Service Manager

Full Job Description

At 2Mazda we strive to create a positive and challenging work environment that promotes excellence and achievement. We aim to deliver the very best experience possible to our customers and our employees. We are looking for a dedicated and motivated Automotive Service Manager who shares that same passion as we do.

Each member of our team provides a superior experience, whether it is over the phone, face-to-face, or in a behind-the-scenes role. Our customers and employees are the reason were here. If you understand hospitality and are committed to the customer experience, wed like to talk to you!

Position Overview
The Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. The service manager will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales objectives, and maintaining service records. The Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturers customer satisfaction index and for monitoring and improving customer satisfaction. The service manager also carries out this responsibility by building customer relationships, creating a good work environment, and properly managing the assets of the department.

Who Would I Interact With?
This position interacts daily with Customers, Service Advisors, Technicians, Parts Associates, Parts Managers, Sales Managers, and other stores Associates, just to name a few.

What are the day-to-day responsibilities?

- Assist all subordinate service and sales personnel in all phases of their job descriptions

- Properly document employee behavior that may result in punitive job actions such as termination

- Report to management any circumstances that compromise the integrity of the dealership

- Work with the parts department as appropriate to ensure proper stocking of high-use parts

- Collect accounts receivable for service work

- Obtain competitive bids on all tools, equipment, sublet repairs, supplies, etc

- Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately

- Ensure that all required technical publications, periodicals, bulletins, etc are obtained, kept up-to-date, and properly maintained

- Quality check completed jobs

- Ensure that all the necessary shop equipment is in proper working condition

- Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly

- Ensure that proper service sales techniques are being used

- Meet with the fixed operations director and general manager at least once a month to review current service department performance, set future performance objectives, promotional activities, or any other matters

- Communicate with customers before issues arise and get involved in escalated customer issues

- Maintain accurate records and ensure warranty parts retention as outlined, following all manufacturer requirements as outlined in manufacturer and company policy and procedures manuals

- Maintain the highest possible standards of workmanship, advise technicians of service CSI on a monthly basis

- Serve as liaison with factory representatives in the absence of fixed operations or service director

- Establish and maintain a good working relationship with customers to encourage repeat referral business

- Monitor staffing levels, compensation levels, and department turnover

- Assure proper repair order flow to satisfy warranty/dealership/business office requirements

- Maintain reporting systems required by the general manager, company, and manufacturer

- Establish and maintain a good working relationship with vocational and technical schools to enhance recruitment activates

- Direct and schedule the activities of all department associates

- Hire, train, motivate, counsel, and monitor the performance of all service department staff

- Understand and comply with federal, state, and local regulations that affect service and parts operations, such as hazardous waste disposal, OSHA right-to-know act, etc

- Assist in the development of an annual service budget for use in connection with the annual sales forecast

- Maintain customer satisfaction index rating above that of manufacturer or dealership average

What are the requirements for this job?

- High School diploma or equivalent

- Three to Five years of experience in an auto repair facility

- Two plus years of supervisory experience

- Excellent verbal and written communication and interpersonal skills

- Proficient knowledge of dealership computer systems

- Must have a valid drivers license

- Ability to drive manual transmission vehicles

- Demonstrated customer service skills

- Previous industry knowledge of overall operations, management, and wholesale relations (preferred)

Job Type: Full-time

Benefits:

- 401(k)

- 401(k) matching

- Dental Insurance

- Employee discount

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Vision insurance

Day range:

- Monday to Friday

Shift:

- Day shift

- No nights

License/Certification:

- Driver's License (Preferred)

Work Location: One location