid Vacation
  • 401K (with employer match)
  • Flexibility
  • Factory Training

Reports to: Owners/Controller

Greenway Autos of Morris is an equal opportunity employer and prohibits all forms of discrimination without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.