Job description

S ervice Manager
Position Specifics:
Department: Service
Reports to: Operations Manager
Supervises: Service Clerk/Writers, Service Technicians, and Service Staff, Dispatch,
Warranty, Onebill

Purpose:
Manages service operations within the dealership to maximize return on investment by optimizing Service Department processes to ensure internal and external customer satisfaction. Grows profitable service labor sales and exercise disciplined expense control. Attracts, retains and effectively engages department personnel.

Responsibilities:

• Assists with the development and training of service personnel and will complete performance reviews of service staff
• Coordinates customer clinics, field days, and related promotional events
• Develops and executes service department marketing plans and monitors monthly to ensure achievement of departmental goals
• Develops, communicates, enforces, and monitors effective services department processes to ensure internal and external customer satisfaction
• Ensures all departmental tools, equipment , and vehicles are in good working order
• Manages and recruiting, staffing, and employee development activities for employees reporting to this position.
• May assist the Operations Manager in developing processes and procedures and to develop and follow annual service department budget
• Monitors service sales on a monthly basis to ensure achievement of budgeted sales and profit goals
• Participates on the development and execution of the corporate service marketing plan
• Reviews work orders for completeness and accuracy prior to customer billing
• Schedules and assigns jobs and work areas to employees in the service department according to their skills and knowledge
• Assures all service warranty and product improvement program claims within the required timeframe are directed to the centralized warranty administrator to receive maximum credit
• Takes the lead in sharing best practices and implementing common processes throughout the service department
• Maintains conditions of vehicles, inventory, tools, and equipment
• Logistics and dispatching for trucks
• Run the tire press department
• Handles building maintenance

REQUIREMENTS

Experience, Education, Skills and Knowledge:

• 3+ years’ experience in service department operations
• Ability to use standard desktop load applications, such as Microsoft Office and internet functions.
• Ability to write and speak effectively to individuals and groups
• Familiar with Caterpillar and Jungheinrich and other competitive products
• Basic understanding of financial principles relative to service department operations
• Ability to analyze and interpret internal reports
• Ability to work extended hours and weekends
• Excellent customer service skills
• High school diploma or equivalent experience

Benchmark of Performance:
Revenue Growth: Dealership growth is expected to be at least 15% of previous year. Number of technicians or previous market penetration may impact expectations.

Financial Performance: two primary areas here are an expected 65% gross profit and a 30% net profit. These benchmark performance, but can be exceeded with great performances.

Employee Productivity: The average technician should be capable of billing $12,500 a month with an 85% productivity rate and posted billing rate of $85/hour.

Asset Management: Work in process generally is the largest asset managed in the service department. We expect this to have a retail rate ceiling of 30% of average monthly labor billing and that aging should not exceed 15% over 30 days old,

10% over 60 days old, and 5% over 90 days old.

We also expect a 100%+ Recovery of vehicle and service shop supplies. This is related to expenses and not labor costs.

Customer Satisfaction: Caterpillar & Jungheignrich measure dealership customer satisfaction ad expects an 85% target from a random selection of customers in the last 12 months.

Error %: N/A

Compensation:
Method of Pay: Salary X Hourly Commission
Pay Range:
Vacation Eligibility: 1 week (1st year); 2 weeks (2nd year); 3 weeks (10 years) Note: Outlined in Company Employee Manual
Incentive Options: Insurance benefits Note: full time employees only
IRA Program

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Day range:

• Monday to Friday
• Weekend availability

Shift:

• 8 hour shift

Ability to commute/relocate:

• Chesapeake, VA 23323: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Required)

Work Location: One location

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