Service Manager - Haddad Hyundai : Job Details

Position Summary: the Service Manager Is Responsible for Managing the Service Department in a Professional Manner That Is Consistent with Haddad Auto Group's Core Philosophies, Principles, and Values. Compensation: $90,000 - $120,000Benefits:

• Medical & Dental Insurance
• 401K Plan + Match
• Paid vacation/sick

The Service Manager Will Be Held Accountable to:

Achieve Maximum Results in Sales Volume, Gross Profit, Customer Satisfaction, and Employee Productivity by Using Motivational Leadership and Effective Administration to Create an Environment of High Productivity.

Effectively Assemble, Motivate, Train, Mentor and Provide Leadership to a Team of Associates That Embraces Haddad's Mission and Core Values.

Create a Collaborative Team-oriented Culture That Maximizes Each Individual's Potential.

Ensure That All Company Policies, Procedures, Programs, and Strategies Are Followed and Executed Effectively.

Implement Effectively All the Duties, Responsibilities, and Requirements Outlined in This Job Description.

Set a Professional Standard That Always Reflects Favorably on Haddad Auto Group.

Maximize the Revenue Generation and Profitability of the Service Department.

Reports Any Situation or Condition That Would Jeopardize the Safety, Welfare, or Integrity of the Dealership, Its Customers or Employees to Management

Principal Duties and Responsibilities:

• Service Management:
  • Monitors Daily Productivity Tracking Reports Including # of Ro's, Sales Revenue per Ro, Discounts, Supply Credits, Multi-point Inspection Utilization per Advisor and Counsels Any Sales Personnel Not Meeting Daily Production Goals
  • Supervises Service Department Staff, Paying Special Attention to the Flow of Customers in the Service Drive, Incoming Phone Handling, and Appointment Scheduling. Ensures Proper Scheduling of Labor Hours for Maximum Daily Shop Production
  • Ensures Prospects Receive Proper Greeting, Documentation of Service Issue, Appropriate Completion Time, and Active Delivery with Full Explanation of Work Completed and Billed to Customer
  • Develops and Continually Monitors the Following Processes:
    • Service Department Production, Dispatch, and Routing System to Generate Maximum Technician Efficiency, High Quality Repairs, Low Comebacks, and High Fixed Right First Visit Scores
    • Used Vehicle Reconditioning Process
    • Customer Handling Process to Properly Schedule Appointments, Confirm Appointments, Contact for Appt No-shows, and Follow-up Contact Post Service Visit
    • Special Order Parts Customer Contact and Job Completion
    • Loaner Vehicle Utilization, Overdue Tracking, and Avg Loaner Days Outstanding by Advisor
  • Monitor Your Staff's Incoming Phone Volume and Call Handling Techniques Using the Call Management System
  • Develops and Maintains Service Menus That Are Market Price Competitive, Offer Better Value than Your Competitors and Promote Long Term Customer Retention
  • Obtains Training for Expert Status Level of Xtime System and Ensures High Utilization Among All Service Department Staff
  • Utilize the Daily Doc and Operating Reports to Ensure Department Meets or Exceeds Monthly Revenue Forecasts and Proper Expense Control. Consistently Measure the Department's Hours per Repair Order and Effective Labor Rate to Be in Line with Manufacturer and Haddad Guidelines. Monitor These Reports for Controllable Expenses Including Discounts, Policy, and Unapplied Labor Expense.
  • Consistently Strive to Meet or Beat Previous Year, Forecasted and Designated Bench Mark Goals for Csi, Profitability, Expense Control, and Market Share.
  • Frequently Research Your Local Market Area to Accumulate Your Competitors Marketing Strategies, Pricing, Amenities, and Specials to Ensure Your Program Is Competitive
  • Maintains an Effective Customer E-mail Collection Process to Ensure 90% or Better Email Penetration
  • Set up and Continually Review Your Service Reminder Program (via the Manufacturer Program) to Achieve Maximum Effectiveness of Your Advertising and Marketing
  • Establishes and Timely Submits Monthly Service Specials and Updates Marketing Materials As Necessary
  • Ensure That Customer Complaints Are Evaluated and Responded to As Quickly As Possible
  • Establishes Procedures to Ensure Positive Customer Experiences and Online Reviews
  • Review Technical Bulletins from the Manufacturer and Distribute Them to the Appropriate Technicians
  • Ensure Full Understanding and Compliance with All Manufacturer's Warranty Policies and Procedures
  • Administer Proper and Speedy Warranty Claims Submission Process. Ensure Compliance with Cost per Vin Guidelines As Designated on the Monthly Manufacturer Reports
  • Attends Periodic Meetings with the General Manager to Review Current Service Department Performance, Set Future Performance Objectives, Promotional Activities, and Discuss Other Critical Departmental Matters
  • Cooperates with All Other Dealership Managers, and When Necessary to Resolve Conflicts, Request the Involvement of the Next Higher Dealership Authority.
  • Oversee the Operation of the Vehicle Cleaning Department to Meet Acceptable Standards of Quality, Timing and Billing.

