Purpose of the job:

The Service Manager is responsible for running an efficient and profitable service department. He will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records. 

Duties and Responsibilities:

• Management-related:

• Forecast goals and objectives for the department and strive to meet them. 
• Strive for harmony and teamwork with all other departments
• Prepare and administer an annual operating budget for the service dept. 
• Attend managers’ meetings’ as requested.
• Understand, keep abreast of, and comply with local regulations that affect service operation, such as hazardous waste disposal.

• Personnel-related:
• Hire, train, motivate, counsel, and monitor the performance of all service department staff, taking corrective action where necessary. 
• Direct and schedule the activities of all department employees. 
• Provide technical assistance to employees as needed. 
• Conduct meetings with department employees to discuss activities and problems of mutual interest. 
• Monitor technicians’ payroll records. 

• Customer and Department-related:
• Establish and maintain good working relationships with customers to encourage repeat and referral business. 
• Establish and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities. 
• Serve as liaison with factory representatives. 
• Greet all customers promptly and give fair estimates on costs and time required for repairs and maintenance. 
• Handle all customers’ complaints and ensure systems are reviewed to prevent recurrence. 
• Establish marketing programs to ensure workshop is constantly operating at full capacity. 
• Ensure customer database on Automate is cleansed and maintained. 
• Break down estimates into labor and parts before the job is started so that repairs technician is aware of time allowances.
• Quality-check completed jobs. 
• Keep abreast of new equipment and tools available and recommend purchases.
• Ensure that the work areas and customer waiting area are kept clean. 
• Account for all documents; ensure that none are missing.
• Control the performance of the department using these tools daily Operating Control, efficiency and productivity control, comeback report, warranty reports, telephone surveys, and monthly forecasts. 
• Maintain reporting systems required by general management and the factory.
• Monitor repair order trends, such as number of repair orders completed, number of items per repair order, dinar sales per repair order, dinar sales per service advisor, work-in-progress, outstanding warranty. 
• Ensure that customers’ service files are up-to-date and readily available for reference.
• Monitor the location and care of shop tools.
• Collect accounts receivable for service work. 
• Follow up on parts department orders to ensure parts availability

Work Experiences: 

• Technical skills, knowledge and experience of the retail motor industry.
• Ability to control clerical work, administration, organization, system and financial matters.
• Leadership attributes.
• Up – to date knowledge of vehicles legislation, consumer legislation and trade practices.
• Technical and engineering qualification.
• Skills, experience and knowledge of modern business methods and financial control.
• (Preferred)  College route membership of The institute Of The Motor Industry.