ESSENTIAL DUTIES include the following. Other duties may be assigned.

• Forecasts goals and objectives for the department and strives to meet them.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Works with fixed operations director in preparing and administers an annual operating budget for the service department.
• Maintains reporting systems required by general management and the factory.
• Attends monthly managers meetings.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
• Promotes teamwork within the department and with all other departments.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keeps abreast of, and complies with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Accounts for all documents; ensures that none are missing, and all are processed correctly.
• Directs and schedules the activities of all department employees.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Informs repair technicians of time allowances on each repair order.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Serves as liaison with factory representatives.
• Ensures that customers' service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Assign repair orders per dealership protocol.
• Examine vehicles to determine if additional safety or service work is required.
• Understand and follow federal, state, and local regulations, such as those governing the disposal of hazardous wastes.