Service Manager in Winnie, Texas at Bayway Auto Group

Position: Service Manager

Reports To: General Manager

Apply: In Person - 2121 State Hwy 124 Winnie TX

Position Summary:

The Service Manager directs the fixed operations of the auto service department and is ultimately responsible for the success of the department and ensures the department and its employees comply with all company policies and procedures. This position drives department profitability, oversees staff development, ensures compliance with manufacturer warranty & safety guidelines.

Core Responsibilities:

• Staff Leadership: Hire, train, and mentor service advisors, technicians, and support staff. They monitor individual technician efficiency and establish productivity standards. [
• Financial Management: Prepare annual operating budgets, forecast department goals, and analyze Key Performance Indicators (KPIs) like Customer Satisfaction Index (CSI), Average Repair Order (ARO), and gross profit margins.
• Customer Relations: Handle escalated customer complaints, ensure a transparent repair process, and drive customer retention and referral business.
• Operations & Compliance: Ensure the shop floor runs efficiently and safely. They manage workflow, coordinate with the parts department, and ensure all repairs comply with OEM (Original Equipment Manufacturer) standards.
• Warranty Administration: Oversee the submission and processing of manufacturer warranty claims, ensuring zero discrepancies.

Essential Duties include but are not limited to:

• 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.
• Understands, keeps abreast of and comply 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; ensure that none are missing, and all are processed correctly.

• Direct and schedule 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.
• Review all repair reports and invoices to determine how charges are to be allocated.
• Effectively review & analyze customer reports to determine the appropriate warranty claims.
• Monitor automotive repair/maintenance to prevent operational delays
• Maintain daily sales and production records as prescribed by upper management
• Review and evaluate service sales performance
• Remain current on new products and changes to existing products
• Assure proper repair-order flow/maximize productivity
• Monitor/control all warranty activity to ensure compliance with policies and procedures
• Ensure all repair orders are correct before submitting them to the warranty department, monitoring sales and hours relative to expectations.
• 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 recommends purchases.
• Ensure 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.
• Maintains safe work environment.
• Other tasks as assigned.

Professional Requirements

• Experience: 5+ years of automotive management experience
• Education: High school diploma or GED required; a business or automotive technology degree is a plus.
• Skills: Strong communication, financial analysis, and problem-solving skills. Must be proficient in CDK Dealership Management Systems (DMS)

Relevant Work Experience & Other Requirements:

• Must be 18 years of age  
• All applicants must pass pre-employment screening which includes Background Check, Drug Test, and MVR
• Must have clean driving record, and be licensed for a minimum of 3 years to be insurable
• Must be able to work Saturdays and 50+ hours per week

Physical Requirements: 

• Must be able to drive, stand, bend, and/ or walk for extended periods of time
• Lift up to 50 pounds