Supervises: Service Training Instructor/Coordinator, Service Department Foreman, Service Technicians, Field Service Technicians, Set-up Personnel, Service Clerk, and Delivery Personnel.
Job Function:
Responsible for the safe, efficient, and profitable operation of the service department. Advises and makes recommendations to the CEO with respect to the best interests of the service department. Responsible for service department customer satisfaction. Negotiates customer complaints to a satisfactory conclusion, and develops and implements labor budgets and continuous service marketing plans.
Responsibilities:
Assist in the development and implementation of an annual service budget, based on labor hours, to provide realistic, attainable and measurable service profit goals compatible with overall dealership financial and operational objectives. (Labor sales are to be monitored on a monthly basis to assure achievement of budgeted sales and profit goals.)
Assist the Marketing Manager in the development and implementation of an annual 12 month service marketing plan. This marketing plan should be developed to generate the labor sales required to achieve the service budget.
Provide the leadership role regarding the recruitment, screening, hiring, disciplinary actions and termination of service personnel.
Maintain service management reports necessary to audit the performance of the department and individual employees, on a monthly basis.
Review work orders for accuracy prior to customer and internal billing.
Develop, maintain, and adhere to a priority system for scheduling all service work, both customer and internal.
Schedule and assign jobs and work areas to employees according to their job description.
Ensure that all required manufacture warranty and product improvement programs are completed on a timely basis.
Communicate with the CEO customer complaints, productivity, safety, marketing and budget performance and disciplinary actions.
Maintain consistent contact with primary customers to monitor customer relations, needs, problems, and satisfaction with dealership-performed repairs. To include off season promotions, technical advice, assist product support staff in obtaining goals and maintain seasonal flow of labor.
Evaluate on a monthly basis, the performance of the service department, and individual employees, through careful observations and use of the time management labor reports.
Participate with the CEO and Human Resources in the development and implementation of service employee's performance agreements.
Responsible for annual review of employee performance agreements.
Oversee dealership training programs and service-related customer clinics.
Ensure the necessary service department special tools, rolling stock, and personal protective equipment for employees and service equipment is available and maintained in good order.
Make recommendations regarding the purchase of service vehicles, and maintains the fleet in a manner to provide profitable operation.
Perform other duties or functions as so directed by management in line with the objectives of the dealership.
Safety training - assist the Human Resources department on the development and implementation of an employee safety program. This includes updating employees on all OSHA, DOT and EPA requirements.
Reinforcement and monitoring of the drug free work place policy.
Manages and controls special tools inventory.
Skills & Qualifications:
Must have basic computer skills, along with experience in Microsoft Office.
Ten+ years experience or equivalent.
Valid drivers' license.
Have a basic understanding of OSHA, DOT and EPA regulations.
Able to travel with possibility of overnight stays.
Communication skills necessary to work with management, customers and personnel.
Be able to operate and drive company specific equipment, vehicles, and all other products sold by the dealership.
Possess the technical knowledge to diagnose and repair customer and company specific equipment.
Possess the ability and skills to train subordinates, in all aspects required for complete product support.
Requires supervision experience.
Physical Demands:
Noise Levels: High.
Weight Requirements: Lifting up to 100 lbs.
Mobility: Squatting, bending, climbing, lifting, reaching, twisting, standing and sitting for long durations.
Visual: Working with PC, manuals, and close detailed work.
Driving: Daily - short and long distances.
Work Environment: Exposure to extreme weather, fumes, airborne particles and moving mechanical parts.
Dexterity: Ability to grasp and manipulate tools and parts.
