Kelley Automotive Group Service Manager

Department: Service

Functions: Run an efficient and profitable service department. Operate the department at maximum production, control costs, build a loyal clientele, maintain good employee relationships, set and obtain sales and profit objectives and maintain service records.

Relationships:

• Reports: Fixed Operations Director
• Supervises: All service department personnel, including service clerks, service advisors, cashiers, service technicians, shuttle drivers, receptionist, warranty administrators, service porters, and quick lube technicians.

Responsibilities and Authority:

• Forecast goals and objectives for the department and strive to meet them.
• Strive for teamwork among employees and with other departments in dealership.
• Prepare and administer an annual operating budget for the service department.
• Yearly forecast preparation with budget and business plan.
• Attend regular manager meetings.
• Establish and ensure compliance with departmental procedures.
• Responsible for compliance with OSHA regulations.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Direct and schedule the activities of all department employees.
• Provide technical assistance to employees as needed.
• Develop pay plans for positions under his/her supervision.
• Monitor payroll records.
• Conduct meetings with department employees to discuss activities and problems of mutual interest and customer satisfaction.
• Conduct reviews of all employees.
• Establish and maintain a good working relationship with customers to encourage referral and repeat business.
• Serve as a liaison with factory representatives.
• Greet all customers promptly and ensure they are given fair estimates.
• Handle customer complaints.
• Handle employee complaints.
• Set pricing policies to achieve department gross profit targets.
• Monitor receivables to maintain minimal past due accounts.
• Check work to ensure a quality job.
• Manage work flow and delegation in departments to maximize efficiency.
• Manage scheduling system for interdepartmental employee vacation coverage.
• Keep educated on new technology and equipment, and ensuring that employees using the new technology or equipment are properly trained.
• Keep service department clean and safe.
• Account for all documents.
• Control the performance of the department using these tools: Daily Operating Control, efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
• Maintain reporting systems required by general management and the factory.
• Monitor repair order trends, such as the number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
• Ensure that customers’ service files are up-to-date and are readily available for reference.
• Monitor the location and care of shop tools.
• Collect accounts receivable for service work.
• Keep BDC up-to-date on absences and vacations to ensure appointments can be set accordingly.
• Any other tasks deemed necessary by Management.