Position Summary

The primary responsibility of this position is the overall control over customer service and profitability of the service department.

Core Responsibilities

Responsibilities described in this section are fundamental to success in this position.

• Supervise the Service Department staff including advisors, technicians, cashiers, and service receptionists
• Manage the sold and unsold hours
• Meet with any dissatisfied customers and factory personnel
• Maintain high technician productivity with training programs and proper dispatching based on skill levels
• Coordinate with the parts manager inventory stocking requirements to obtain a high level of service
• Control expenses such as shop supplies and policy adjustments
• Increase sales and gross profit by generating new business with mailing, coupons, and customer contact strategies
• Control repair order flow and supervise open repair reports and work in process
• Maintain conformity with government regulations such as OSHA safety, and hazardous waste disposal, enforce safety precautions specific to work area
• Control the shop tool inventory and shop manuals, purchasing the most current items at the least amount of expense
• Uses personal device to provide an additional layer of security for company network and site access through multi-factor authentication.
• Promote high customer satisfaction scores and retention percentages
• Other responsibilities as assigned

Minimum Qualifications

The requirements listed below are the minimum degrees, certifications, knowledge, skill, and/or ability required of this position.

• High School Education or equivalent
• 3-5 years’ service department experience
• Previous advisor, technician, or related management experience preferred
• Valid driver’s license without restrictions that affects your ability to operate company owned vehicle(s) and ability to maintain a clean driving record.

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Good interpersonal, time management and organizational skills
• Ability to identify and achieve targeted goals
• Excellent written and verbal communication skills and the ability to understand verbal and written instructions and warning labels
• Ability to work well with a range of individuals
• Ability to prioritize multiple jobs
• Ability to clearly communicate with customers and coworkers alike to ensure an excellent customer experience
• Ability to work independently and/or as part of a team
• Ability to effectively respond to inbound and outbound phone calls
• Strong attention to detail, professional demeanor, and a positive ‘can do’ attitude

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• While performing the duties of this job, the employee is regularly required to stand; walk and talk or hear
• The employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel or crouch
• The employee must regularly lift and/or move up to 25 pounds, and frequently required to lift up to 50 lbs and the employee is occasionally required to lift in excess of 100 lbs with proper assistance
• Specific vision abilities required by this job include close vision and distance vision
• Must be able to pass a drug/alcohol urinalysis and be able to drive a vehicle

Working Conditions

The work environment characteristics described here are representative of those one may encounter while performing the essential functions of this job.

• While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The employee is frequently exposed to fumes or airborne particles; extreme cold and extreme heat. The noise level in the work environment is usually moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Travel Requirements

The travel requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may be required to travel within or outside the area. Travel for this position is infrequent.