Responsibilities • Ensure customers receive prompt, courteous, and effective service • Serve as a liaison between technicians and customers • Take ownership of customers’ experience by carrying out additional assignments, enabling the dealership to leave a positive impression with the customer • Manage and hire technicians and service advisors • Interview and make new hires • Train, mentor, and develop Service Advisors to ensure exceptional customer service and departmental performance • Distribute work between technicians • Prioritize required services • Maintain an efficient, well-run, and profitable service department • Monitor and manage shop productivity, efficiency, labor sales, and departmental profitability • Review and maintain accurate Work In Process (WIP) reports • Oversee and ensure timely and accurate warranty claim submissions • Ensure customers have a positive dealership experience • Maintain manufacturer Customer Satisfaction Index (CSI) scores at or above established monthly goals • Analyze CSI results and implement processes to improve customer satisfaction and retention • Provide concierge support for all owner inquiries, whether via phone or in person, to ensure the customer does not get mishandled • Spend quality time building relationships with customers • Prepare and present weekly service department reports using Microsoft Excel and Microsoft Word • Work closely with Parts and Sales departments to ensure operational success and customer satisfaction Requirements • Previous automotive Service Manager experience required • Strong technical automotive knowledge • Demonstrated ability to lead, motivate, and manage service department personnel • Proven ability to train and develop Service Advisors and technicians • Knowledge and experience with Work In Process (WIP) reporting • Experience with warranty administration and warranty claim submissions • Understanding of CSI programs and customer retention strategies • Organized, detail-oriented, and customer-focused personality • Excellent communication and problem-solving skills • Proficiency in Microsoft Excel and Microsoft Word for reporting and departmental analysis • Dealership experience required • Experience with Dealertrack and Xtime is a plus What We Offer • Medical, Dental, and Vision Insurance • Life Insurance • 401(k) Retirement Savings Plan • Paid Time Off • Paid Company Holidays • Paid Training • Work-Life Balance • Ongoing Professional Development • Employee Discounts • Family-Friendly and Inclusive Team Culture • Career Growth and Internal Promotions • Custom and Competitive Wage Plan