Job Description – Service Manager
The Service Manager is responsible for overseeing the location’s service department's operations, ensuring customer satisfaction, and maintaining high standards of service quality. This role involves managing a team of service technicians, coordinating with other departments, and optimizing service processes to achieve business goals.
Reporting Relationships:
Responsibilities:
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Service Operations Management:
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Oversee daily operations of the service department, ensuring efficient workflow and timely completion of service jobs.
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Develop and implement service procedures, policies, and standards.
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Lead the production re-work or defect issues.
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Oversee the resolution of customer warranties.
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Team Leadership:
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Lead, train, and motivate a team of service technicians and support staff.
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Foster a collaborative and productive work environment, promoting teamwork and continuous improvement.
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Conduct regular performance reviews, provide feedback, and develop staff through ongoing training and development programs.
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Customer Service:
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Ensure high levels of customer satisfaction by maintaining strong relationships with customers and addressing their service needs and concerns.
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Handle customer complaints and resolve service-related issues promptly and effectively.
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Scheduling and Coordination:
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Coordinate with the production and sales departments to schedule service jobs and ensure resources are available.
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Prioritize and assign service tasks to service technicians based on skill level and availability.
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Quality Control:
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Ensure all service work meets company quality standards and customer specifications.
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Implement and monitor quality assurance protocols and procedures.
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Inventory and Parts Management:
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Manage the inventory of service parts and supplies, including materials on field service trucks, ensuring availability and proper storage.
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Coordinate with the purchasing department to order parts and materials as needed.
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Budget Management:
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Prepare and manage the location’s service department budget, monitoring expenses and ensuring cost-effective operations.
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Analyze service costs and implement cost-saving measures where possible.
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Health and Safety:
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Ensure compliance with all health and safety regulations and promote a culture of safety within the service team.
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Conduct regular safety audits and training sessions.
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Reporting and Documentation:
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Maintain accurate records of all service activities, including work orders, parts usage, and customer interactions.
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Prepare and present regular reports on service department performance, including key metrics such as job completion times, customer satisfaction, and financial performance.
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Maintain customer profile information in the Customer Relationship Management tool.
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Performs other related tasks as may be assigned.
Qualifications:
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Education and Experience:
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Bachelor’s degree in Automotive Technology, Business Administration, or a related field preferred. Equivalent experience in industry may be considered in lieu of a degree.
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Minimum of 5 years of experience in a service management role, preferably in the automotive or truck upfitting industry.
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Skills and Competencies:
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Strong leadership and team management skills.
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Excellent organizational and planning abilities.
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Proficiency in service management software and Microsoft Office Suite.
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Strong problem-solving and decision-making skills.
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Excellent communication and interpersonal skills.
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Ability to work under pressure and handle multiple tasks simultaneously.
Working Conditions:
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Environment:
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Work is primarily performed in a service facility, with some office work.
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Exposure to noise, dust, and moving machinery.
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Use of personal protective equipment (PPE) as required.
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Physical Requirements:
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Ability to stand and walk for extended periods.
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Ability to lift and carry materials and equipment up to 50 pounds.
Direct Reports:
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Field Service Technicians
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In house Service Technicians