Job Description

We are seeking an experienced and dedicated Service Operations Manager to join our team in the Aubrey/Krugerville area. The Service Operations Manager is responsible for ensuring our service team consistently delivers Customer Service Excellence. Holding to the organization’s Core Values the Service Operations Manager finds success in raising year over year net profit revenues earned. This person cultivates an environment of accountability and professional development, that promotes on-the-job training.

This is a great opportunity for an individual with a hands on leadership style who enjoys and is excited by the idea of creating their own department.

Primary Responsibility, Scope of Work, KPI Management, complexity: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management-related:

· Responsible for the professional development of A-Z’s service team.

· Promotes clear, concise communication between both external and internal customers regarding past, present, and future services to be performed by the service department.

· Reviews key performance indicators for service operations and addresses issues, opportunities, trends, and initiates change when required.

· Achieves monthly customer satisfaction, production, and revenue goals set by Senior Management.

· Implements SOP process and procedure improvements.

· Ensures the Service Team meets daily, weekly, and monthly sales goals.

· Attends in person customer visits to build healthy relationships.

· Responsible for management of the Service Department’s WIP.

· Ensures the service team’s technical staff maintains factory certifications required by A-Z’s OEMs.

· Establishes long-term positive relationships with A-Z’s partners.

· Conforms with and abides by all regulations, policies, work procedures, and instructions.

Personnel-Related:

· Involved in recruiting, disciplinary, and development activities relating to the Service Department’s Team Members.

Key Performance Indicators:

· Monthly CSI and NPS score card ratings attained

· Current WIP KPI ratings held

· Monthly Sales and GP goals attainment

· Team Development and Certification targets met.

Education and Experience:

· Minimum of three to five (5) years of Service Management experience/ representing the Service Department. Automotive, Heavy Machinery or Heavy Truck Dealership experience preferred.

representing the Service Department.

· Knowledge of on-highway vehicle products and warranties.

· Minimum of five (3-5) years of department personnel management experience.

· High School Diploma

· Technical School Diploma or equivalent

· Must have a valid driver’s license and have and maintain an acceptable, safe driving record

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