Employment: Service Manager

The Service Manager is responsible for overseeing the day-to-day output of a mechanical repair shop; including but not limited to scheduling technician time, overseeing all staff, ensuring deadlines for shop output are met, validating accuracy of estimates, assisting in the presentation of the customer estimate, sourcing parts, accounting for accounts cores, managing team performance and growth, as well as payroll, and other cost management associated with the facility.

POSITION TECHNICAL RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Conducting the opening/closing of the business
• Oversee and assist in the intake of customer vehicles
• Address customer concerns and translate the technician repair order(s)
• Care for escalated customer concerns
• Manage all shop technician workloads based upon staff skillset
• Receive technician diagnosis and translate into a repair order which is to encompass parts and labor cost
• Conduct the sourcing and ordering of parts from various vendors to ensure project completion based upon the time allowed
• Receive various forms of payment methods from customers to close repair orders
• Provide in-depth explanation of applicable warranties to guests
• Work with fleet companies, both internally and externally to validate and ensure proper coverage and reimbursement
• Assist guests with third-party sublets e.g., vehicle towing, and secondary vehicles for the duration of the repair
• Ensure that the shop maintains all safety regulations and organization expectations
• Direct and assist in the validation of vehicle security and lot management
• Ensure that sufficient stock is in place for day-to-day activities (e.g., oil, tires, wheel weights, etc.)
• Conduct validation process at end of day for cash handling and any other applicable receivables
• Conduct end of month receivable reports, technician productivity reports, inventory reports, etc.
• Assist in the recruitment, retention, and training of team members
• Manage staff performance and applicable corrective action
• Other duties as assigned

POSITION REQUIREMENTS

Education

• Highschool diploma/GED required
• Associates degree in Auto Technology or business administration strongly preferred

Required Knowledge, Skills, and Abilities:

• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
• Knowledge of machines and tools, including their designs, uses, repair and maintenance
• Knowledge of principles and processes for providing customer and person service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Knowledge of administrative and office procedures and systems such as word processing, managing files and records, and workplace terminology
• Ability to monitor and assess performance of yourself, other individuals, and the organization to ensure improvements are conducted appropriately
• Ability to motivate, develop, and direct people as they work, identifying the best people for the job
• Ability to adjust actions in relation to others’ needs
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, and approaches to problems
• Ability to evaluate the relative costs and benefits of potential actions to choose the most appropriate and cost-effective solution(s)
• Ability to listen and understand information and ideas presented by guests, team members, and executive leaders
• Ability to communicate information and ideas in speaking so others will understand
• Ability to read and understand information and ideas present in writing
• Ability to apply general rules to specific problems to produce answers

Experience:

• 2-3 years of previous experience with Shopkey and Salesforce program or other similar shop management program(s) strongly preferred
• 2-3 years of intermediate experience with Microsoft Word programs and other applicable computers systems preferred
• 3-5 years of hands-on industry experience required
• 1-2 years of leadership experience preferred

License(s)/Certification(s):

• Current drivers license required
• ASE or equivalent certification preferred

SUPERVISORY RESPONSIBILITIES

WORK ENVIRONMENT

• Industry-leading health, dental, and vision insurance
• Company-sponsored life insurance
• Company-paid short-term disability
• Structured vacation program
• Competitive 401K match
• Position-specific bonus structures
• Flexible work schedules