Service Manager

Key Tasks

Service:

1. Ensure that corrective action is taken where adverse variations to target achievement occur or inadequate performance is suspected. Instigate actions and strategies to bring about necessary improvements
2. Ensure accurate recording of parts and service times, job costing, and invoicing in the Service Department.
3. Ensure all materials purchased are controlled and sold at a profit.

Cost Control:

1. Maintain daily workshop timekeeping and labour productivity records to monitor the effective use of technicians and productive labour. Monitor hours attended and worked in order to achieve labour efficiency targets.
2. Maintain effective control of expenses in line with agreed objectives by regular examination and review of management accounts and comparisons with budgets.

Customer Service

1. Provide all dealership customers with a level of service that will achieve the highest level of customer satisfaction, retention and loyalty.
2. Seek to improve all aspects of quality and minimise customer complaints, dissatisfaction, and defection.
3. Develop all members of staff to achieve the highest levels of performance in order to ensure a. & b. above.

Personnel:

1. Establish the levels of staff required to achieve the established organisational targets and objectives.
2. Recruit and train Service Department staff, subject to authority delegated to line managers.

Administration:

1.  Define, set up, and maintain safety and security procedures of the highest order to protect customers, all property, and personnel.
2. Administer the warranty policy in a cost-effective manner whilst maintaining the best interests of the dealership, manufacturer, and customer.
3. Review and report, at last weekly, special order parts outstanding on customers’ vehicles.
4. Discuss with the After Sales Manager, all departmental activities, results, and concerns and report on system failures and resource inadequacies.

Communication:

1. Advise the Aftersales Manager on all service matters, issues, and concerns.
2. Maintain a professional relationship with all other departmental managers.
3. Advise, support, and give confidence and backup as required on mechanical and diagnostic problems and their consequences.

Qualifications:

1. Technical skills, knowledge, and experience of the retail motor industry.
2. Ability to organise clerical work, administration, control systems, and financial resources.
3. Leadership and coaching attributes.
4. Relevant and up-to-date knowledge of vehicle design, manufacture, consumer and vehicle legislation, industry, and trade practices.
5. Technical, professional, and engineering qualifications.
6. High standards of numeracy, literacy, and strong communication & listening skills.