Job Description:
Overview
Responsible for overall and daily management of service department operations and staff.
Responsibilities
- Maintain a clean and safe work environment.
- Ensure proper safety training and standards are in place, and that safety policies and procedures are followed.
- Oversee the daily operations of the service department.
- Assure adequate manpower and supplies are available to complete work assignments.
- Resolve issues regarding parts or manpower shortages.
- Calculate full maintenance pricing for sales staff, including labor rates and preventative price quotes.
- Develop annual departmental budget.
- Monitor progress towards budgeted goals and implement cost controls or reductions as necessary.
- Monitor gross profit levels.
- Assess departmental performance regarding quality of work and customer satisfaction.
- Analyze warranty issues to identify areas for improvement.
- Follow up on escalated customer service concerns or complaints and ensure satisfactory resolution.
- Develop marketing plans with sales and marketing departments to develop and increase service department business.
- Contact customers to generate additional business.
- Oversee review of in progress and completed jobs to verify scope of work completed appropriately and safely.
- Establish work standards and evaluate Service Department staff's performance.
- Identify, address, and implement employee development and training opportunities.
- Hire, counsel, and discharge Service Department staff as necessary.
Qualifications
- Ability to organize and direct oneself and effectively supervise others.
- Ability to inspire oneself and others to reach a goal and/or perform to the best of their ability.
- Possessing the trait of being organized or following a systematic method of performing a task.
- Ability to convince a group of people to work toward a goal.
- Ability to utilize the available time to organize and complete work within given deadlines.
- Ability to communicate in writing clearly and concisely.
- Ability to find a solution for or to deal proactively with work-related problems.
- Ability to comprehend complex technical topics and specialized information.
- Ability to communicate effectively with others using the spoken word.
- Ability to take care of the customers’ needs while following company procedures.
- Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type.
- Computer Skills
- Proficient in Microsoft Office applications (Word, Excel, Outlook).
Education/Experience: High School Diploma or General Education (GED) and four to ten years related experience.
Bachelor’s Degree strongly preferred.
Other Requirements
- Some college preferred.
- Prior experience in a shop and/or field service environment required.
- Prior experience in a customer service department required.
- Strong technical product knowledge required.
- Ability to utilize laptop computers and portable diagnostic tools required.
- Prior managerial experience required.
Working Conditions: Office and shop environments. Shop environment may not have air conditioning.
