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Job Description

Manages service operations within the dealership to maximize return on investment through; optimizing Service Department processes to ensure internal and external customer satisfaction, growing profitable service labor sales, exercising disciplined expense control, attracting, and retaining outstanding talent and effectively engaging department personnel.

Responsibilities:

Onboarding and job trainer for all service technicians.

Manage the service department, headcount, and resolve HR issues.

Manage customer calls as needed.

Manage all shop metrices.

Direct responsibility metrics.

Effectively manage technician labor rates, technician productivity, technician efficiency, WIP, and billing cycle days.

Reports weekly location metrics and tracking progress.

Support the Foreman and Clerk when corrective action is needed to maintain metrics or customer experience.

Manage Satisfyd survey and Dealer experience.

Manage warranty process, including the Pending list.

Support regional call support and dispatch to improve customer experience.

Onboarding trainer for all service clerks.

Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.

Executes Service Department marketing plan and monitor monthly to ensure achievement of departmental goals.

Takes the lead in sharing best practices and implementing common processes throughout the Service Department.

Coordinates customer clinics, field days and related promotional events.

Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit if Warranty Admin is unavailable.

Develops and retains key talent by maintaining individual development plans.

Reviews work orders for completeness and accuracy prior to customer billing

Ensures all departmental tools, equipment, and vehicles are in good working order

Support management in the pursuit of corporate policies, plans, goals, and long-term objectives.

Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.

Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.

Compensation:

$60,000K -$75,000K Salary

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

5-10 years of management experience is required.

Mechanical/hydraulic, or electrical work experience would be beneficial.

High School Diploma or GED equivalent is required.

Ability to lead others effectively.

Ability to use standard desktop load applications such as Microsoft Office and internet functions.

Ability to speak effectively one-on-one and within a group.

Basic understanding of financial principles relative to Service Department operations.

Ability to analyze and interpret internal reports.

Excellent customer service skills.

Ability to think strategically and solve problems.

Verbal and nonverbal communication skills. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].