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Form of workPosition Overview
The Service Drive Manager must possess exceptional leadership skills and have the ability to work closely with Service Consultants, Technicians, and Parts Advisors to help provide our guests with an outstanding service experience.
Responsibilities
Qualifications
The Service Drive Manager must possess exceptional leadership skills and have the ability to work closely with Service Consultants, Technicians, and Parts Advisors to help provide our guests with an outstanding service experience.
Responsibilities
- Schedule and assign daily work objectives for the service consultants.
- Responsible for driving improvement and productivity of the service department by maintaining and ensuring adherence to standard operating procedures (SOP's), and company/factory policies.
- Promotes the sale of appropriate services, parts and accessories and associated service needs.
- Responsible for assisting as needed with all internal repair orders written for PDI, CPO, New / Used
- Required Recalls and reconditioning service for all pre-owned vehicles.
- Reviews all aging repair orders with staff daily.
- Checks vehicles for open recalls and arrange for repair.
- Assists consumer affairs, Tech Line, DTS, DPSM, FOM with all customer concerns and vehicle buy backs.
- Maintain MPI pricing and ensure proper usage by employees.
- Administer alternate transportation programs.
- Maintain reporting of various processes and systems and keeps SD abreast of all items.
- Supports Infiniti and Lincoln service staff when needed.
- Sets, monitors and drives the achievement of performance targets of Service Consultants and support staff.
- Counsel service consultants with behavioral and/or performance issues.
- Train, coach, supervise and assist service consultants.
- Perform quality inspections of vehicles before being returned to customers.
- Maintains relationships with customers and ensures exceptional customer satisfaction index and mystery shop scores are achieved to meet or exceed manufacturer standards.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Maintains outstanding business relationships with manufacturer.
- Attends meetings onsite as well as offsite.
Qualifications
- Bachelor's Degree (BA) from four-year college or university required or a minimum 5 years of previous automotive service management experience at a high-volume store.
- Proficient user of Microsoft Office (Outlook, Word, Excel).
- Ability to multitask and communicate effectively as well as being highly organized and flexible.
- Comfortable with ambiguity in a dynamic, changing environment.
- Unwavering commitment to ethical business practices.
- 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.
