Service Manager

Service Manager

Requirements

• High School Diploma or equivalent
• 5 years of automotive technical experience with 2 years of engine performance/driveability experience
• Problem solving as it relates to customer complaints
• Must have a valid automobile driver’s license at all times and be able to drive customer and company vehicles
• Must have completed all of the current and required BSRO store education courses & modules required for this position
• ASE Certified in (A4) Suspension & Steering, (A5) Brakes, (A6) Electrical/Electronics Systems, (A7) Heating & Air Conditioning, (A8) Engine Performance
• Capacity to lead and coach others
• Teammate and customer/communication skills
• Ability to recruit and select technicians and general service teammates successfully according to store requirements
• Must have completed all of the current and required BSRO store education courses & modules required for this position.

Responsibilities

• Manages all automotive service functions by overseeing continuous flow production through the proper implementation of the Integrated Store Operating System.
• Manages parts inventory and outside purchases, including assisting in maintaining stock inventory levels to minimize outside purchases.
• Manages the return of unused parts to vendors, including following up on credits, invoicing, etc.
• Reviews shop area, equipment and teammates for compliance with company safety procedure.
• Is familiar with basic OSHA laws.
• Is responsible for control of store assets in service department area.
• Is responsible for shop safety including, but not limited to, use of and maintenance of safety equipment, i.e. glasses, eye wash stations, first aid kits, etc.
• Oversees the Customer Service Delivery System (CSDS) and Quality Assurance Program in the Service Department.
• Maintains ultimate performance standards and holds vehicle service teammates accountable through performance appraisals.
• Assists technicians in sophisticated diagnostics as needed.
• Visually reviews all service tickets, prices and prioritizes each ticket while coaching associates on technical and sales skills.
• Conducts intermittent reviews of Service Teammate inspection & service quality with a goal of eliminating documentation errors and missed add on sales opportunities.
• Supervises the work of technicians and service personnel, planning and scheduling their duties, assigning special work duties, and following up on completion of assignments.
• Ensures that the service department is staffed at the optimum level of number and quality of teammates.
• Creates a highly motivated team environment/climate.
• Is responsible for vehicle service teammate area organization and professionalism to provide both a positive teammate and customer experience (this includes teammate changing areas, stock room, restroom and break areas).
• Develops technicians at every level. Specifically grows lower-level technicians by putting them with the right person to shadow, teaching processes/procedures and ensuring safety so they can develop into a higher-level technician.
• Responsible for vehicle service teammate development through mentoring, leverage of BSRO education opportunities, assistance in certification attainment and communication of career progression opportunities.
• Establishes performance standards and conducts individual employee performance appraisals.
• Conducts group meetings with associates.
• Directly handles customers in areas of sales, service, complaints, adjustments, etc., including greeting and handling customers to conclusion in store and over telephone.
• Handles customer complaints and tire adjustments.
• Develops customer loyalty and retention through relationship selling.
• Grows profit through service or tire recommendations as needed by the customer, including alignments, flushes, scheduled maintenance services, etc.
• Keeps current on special event promotions for suggestive selling.
• Meets or exceeds customer’s service expectations.
• Assists BOSS on more complex repair estimates.
• Solicits and promotes customer use of CFNA Credit Card as frequently as possible.
• Opens and/or closes the store as required and directed, which includes cash control and asset protection.
• Attends all store, area, and special meetings as required by store or area management.
• As needed, helps to unload merchandise shipments, changes and balances tires in the service department, constructs store displays, and performs other duties that are necessary to meet customer relationship requirements.

Preferred Qualifications

• 2-year degree or non-traditional education through training program completion, certification, or other exhibiting the growth mindset that is needed in this candidate