• Employee Management:
  • Hires, Trains, Motivates and Evaluates Staff on a Regular Basis and According to Haddad Standards
  • Ensures That Employees Are Conducting Themselves in a Professional Manner at All Times and Discipline Staff When Appropriate
  • Maintains Staff Schedule Appropriate to Handle Daily Flow of Customer Traffic and All Hours of Operation
  • Ensures That Service Advisors Are Periodically Trained 1-on-1 with Management on Proper Selling Techniques and the Latest Manufacturer Product Training
  • Ensure Department Payroll Is Calculated and Submitted on a Timely Basis As Determined by Human Resources Department
  • Reviews All Commission Sheets, Productivity Reports, and Profit Performance with the Service Advisors, Team Leaders or Shop Foreman, and Appropriate Support Personnel
  • Properly Documents Employee Behavior That May Result in Punitive Actions Such As Termination or Suspension
  • Creates and Reviews a Written Job Description with Every Service Department Employee. Conducts Periodic Reviews to Evaluate Employee Performance
  • Establishes Good Working Relationships with Vocational and Technical Schools to Enhance Technician Recruitment Activities
  • Guarantees New Hire's Complete Paperwork and Orientation Prior to Start Date so Computers and Phones Are Active on 1st Day of Employment
  • Ensures All Staff Is Properly Trained with Regards to All Federal or State Safety Standards and Regulations Including Epa/Osha/Hazmat/Right to Know

• Asset Management:
  • Monitors Open Ro List, Spot Checks Aged Ro's, and Continually Tracks Resolutions
  • Monitors Warranty, Cash Clearing, and Insurance Receivable Schedules on a Monthly Basis and Ensure Timely Collection
  • Follows Haddad Standards for Condition of Workshop, Service Drive, Customer Write-up, and Customer Lounge Areas, and Snow Removal
  • Ensure That All Necessary Shop Equipment Is in Proper and Safe Working Condition.
  • Obtain and Maintain Control of the Special Tools Necessary for the Repair and Service of the Vehicles the Dealership Services
  • Organize, Maintain, and Ensure the Proper Use of the Service Department Designated Parking Areas.
  • Maintain Adequate Security of the Service Department, Parking Areas, and Personnel.

Requirements:

• Maintains Professional Growth and Development Through Self-directed Learning Activities and Involvement in Professional Organizations
• Encourages a High Work Ethic by Demonstrating Appropriate and Acceptable Behavioral Skills
• Professionally Completes Assigned Tasks Promptly
• Processes All Paperwork for Human Resources in a Timely Manner
• Maintains Professional Appearance and Demeanor at All Times, Including at Work Areas
• Understands and Comply with Federal, State and Local Regulations
• Executes Both Effective Verbal and Written Communication
• Meets Deadlines, Prioritizes Assignments, and Multi-tasks Under Pressure
• Is Proficient in Microsoft Office (Including Word, Excel and Outlook) and Has Working Knowledge of Other Sales-related Computer Programs

Supervisor: General Manager Positions Supervised: All Service Department Personnel