Purpose Of The Job
The Service Manager is responsible for running an efficient and profitable service department. He will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records.
Duties And Responsibilities
- Management-related:
- Forecast goals and objectives for the department and strive to meet them.
- Strive for harmony and teamwork with all other departments
- Prepare and administer an annual operating budget for the service dept.
- Attend managers’ meetings’ as requested.
- Understand, keep abreast of, and comply with local regulations that affect service operation, such as hazardous waste disposal.
- Personnel-related:
- Hire, train, motivate, counsel, and monitor the performance of all service department staff, taking corrective action where necessary.
- Direct and schedule the activities of all department employees.
- Provide technical assistance to employees as needed.
- Conduct meetings with department employees to discuss activities and problems of mutual interest.
- Monitor technicians’ payroll records.
- Customer and Department-related:
- Establish and maintain good working relationships with customers to encourage repeat and referral business.
- Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Serve as liaison with factory representatives.
- Greet all customers promptly and give fair estimates on costs and time required for repairs and maintenance.
- Handle all customers’ complaints and ensure systems are reviewed to prevent recurrence.
- Establish marketing programs to ensure workshop is constantly operating at full capacity.
- Ensure customer database on Automate is cleansed and maintained.
- Break down estimates into labor and parts before the job is started so that repairs technician is aware of time allowances.
- Quality-check completed jobs.
- Keep abreast of new equipment and tools available and recommend purchases.
- Ensure that the work areas and customer waiting area are kept clean.
- Account for all documents; ensure that none are missing.
- Control the performance of the department using these tools daily Operating Control, efficiency and productivity control, comeback report, warranty reports, telephone surveys, and monthly forecasts.
- Maintain reporting systems required by general management and the factory.
- Monitor repair order trends, such as number of repair orders completed, number of items per repair order, dinar sales per repair order, dinar sales per service advisor, work-in-progress, outstanding warranty.
- Ensure that customers’ service files are up-to-date and readily available for reference.
- Monitor the location and care of shop tools.
- Collect accounts receivable for service work.
- Follow up on parts department orders to ensure parts availability
Work Experiences
- Technical skills, knowledge and experience of the retail motor industry.
- Ability to control clerical work, administration, organization, system and financial matters.
- Leadership attributes.
- Up – to date knowledge of vehicles legislation, consumer legislation and trade practices.
- Technical and engineering qualification.
- Skills, experience and knowledge of modern business methods and financial control.
- (Preferred) College route membership of The institute Of The Motor Industry.