SERVICE MANAGER

Luxury Service Manager

Rafih Auto Group is looking for a Luxury Service Manager that runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technician's time is consistently sold to service customers. This individual sells and schedules needed service work in the service department.

What We Offer:

• Competitive pay
• Health Insurance
• Paid Holidays & PTO
• Short Term Disability
• Life Insurance
• 401(k) Retirement Plan
• Vehicle Purchase Discounts

Essential Duties:

The Luxury Service Manager will assume responsibility for: productive staffing, customer retention, cost controls, maintaining service records, scheduling/selling services needed in the service department, as well as other duties assigned by the Vice President.

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Prepares and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing and all are processed correctly.
• Holds monthly department meetings.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Informs repair technicians of time allowances on each repair order, as needed.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures that the work areas and customer waiting area are kept clean.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Ensures the proper care, storage, and inventory of special tools.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains follow-up with all customers to confirm satisfaction with the service experience, in a timely fashion.
• Schedules service appointments.
• Obtains customer and vehicle data and reviews vehicle history prior to customers' arrival, when possible.
• Greets customers in a timely, friendly manner, including handshake, and obtains vehicle information.
• Writes up customer's vehicle problems accurately and clearly on repair order.
• Interviews/questions customer as needed to confirm the problem or refers to test technician, or if necessary, has the shop foreman drive with the customer.
• Refers to service history, inspects vehicle, including opening of the hood, and recommends additional needed service.
• Advises customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications.
• Provides a complete and accurate written cost estimate for labor and parts.
• Establishes "promised time."
• Obtains customer signature on repair order; provides customer with a copy, including estimate on Customer Pay repairs.
• Checks on progress of repair throughout the day.
• Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed, and properly documents up sell information on the hard copy and in the computer.
• Implements and maintains a service marketing program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted.
• Keeps service department forms, menus and pricing guides up -to-date.
• Explains completed work and all charges to customers.
• Maintains high customer satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Inspects all vehicles for body work, informs customer at the time of write-up, if work is needed and provides an estimate for body work.
• Implements and maintains an effective dispatch system.
• Schedules shop work to facilitate maximum productivity in accordance with dealership policy and the technician skill level required.
• Prioritizes and controls all comebacks to ensure proper and prompt attention.
• Ensures proper repair order documentation, i.e., complaint, cause, and correction noted on every repair order with punch time for each operation.
• Reviews job status frequently, logging status and reporting any change in time or cost estimates to the appropriate service consultant.
• Reviews hard copies of repair orders turned in by technicians to ensure that assigned work has been performed and the repair order has been completed properly.
• Opens and closes repair orders.
• Ensures that technicians follow warranty material disposition procedures and that the warranty department signs-off as receiving the part in question.
• Schedules maintenance for service department vehicles and equipment.
• Coordinates parts requirements with the parts department and service technicians.
• Advises parts manager of repetitive shortage so that corrective action can be taken.
• Maintains high customer satisfaction ratings.
• Understands, keeps abreast of, and complies with federal, provincial, and local regulations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Assists with safety, housekeeping and OSHA Right-to-Know policies and procedures throughout the service department.
• Maintains a clean work area.
• Maintains a professional appearance.
• Maintains safe work environment.

Skills:

• Leadership & Team Management: Ability to manage and motivate a team of technicians, service advisors and porters/detailers.
• Customer Service: Strong communication and interpersonal skills to build rapport with customers and ensure satisfaction.
• Problem-Solving: Quick thinking to resolve customer complaints and operational challenges.
• Time Management: Ability to manage schedules, appointments, and ensure efficient use of technician hours.
• Compliance & Safety Awareness: Knowledge of local, state, and federal regulations related to automotive services and safety standards.
• Attention to Detail: Ensuring thorough inspections and quality control on all repairs.

Qualifications:

• Previous experience in managing service operations and service department profitability
• Exceptional customer service abilities with a focus on customer satisfactions
• Excellent communication skills to effectively interact with team members and customers
• Ability to multitask and prioritize tasks effectively
• Familiarity with dealership management systems (DMS) like CDK, Reynolds & Reynolds, or similar platforms
• Understanding of profit and loss statements, budget management, and cost control in a service department