Job Description
Job Description: Job Title: Service Manager Location: Sumner WA (on-site) Pay Range: $90,000.00-100,000.00 annual base pay, plus incentive bonus plan Come join our experienced Service department and be a part of a culture that is compassionate, family-oriented, and truly believes in going the extra mile for our customers. By providing excellent customer service and trustworthy vehicles, we take pride in helping our customers live more fulfilling and independent lives! Health care, paid time off, dental, vision, and a matching 401K. We are looking for a Service Manager who will be responsible for overseeing and coordinating the work of the Service Technicians, while ensuring that customers are being provided with excellent customer service. This position leads a profitable and productive Service department through effective scheduling, inventory management, conducting quality assurance inspections, and creating memorable experiences for customers that results in lasting customer satisfaction and retention. The ideal person must be willing to wear multiple hats and have the ability to remain levelheaded while juggling a variety of tasks throughout their day, many of which are not planned. Success in this role comes from being compassionate, an excellent communicator, and an organized manager that knows how to make their customers and employees feel heard, valued, and respected. Keep reading IF: YOU HAVE STRONG COACHING AND PEOPLE MANAGEMENT SKILLS – You seek to understand your team members strengths, areas of opportunity, and what motivates them to continuously learn and improve themselves. You communicate goals, priorities, and expectations to all team members and display strong inter-office communication skills and maintain open channels of communication with everyone. YOU ARE COMPASSIONATE AND CUSTOMER SERVICE ORIENTED – You understand that Arch’s number one expectation is customer satisfaction, and that customer retention drives the success and growth of our stores and the business. You always goes above and beyond to make customers feel welcomed, valued, and taken care of. YOU****ARE AN ORGANIZED AND AGILE MULTI-TASKER –You know how to create a system to keep track of the different tasks and work that needs to accomplished throughout your day. You’re capable of efficiently planning schedules for yourself and your team and can pivot and shift as unexpected things arise. You can reprioritize your workflow, juggle different and urgent tasks by order of importance. ESSENTIAL DUTIES MAY INCLUDE: In the first 30-60 days and ongoing: Begins to learn Arch’s mission, goals, department structure within the store, customer base, manufacturer base, and industry terminology. Meets and develops rapport with the General Manager, Service team, Sales team, administrative staff and all other team members. Learns how each department works with and supports each other. Shadows another top performing Service Manager & the Service Technicians to learn their current processes for servicing vehicles, performing installations, & the amount of time it takes for different jobs. Demonstrates strong customer service, conflict resolution skills, & the ability to deal with challenging customers. Within the 3rd month mark and ongoing: Is fully immersed in the workflow, displays a positive attitude and demonstrates a full understanding of Arch’s services, and the different roles within each department and how they work together. Manages and maintains an optimal schedule for the Service Technicians and can shift different activities to increase productivity and quality of servicing, installations, and repairs. Through efficient scheduling and inventory management, the service department is meeting a minimum of 75-80% of their productivity and efficiency goals. Orders parts daily, conducting a cycle count each month to ensure proper balance of parts needed and used. Within the 6th month mark and ongoing: Demonstrates strong quality inspection skills and ensures that vehicles are being serviced on time, with quality and confirms that vehicle installations and repairs are built properly. Establishes a mid-year performance review with all service technicians and other assigned staff. Acknowledges team members accomplishments, helps them identify areas for improvement, and creates a plan to help them achieve their SMART goals. Through efficient scheduling & inventory management , 90-100% of the service department productivity & efficiency goals are being met with approximately 15-30 vehicles worked on per w