At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today!

The Service Manager runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily proficiency rate is at 100% or greater. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties/Responsibilities:

• Manages the day-to-day operations of the service department.
• Forecasts goals and objectives for the department and strives to meet them.
• Maintains reporting systems required by general management and the factory.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Strives for harmony and teamwork within the department and with all other departments.
• 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.
• 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.
• Keeps abreast of new equipment and tools available and provides a business model for the possible purchase of this equipment.
• Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
• Serves as liaison with factory representatives.
• Ensures the proper care, storage, and inventory of special tools.
• 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.
• Prepares pricing guides and maintenance menus for frequent labor operations.
• 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.
• Accomplishes objectives through the use of proper purchasing procedures, inventory control, staff utilization, security, pricing, merchandising, displaying and advertising.
• Maintains safe work environment.
• Maintains a professional appearance.
• Other tasks as assigned.

Additional, Dealer-Specific Duties May Include:

• Acting as a Recon Service Manager who specializes in the reconditioning of used cars for repair and resale.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Develops and implements a marketing plan which promotes new and repeat business.
• Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
• Creates departmental policies and procedures and ensures they are being followed
• Attends managers’ meetings.
• Ensures that the work areas and customer waiting area are kept clean.
• Assists service technicians in the repair of vehicles
• Aids in writing orders and monitors WPI
• Is responsible for new cars, used cars, or both

Required Skills/Abilities:

• Strong Communication and interpersonal skills
• Flexibility to work extended hours, evenings and weekends.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Must be able to lift and move work-related items up to 30 pounds
• Must be able to push, pull, lift, and bend at the knees and waist, twist body at the waist, raise and hold arms overhead, and turn head-neck-shoulders as needed

Education and Experience:

• Two to four years related experience and/or training; or equivalent combination of education and experience.
• Valid Driver's License required.
• Additional certifications as applicable

Benefits:

• Medical, Dental, Vision, and AFLAC Supplemental Insurance
• Company Paid Life Insurance, Employee Assistance Program, and college courses.
• 401(k) with Company Matching after 6 months.
• Paid Time Off and Paid Holidays.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.