Service Manager - Park Cities Ford Lincoln - Dallas TX

CO-Service Department Manager

A Service Manager oversees the Service Department and is responsible for control of and building of a loyal customer base, maintaining good employee relations, setting and obtaining profit objectives and maintaining service records. Additionally, the position must satisfy service concerns of all customers, ensure that service is performed at the highest level and meets department profitability and safety guidelines.

As with all positions within dealerships, service managers are expected to uphold/represent the ethical standards of the business and protect the image of the brand.

PARK CITIES FORD HAS ELECTED TO MAKE THIS A CO-MANAGEMENT POSITION WITH EACH SALES MANAGER EQUALLY RESPONSIBLE FOR THE DAY TO DAY MANAGEMENT OF THE DEPARTMENT. BOTH WILL HAVE EXCEPTIONAL SALES/CUSTOMER SERVICE/TECHNICAL SERVICE EXPERTISE. THEY WILL WORK SYMBIOTICALLY TO PRODUCE A COHESIVE DEPARTMENT THAT IS ENERGIZED AND RESPONSIVE TO CUSTOMERS AND THE DEALERSHIP.

Job Duties

• The Service Manager oversees the Service Department including Advisors and Technicians with support from THE Fixed Operations Director and the Shop Foreman. Specific duties include but are not limited to:
• Hiring and supervising all service department personnel, as well as monitoring the performance in servicing customers.
• Creating goals and objectives for the department, which includes working with Fixed Operations Director to create an annual operating budget and marketing plan to promote new and repeat business.
• Provides training on administrative policies and procedures for all department personnel.  Encouraging technicians to keep their skills up-to-date through taking new technical courses on new systems and components offered by the manufacturers.
• Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with factory representatives.
• Maintaining the highest Customer Service Index (CSI) rating from customers by managing customer complaints immediately and according to dealership policy.
• Advocating to Senior Management on behalf of the customer and service employees by advising on measures need to create both the optimum work environment and customer service environment.

Service Managers tend to have previous experiences as a service advisor, as well as extensive technical background with management training, and typically have been in business for 15 years or more.

Service Managers require strong communication skills to deal with customers, employ vendors. Managerial positions are required to maintain the profitability of their department while controlling expenses and maintaining customer satisfaction.

Managers are required to not only understand and keep abreast of the federal, state and local regulations that affect their operations, but must also comply with these regulations when including hazardous waste disposal, OSHA right-to-know, and provide necessary training on these regulations and ethical practices.

Professional certification from the National Institute of Automotive Service Excellence or similar professional affiliation is preferred.

Education Requirements

Many Service Managers hold NIASE or Consultant Certification and have at least some post-secondary education; a growing manager may have a bachelor’s degree in business or technical field.

A strong understanding of automotive technology is a definite asset, so an Associate degree or higher in auto technology is beneficial.

Focusing on the following coursework is useful: Mathematics, computers/electronics, automotive service and technology, business and courses that teach analytical skills.

Career Path

This is a demanding position that may lead to becoming a fixed operations director (in charge of the service, parts and body shop departments) or  general management of a dealership.

Salary Range

The average annual earnings of service managers are approximately $55,000 to $88,000. Earnings vary depending on experience, and the dealer’s location and volume.

Benefits

Park Cities Ford Lincoln offers this position all the benefits of World Class Automotive Group including health, dental, vacation pay, 401K plan, complimentary parking and employee pricing on dealership services and products.