SUMMARY
Oversee and ensure that service departments under his guidance run efficiently and are profitable services departments through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician’s time is consistently sold to service customers.
ESSENTIAL DUTIES include the following. Other duties may be assigned.
Works With the COO to Forecast goals and objectives for the department and strives to meet them.
Fill in for line personnel in times of need or when shorthanded.
Recruits, hires, trains, motivates, counsels, and monitors the performance of all service department staff. Set up Career paths for new individuals joining the team.
Reviews departmental forecast model.
Maintains reporting systems required by general management and the factory.
Attends leader’s meetings.
Monitors and controls the performance of the departments using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments. Assists in developing a marketing plan that promotes new and repeat business
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 weekly department meetings.
Directs and schedules the activities of all department coworkers.
Facilitates and/or conducts technical training and sends employees to appropriate training schools.
Monitors technicians’ daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders with the manager to ensure availability.
Initial all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Perform yearly comp review and submit for factory warranty increase.
Establishes and maintains good customer working relationships to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
Keeps abreast of new equipment and tools available and recommends purchases.
Ensures that the work areas and customer waiting area are kept clean.
Ensure all training for all aspects of the departments is completed on time.
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 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 the dealership’s policies.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Maintains a safe work environment.
Maintains a professional appearance.
Work with third-party vendors using a table program (dealer logic) to ensure we meet all required KPI standards. This includes ASR recommendations, closing ratios, follow-up, and picture or video penetration on ASR.
Initiates and cultivates a tech mentorship program to ensure we have future techs within our organization for growth.
Work with the COO as the board representative for the Hawaii Automotive program to give insight into the future needs of the automotive industry. After-hour meetings will be mandatory.
Work with the COO to assist other service department process reviews and opportunities to streamline service operations and maximize service revenue.
Works closely with the parts manager to ensure that obsolescence is kept to a minimum and that the proper turn rate is maintained on all SOP parts and OEM accessories.
Work closely with the Sales Manager Or General Manager to ensure quick turnaround times on all UC inventory. The tier 4 system ensures that the inventory meets operation standards to maximize ROI in used vehicles.
Ensure all New vehicle inventory is prepped and line-ready ASAP to ensure consumer inventory availability.
Ensure that expense is minimal by monitoring key indicators such as Tech unapplied time, lower hours per HR and ELR, excessive shop supply, ETC.
Ensure that all pay type GP% meets or exceeds industry standards.
Ensure that WIP is reviewed daily to ensure proper turn time of all repair orders, including close review of repair orders 10 days and older.
Ensure that employees complete and remain current with all mandatory safety compliance safeguard training, which includes, but not limited to, KPA and Ninjio.
MARGINAL DUTIES include the following. Other duties may be assigned.
Must have a valid Driver’s License with an acceptable Driver’s Abstract.
Full-time postion with excellent benefits, including medical, dental, vision insurance coverage, 401(K) for qualified employees.
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