City:WHITTIER, State:California,
Company Name:WHITTIER FUN CENTER
Busy powersports dealership needs take charge Service Manager, with outstanding management, leadership and customer service skills. Experience with Honda, Kawasaki, Can-Am, Sea Doo and needs minimum supervision. Must have minimum 3 years experience as service manager for powersports dealership; prior technician experience helpful. Please call Tom at 562-945-3494, ext. 26. or 714-269-0777 (cell)
Job Description:
Service Director
Position Summary
Manage the Service Department in maintaining a smooth-running and efficient service department with a high degree of customer satisfaction. Provide superior customer service to both internal and external customers.
Requirements
· Service Manager experience required
· Service Writer experience is helpful but not required
· Knowledge and experience with motorcycles and mechanical aptitude
· General knowledge and experience with computers.
· Valid motorcycle license
· Attention to detail
· Results driven and detail oriented
· Ability to multi-task and prioritize
· Team player with strong individual skills
· Commitment to excellence and high standards
· Superior communication and customer service skills
· Ability to get along with a broad customer base.
· Data entry skills - you will be entering data into computer system
Key Duties and Responsibilities
Service Department Operations
· Manage the Service Department in maintaining an efficient team with a high degree of customer satisfaction.
· Diagnose problems accurately and clearly describe them on the repair order.
· Estimate costs and completion times at point of sale and clearly communicate them to customer.
· Assign jobs to technicians based on skill level and current resource utilization.
· Review work-in-progress to ensure quality and timeliness.
· Occasionally assist technicians when they are having difficulty performing service work.
·
Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts.
· Make estimates for internal and wreck repairs.
· Open & close all customer paid, warranty, and internal repair orders.
· Follow procedures, for quick and efficient, handling of warranty items, including and proper storage, of these items.
· Become familiar and efficient with all phases of the computer system required for service and parts management
Customer Service
· Provide superior customer service to both internal and external customers
· Handle telephone transactions quickly, and courteously.
· Promptly notify customers of any changes, delays, or additional work needed.
· Sell additional services by pointing out service specials or additional work needed.
· Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our customer commitment.
· Give special attention to repeat repairs to ensure the situation is corrected.
· Set customers' expectations to a level where they will likely be met.
· Handle other duties as assigned.
Physical Demands and Working Conditions
The noise level in the work environment is usually loud.
Occasionally required to bend, stoop, crouch, reach, and handle tools.
Occasionally requires the ability to lift 50 pounds of material.
Occasionally requires the ability to balance and push small and large motorcycle.
Frequently works near moving mechanical parts.
Potentially exposed to battery acid, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
Occasionally, exposed to exhaust fumes or airborne other particles.
.Service Department Manager Job Description
The Service Department Manager is responsible for running the department in the most efficient and profitable manner possible, and in doing so becomes the greatest influence in the dealership with regards to customer satisfaction and owner loyalty.
This person must be a capable leader with the ability to organize, train, and supervise personnel to get the job done. The Service Manager also should be capable of maintaining effective customer relations personally and throughout the department, as this is a real key to the department’s contribution to the dealership. The successful Service Department Manager will interact in the most professional manner possible with both customers and his fellow employees. He will seek first to understand, then to be understood. He will be motivated by a desire to excel and not merely be seeking to “get by.”
This position will require the individual to be very organized, as many of the day to day responsibilities of the manager are time sensitive. Procrastinators, poor time managers, and the unorganized will be unable to perform to acceptable standards for any length of time.
The manager will be an individual who will not wait to be trained, but actively pursues ways he can better perform his duties.
He will constantly be looking for ways to increase efficiency.
Employee development will be a priority. The successful manager will be a coach and cheerleader for his employees, looking for, expecting, and getting the best performance possible from those under his influence. He will place high importance on a properly professionally trained staff. While it is true that much of his staff does not typically have a lot of direct face-to-face interaction with customers, it is essential that the Service Manager establish in his employees the understanding that everything done in the department is done to create sales and put money in the register.
The Service Manager must make sure that the technician understands that he creates confidence in the dealership when he performs timely, professional service or repairs.
Customers feel comfortable spending their money at a dealership that “gets it right the first time.”
While the technician may never speak to the customer directly, when the customer rides off on a vehicle that is fixed correctly, they will come back the next time and that they will also refer their friends.
The Manager must ensure that the set up specialists understand their role. That they make sure that the first impression that the customer gets of his new vehicle is that it is perfect. He makes sure every nut and bolt is tight, all fluids are at correct levels, and above all that it shines. This creates an extremely positive experience and makes the delivery by the salesman a very enjoyable and memorable time for the customer. Again, he may never talk to the customer, but he has played a part in that customer experience that will ensure that they return for service, repair, parts, or a new vehicle. They will also refer their friends.
The manager must ensure that personnel are friendly, honest and knowledgeable about the products and services they sell. He must see that personnel who do regularly interact directly with customers learn and use the key sales fundamentals as well. In short, it is the responsibility of the Service Manager to make sure that he creates a “Sales Culture” in his department so that everyone understands that the most important thing that happens in the dealership is putting cash in the register while putting smiles on the faces of the customers. Every action, attitude, display, product, and service in the dealership is solely for this purpose. The Service Manager must foster this attitude each of his employees, coaching and maintaining this attitude in them so that over time it is truly a natural atmosphere or “culture” in his department. Following are the more specific duties of the Service Manager:
Proper staffing and training of the department.
Proper cleaning and maintenance of the department. Maintain daily required housekeeping in the service department to promote morale and quality standards. There is a direct correlation between how the service department looks and how it performs.
The manager is to maintain a neat, clean, and orderly desk and office with an organized filing system.
Must be familiar with, teach, and use the departmental D.O.M.
The manager will be responsible for tracking day to day performance numbers for his department.
Must maintain personnel files on all his employees and perform reviews as necessary.
He must handle department discipline.
He must actively work to promote a spirit of harmony with other departments.
Must work to meet budget goals for the department.
Attend manager’s meetings conducted by the General Manager and/or Dealer Principal.
Understand, keep abreast of, and comply with, federal, state and local regulations that affect service operations, such as hazardous material handling and waste disposal, OSHA right-to-know, etc. Must maintain and enforce the highest level of safety practices, ensuring all department employees follow all OSHA regulations, dealership practices, and common sense.
Direct & schedule the activities of all dept. employees, ensuring that work flow is as efficient as possible by keeping the corral orderly and technicians “fed.”
Provide technical assistance to employees as needed.
Conduct meetings with dept. employees to discuss activities and problems of mutual interest. Always done with a written agenda.
Establish & maintain good professional working relationships with customers to encourage repeat and referral business.
Communicate effectively with all customers in a manner that reflects positively on the dealership and the product, ensuring that all department employees do the same.
Serve as liaison with factory representatives.
Handle all customer complaints fairly and professionally.
Maintain highest possible standards of workmanship Strive to resolve 100% of customer complaints within 48 hours. Involve General Manager in complaints as appropriate, but strive toward zero complaints reaching upper management for resolution. Keep General Manager informed of serious complaints, possible legal cases, and cases not closed satisfactorily.
Maintain accurate records and insure warranty parts retention as outlined in manufacturers’ policy and procedures manual.
Work with sales and parts department to accessorize units to generate new and used unit sales.
Work with parts department as appropriate to ensure proper stocking of high use parts.