Honda Service Manager

Service Manager O'Daniel Honda Mission Statement

To be a dealership whose employees work together to genuinely earn the trust and loyalty of its customers and the community by focusing on excellence in customer service, convenience and value.

GENERAL SUMMARY

Manages the Service Department to ensure that customers' needs are met, vehicles are fixed right the first time; increases focus on business growth, profitability, and employee satisfaction. Oversees all activities of the Service Department including monitoring department finances, customer service, monitoring inventory, merchandising, and repairs.

Reports To : General Manager

DUTIES AND RESPONSIBILITIES :

Achieving High Standards

Principal Duties and Responsibilities :

Maintains warranty claim processing procedures that permit prompt settlement and the simplification of tracking payments.

Ensures high quality service and repairs are provided to every customer and customer receives prompt response on status of repairs.

Maintains a clean, professional environment and appearance.

Maintains high ethical standards in daily activities.

Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.

Additional Duties and Responsibilities :

Monitors the flow of work in the Service Department and intervenes as needed to ensure work is accomplished.

Works with all dealership personnel to ensure customer satisfaction.

Eliminates surprises for customer by reviewing work and charges.

Leading a Winning Team

Principal Duties and Responsibilities :

Builds a winning team by recruiting, hiring, training, coaching, evaluating, motivating, and rewarding Service Department employees.

Develops pay plans that keep personnel focused on customer satisfaction, retail sales, and team goals.

Directs and schedules the activities of all Service Department employees.

Develops job descriptions and performance-based pay plans for all Service Department employees.

Monitors and evaluates employee performance within the Service Department quarterly, providing feedback, disciplinary actions, training, and career guidance as necessary.

Ensures employees attend training programs to gain required skills and / or certifications.

Delegates work as requested to ensure customer satisfaction while developing employee skills.

Additional Duties and Responsibilities :

Monitors repair order trends (number of repair orders completed, shop productivity and efficiency, dollar sales per repair order, and dollar sales per Service Advisor, etc.).

Ensures a positive working environment for employees.

Develops a team atmosphere both within the Service Department and across other departments.

Follows all dealership policies.

Establishes and maintains positive management / employee working relationship.

Working Effectively With Others

Principal Duties and Responsibilities :

Builds productive working relationships both within and across departments through clear communications using different forms.

Has an approachable style; fosters open communication through active listening; maintains open-door policy.

Generates pride and commitment within the Service Department; instills customer and employee confidence.

Speaks clearly, concisely, and effectively in groups and one-on-one.

Identifies customer concerns, needs, and expectations so that action plan can be determined and implemented.

Participates in management meetings to ensure open communications between departments.

Additional Duties and Responsibilities :

Follows up with customers or develops a service follow-up system to ensure customers are satisfied with service within 24 hours of service and if necessary, resolves any problems.

Promotes cooperation and teamwork among all service employees.

Resolves all employees concerns in a prompt and effective manner.

Handling Pressure

Principal Duties and Responsibilities :

Solicits, encourages, and implements innovative methods / ideas to improve service and performance.

Uses an effective appointment system that allows service advisors adequate time to determine customer concerns as well as sell additional service that are needed.

Prioritizes work through shop loading and scheduling system to ensure all deadlines are met.

Handles customer complaints that require management's attention.

Additional Duties and Responsibilities :

Resolves internal conflicts among employees in the Service Department.

Managing Business Complexity

Principal Duties and Responsibilities :

Plans, analyzes, and manages department finances through determining flat hours available to sell, shop capacity, services in customer demand, and how department's skill inventory matches customer's demands.

Establishes processes and standards (e.g., follow-up system to contact customers) to ensure customer satisfaction and efficient and effective service operations.

Establishes a purchasing policy and practice that ensures competitive bids from vendors for all tools, equipment, supplies, etc. to become a low-cost producer.

Coordinates with Parts Department, Sales Department, General Manager, Honda Representatives, sublet vendors, and others to ensure effectiveness of the service process.

Ensures maintenance and repair pricing is consistent with competitive practices; conducts quarterly competitive market analysis to ensure competitive practices and pricing.

Generates and strives to increase service sales while increasing overall department profitability.

Additional Duties and Responsibilities :

Analyzes problems and establishes procedures to solve them.

Develops marketing and merchandising plans and programs.

Applying the Basics

Principal Duties and Responsibilities :

Uses computers to monitor daily operations; maintains proficiency in use of in-house computer systems.

Applies information found in manuals, publications, and other documents.

Utilizes new systems or processes implemented by Honda or the dealership.

Maintains technical bulletins and special tools to increase technician efficiency and improve Fix it Right the First Time performance.

Additional Duties and Responsibilities :

Maintains an awareness of and make certain Service Department employees comply with safety regulations, hazardous waste disposal, OSHA, and right-to-know policies and procedures.

Makes warranty and billing adjustments.

Understanding and Using Business Knowledge

Principal Duties and Responsibilities :

Maintains Service Department's operating environment to ensure optimal performance (maintaining equipment, etc.).

Implements new Honda and / or dealership systems or processes.

Completes daily, weekly and monthly sales and production records as established by dealership.

Additional Duties and Responsibilities :

Provides technical information and assistance to employees as needed.

Maintains active professional affiliations and certifications.

Keeps up to date on industry specific information.

Develops business strategies to ensure a strategic marketing advantage.

Reviews Service Department's operating practices.

EDUCATION / CERTIFICATION REQUIREMENTS

Education, training and / or state / national certifications should clearly demonstrate the possession of the knowledge and skills stated above.

Minimum of High School degree or equivalent

Two years of college with a strong emphasis on business skills preferred

Driver's license

ASE or state certification preferred but not required

EXPERIENCE

Two years in an automotive service environment required; 5 or more years preferred

One year of supervisory experience