Position Overview The Service Manager’s key responsibility is maximizing the efficiency, revenue and productivity of the service department. Responsibilities • Plans and directs departmental goals and objectives to be in line with the company’s mission and vision. • Responsible for driving improvement and productivity of the service department by developing, maintaining and ensuring adherence to standard operating procedures (SOP’s),and company/factory policies. • Promotes the sale of appropriate services, parts and accessories and associated service needs. • Leading and managing a dedicated technical team and monitoring efficiency and productivity. • Audits/monitors various risk areas for compliance such as cash register, safety compliance, dealer license plates, flag/flat rate practices, applicable federal, state and local regulations as they relate to working permits and other key areas. • Monitors service financial statements. • Maintains cash, warranty/extended warranty, work in process, service policy and sublet schedules. • Expedite internal repairs and pre-owned reconditioning. • Reviews all aging repair orders with staff on a daily basis. • Checks vehicles for open recalls and arrange for repair. • Maintain XTIME DMS and pricing. • Assists consumer affairs, Tech Line, DTS, DPSM, FOM with all customer concerns and vehicle buy backs. • Maintain MPI pricing and ensure proper usage by employees. • Administer alternate transportation programs. • Administer customer retention programs and remove all non-retained from inner circle. • Maintains reporting of various processes and systems and keeps GM abreast of all items. • Develops the capability of the technical team by planning and coordinating appropriate technical training and certification for technician completion to support dealership objectives. Ensures up-to-date compliance on factory related/mandated training. • Maintain shop equipment ensuring proper maintenance schedule is followed. • Sets, monitors and drives the achievement of performance targets of Service Consultants, Technicians and support staff. • Maintains relationships with customers and ensures exceptional customer satisfaction index and mystery shop scores are achieved to meet or exceed manufacturer standards. • Interfaces with department managers to improve operations, performance and profitability. • Understands and ensures compliance with manufacturer warranty and policy procedures. • Develops and implements marketing plans to promote new and repeat business. • Maintains outstanding business relationships with manufacturer. • Oversees technician shop hours and proper submission to payroll. • Collaborates with human resources for employee hiring, terminations, performance review and discipline Qualifications • Bachelor's Degree (BA) from four-year college or university required or a minimum 5 years of previous automotive service management experience at a high volume store. • Proficient user of Microsoft Office (Outlook, Word, Excel). • Ability to multitask and communicate effectively as well as being highly organized and flexible. • Outstanding leadership skills which focus on treating employees with respect. • Comfortable with ambiguity in a dynamic, changing environment. • Unwavering commitment to ethical business practices.