Job Summary:

• Maintains customer satisfaction by providing problem-solving resources.
• Monitor and take a proactive approach to CSI for the service department.
• Implements production, productivity, quality, and customer-service standards.
• Answers customers’ questions, inquiries & concerns.
• Manages staff through coaching and leadership. 
• Plans, monitors, appraises, and reviews job contributions of others.
• Main point of contact for the District Service Manager.
• Enforces MJGM and GM policies and procedures.
• Oversees the smooth operation of the service department at MJGM in conjunction with the Parts Manager.
• Communicates job expectations to the service team and supports as much as she/he holds them accountable.

Skills on Resume:

• Customer Service (Soft Skills)
• Continuous Improvement (Hard Skills)
• Standards Implementation (Hard Skills)
• Effective Communication (Soft Skills)
• Leadership (Soft Skills)
• Performance Management (Soft Skills)
• Stakeholder Management (Soft Skills)
• Policy Enforcement (Hard Skills)

Job Summary:

• Lead the team of Service Advisors, Workshop Manager, Workshop Controller, Team Leaders and 17 Technicians 
• Supporting and coaching them to deliver an exceptional customer experience
• Take ownership of the day-to-day performance, and ongoing training, of the Service Advisor team
• Monitor customer satisfaction data and ensure that expected levels of performance are achieved
• Deal promptly and empathetically with customer complaints, ensuring effective resolutions are achieved
• Support Service Advisor team to ensure upsell objectives are met
• An automotive Service Manager with at least 5 years’ experience in a leadership role
• Proactively drives continuous improvements to processes to ensure an exceptional level of customer service
• Confident in handling and resolving customer issues, dealing personally with any escalations
• An excellent communicator who is comfortable liaising with stakeholders at every level of the business

Skills on Resume:

• Leadership (Soft Skills)
• Customer Focus (Soft Skills)
• Performance Oversight (Hard Skills)
• Satisfaction Tracking (Hard Skills)
• Conflict Resolution (Soft Skills)
• Sales Drive (Hard Skills)
• Automotive Expertise (Hard Skills)
• Communication (Soft Skills)

Job Summary:

• Cultivate and reinforce an internal culture of productivity, accountability, and camaraderie
• Prioritize customer service as a relationship-building interaction founded on honesty & transparency
• Dispatch work based on capacity, capability, and development goals of technician
• Oversee the regular distribution and monitoring of administrative, operational, and strategic tasks to team members promoting cross functional skills while achieving individual and shop objectives
• Supervise vendor management including sourcing of parts/services/supplies, pricing, statement reconciliations, returns, rebates, cores refunds, labor claims and perks
• Operate as an intermediary between service writers and technicians ensuring timely access to correct parts
• Validating repair recommendations, enhancing efficiency, and improving customer experiences
• Proactively manage the physical property, waste items, equipment, inventory, and supplies
• Establish a training culture for all team members to develop and strengthen capabilities
• Evaluation of human capital needs including interviewing, hiring, and firing of personnel

Skills on Resume:

• Cultural Leadership (Soft Skills)
• Customer-Centric Approach (Soft Skills)
• Strategic Dispatching (Hard Skills)
• Task Management (Hard Skills)
• Vendor Management (Hard Skills)
• Intermediary Liaison (Soft Skills)
• Quality Assurance (Hard Skills)
• Resource Management (Hard Skills)

Job Summary:

• Recruiting talent to expand and grow the department
• Responsible for improvement in sales and profitability
• Working to improve processes and procedures
• Ensuring customer satisfaction is exceptional
• Work closely with other dealership management to foster a close team approach.
• Partner with an active owner in pursuing strategic initiatives (e.g., marketing) 
• Improve the shop’s competitive position, achieve sustainable growth, and improve profitability
• Managing and growing the service department through the establishment of goals and attainment of them
• Manage a retail service center to ensure an exceptional customer experience, emphasizing safety, efficiency
• Lead and oversee a team of PLT mechanic technicians and tire technicians in a fast-paced retail environment.

Skills on Resume:

• Talent Acquisition (Soft Skills)
• Sales Improvement (Hard Skills)
• Process Enhancement (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Team Collaboration (Soft Skills)
• Strategic Partnership (Soft Skills)
• Competitive Positioning (Hard Skills)
• Departmental Growth (Hard Skills)

Job Summary:

• Ensure proper repair order flow to satisfy manufacturer, dealership and business office requirements.
• Know, understand, and maintain all manufacturers' policies and procedures.
• Review vendor contracts regularly to control waste and maximize space and time.
• Cooperate with all other dealership managers to promote the dealership and business.
• Perform other specific assignments as directed by Dealership management.
• Ensure that the facility and equipment are kept clean and in safe working condition.
• Establish and monitor individual and department objectives monthly to grow business.
• Meet with General Manager on a regular basis to review service department performance, objectives, promotions, and set future goals.
• Manage the training, development, and growth of the service employees to facilitate customer satisfaction and loyalty.
• Hire and maintain a production staff that can perform necessary services and review performance along with objectives on a regular basis.

Skills on Resume:

• Order Management (Hard Skills)
• Policy Compliance (Hard Skills)
• Contract Oversight (Hard Skills)
• Collaboration (Soft Skills)
• Maintenance (Hard Skills)
• Performance Monitoring (Hard Skills)
• Reporting (Hard Skills)
• Team Development (Soft Skills)

Job Summary:

• Works well with others and participates in weekly Manager meetings to uphold the goals of the entire dealership.
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Manages and oversees the purchase of all supplies.
• Leads by example and oversees waste management.
• Handles all receivables for the service department to be supplied to GM and dealer monthly.
• Monitor and report on outstanding RO count to GM and Dealer weekly.
• Maintain personal training requirements for sales, technical and warranty as required by the dealer and manufacturer.
• Ensure the delivery of high-quality customer service through timely and efficient mechanical services
• Provide training, supervision, and performance management for all retail center technicians while coordinating their daily tasks.
• Cultivate positive working relationships with vendors and suppliers to promote consistent, exceptional customer service.

Skills on Resume:

• Team Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• Supply Management (Hard Skills)
• Leadership (Soft Skills)
• Financial Management (Hard Skills)
• Reporting (Hard Skills)
• Continuous Training (Hard Skills)
• Customer Service Focus (Soft Skills)

Job Summary:

• Recruit, interview, hire, train, motivate, support, assist, coach, counsel, transfer, terminate, and monitor the performance and production of all team members.
• Create a balanced work schedule with appropriate coverage and minimal payroll waste for all team members.
• Maintain a professional personal appearance always.
• Work-In-Process (W.I.P.) must be 30 days or less.
• Maintain a written “Percent of Repair Orders” in comparison to the group as defined on the advisor tracking report.
• Maintain an “Hours per Repair Order” as defined on the advisor tracking report.
• Maintain an “Effective Labor Rate (E.L.R)” as defined on the advisor tracking report.
• Maintain a “Labor Gross as a Percent of Sales” as defined on the advisor tracking report.
• Maintain a “Parts Gross as a Percent of Sales” as defined on the advisor tracking report.
• Maintain high standards in Customer Viewpoint Scores.

Skills on Resume:

• Team Management (Soft Skills)
• Scheduling (Hard Skills)
• Personal Presentation (Soft Skills)
• Process Management (Hard Skills)
• Order Tracking (Hard Skills)
• Performance Analysis (Hard Skills)
• Profitability Management (Hard Skills)
• Customer Satisfaction (Soft Skills)