Job Summary: The Service Manager provides direction to service personnel, delegates assignments according to business needs, and answers questions concerning present and future jobs. Manage the operation of the Service Department including training, recruiting, interviewing, employment appraisals, and possible employee discipline and termination issues. Prepare annual budget and monitor budgeted expenditures. Provide leadership to achieve profitability goals of the service department by implementing strategic plans, supporting shop supervisors, and ensuring customer satisfaction while upholding the corporate standards of the company. Maintain awareness of current and projected market conditions; develop and implement appropriate strategies and programs as necessary to attain the dealership's Service Department customer, operating, and profitability objectives.

The incumbent in this position is expected to model the following practices daily: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

Essential Functions:

• Models promote, reinforce, and reward the consistent use of HOLT's Values-Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.

• Performs necessary duties for the safe, efficient, and profitable operation of the Service Department through effective management of the service team.

• Establishes department goals and objectives, measures progress, analyzes results, and makes improvements as needed.

• Identify customer needs and opportunities to enhance relationships to grow business and maintain a flow of potential customers.
• Responsible for the overall performance of the service department.

• Performs supervisory responsibilities to effectively manage personnel including interviewing, hiring, firing, training, planning, assigning work, appraising performance, disciplining, addressing complaints, and resolving problems.

• Train employees in company policies, department procedures, job duties, and operational safety, and support the goals of the company and not just the individual department.

• Work to motivate all service personnel to provide high levels of customer service.

• Recommend solutions to customer needs.

• Maintains a safe and secure environment by following safety and security standards and procedures, and complying with codes.

• Identify prospective customers by using business directories, following leads from existing clients, rental departments, and other internal salespeople.

• Updates job knowledge by participating in educational opportunities; reading about new products.

• Communicate goals daily, weekly, and monthly within the service department.

• Foster cohesion between the service department and other dealership departments.

• All other duties assigned.

Knowledge, Skills, and Abilities:

• Supervisory skills

• Mechanical aptitude and computer skills are needed.

• Must have knowledge of company and OEM products.

• Able to diagnose and repair vehicles.

• Accurately figure repair orders and administrate warranties.

• Knowledge of CDK dealer management system preferred.
• Ability to write customer orders.
• Ability to listen and communicate with customers, employees, and co-workers.
• Must have excellent verbal and written communication skills.
• Ability to operate a forklift.
• Travel may be required.

Education and Experience:

• A high school diploma and/or GED is required; College Degree is preferred.

• Combination of education, training, or experience that provides the required knowledge, skill, and abilities.

• A minimum of five years of experience in a Dealership and three years in management is preferred.

Supervisory Responsibilities:

• None

Travel:

• Travel may be required.

• Valid Driver's license required.

Physical Requirements:

• The employee is required to stand, walk, kneel, squat, crawl, bend, and twist.

• Employees may have to climb and/or lift to and over 50 lbs.

• Visual requirements are constant.

• Mobility of walking, standing, and bending is frequent.

• Dexterity, hearing, and talking requirements are constant.

• Visual ability to observe employees in the workplace, analyze operations and detect situations of concern.

Work Environment:

• This position is in the office, warehouse, and shop area.

• The employee is exposed to dirt, dust, heat, cold, noise and vibration, fumes and odors, wetness, and humidity, and sometimes darkness.

• Due to the nature of the environment, the employee is exposed to potential mechanical, chemical, electrical, and fire hazards.

Disclaimer: Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

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