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Dilawri Group of Companies is currently looking to fill aposition of a Service Manager.
EssentialDuties :
- Maintain highest possible standards of workmanship; advise technicians of dealership CSI on a monthly basis.
- Maintain daily required housekeeping in service department to promote morale and
quality standards; devise and implement schedule of training for technical, productive, non-productive, and non technical personnel.
- Obtain craftsman league scores at or above zone average; counsel regularly with employees, especially those whose performance is below standards.
- Develop systems of quality check of performance and tagging of special jobs.
- Resolve 100% of customer complaints within 48 hours.
- Involve owner relations manager (if separate title) in complaints as appropriate, but strive toward zero complaints reaching dealer for resolution.
- Keep dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily; be totally aware of lemon laws .
- Work effectively with Better Business Bureau to satisfactorily resolve complaints.
- Recruit, build, train, and maintain a quality service organization.
- Develop systems for quality checking each job.
- Recruit and hire highest quality technicians and service personnel.
- Devise, maintain and update systems for use of technical resource data in accordance with CCS and dealership policy appraise all personnel at least annually.
- Create and use systems for follow-up of customer pay and warranty labor to insure
- customer satisfaction; maintain repair order system that follows the three (3) C’s ;
complaint, cause, and correction.
- Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
- Establish and maintain an organized and up to date customer follow and record system.
- Be familiar with and able to operate an automated control system.
- File all completed repair orders within 48 hours of completion.
- Respond quickly to summons from cashier to help deal with concerned or confused
customers.
- Complete campaigns in timely fashion, at or above zone average.
- Maintain accurate records and insure warranty parts retention as outlined in policy and procedures manual.
- Maintain effective Inter-department relationships.
- Develop systems for 100% review of check lists for car preparation.
- Handle service department responsibilities for delivery in accordance with the requirements of the gold key delivery program.
- Work with sales department in generation of new and used car sales.
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