General Manager

• Establish and align the goals and priorities of the service department to meet established corporate objectives. Manage and direct employees in the Parts and Service departments to achieve the expected results in an acceptable and professional manner.
• Maintain high production standards in Parts and Service departments
• Develop procedures and methods to insure the most efficient and effective operation of the service department. These procedures and methods must also be supportive of the branch and company goals and priorities.
• Perform root cause analysis when customer and company goals are not met and improve operations to ensure they do not continue.
• Track and improve processes of service jobs that have unsatisfactory dollars per hour collected.
• Train and develop employees in the service department to perform current and new responsibilities in the most efficient and effective manner. Help people understand and accept new procedures, methods, and technology (electronic controls, Electronic Data Logs (EDL), Pro- Driver, Reprogramming, etc.)
• Responsible for sales volume and the profitability of the Parts and Service businesses, and the overall success of the branch. Focus areas: Expense controls, maximizing billable hours, timely closing of repair orders, and processing warranty claims are key elements
• Understand the needs and operations of both internal and external customers to understand service requirements, relationships, and competitive situations. This will require the service manager to call on customers and initiate and maintain communications to keep abreast of the market
• Develop relationships with new and potential customers to generate new sales, and to make the best out of all first time opportunities to expand the business.
• Ensure the proper tools and equipment are available for the technicians to service the customer needs.
• Adhere to company principles as they relate to customers, employees, and the overall business
• General housekeeping, maintenance, and general condition and appearance of the service department, including outside areas and service trucks
• Ensuring the safe operation of the Parts and Service department
• Develop and maintain a good working relationship with customers; the ability to satisfactorily resolve issues is critical. Develop and maintain good working relationships with Penn Power Group suppliers
• Maintain and use a comprehensive customer data base related to service history and ensure information accuracy
• Control costs
• Build loyal customer base
• Maintain good employee relations
• Set and obtain sales and profitability objectives
• Maintain service records
• Oversee all repairs and parts sales
• Manage technician time
• Guide Service Advisors
• Handle customer concerns
• Review work orders to ensure policy and procedures are followed
• Accounts must be designated and billed appropriately for retail warranty
• Cost management (budgets and expenditures)
• Productiveness and performance levels
• Determine service hours needed to achieve Branch standards of service
• Lead all activities to achieve sales goals
• Ensure customer satisfaction and retention through direction of shop staff in performance of quality vehicle repair and maintenance services
• Control costs through inventory and asset management
• Ensure quality work performed first time
• Comply with environmental & safety procedures

Requirements

Skills and Abilities You Will Need

• Ability to communicate well at all levels
• Strong organizational and interpersonal skills
• Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community
• Ability to effectively present information to top management, public groups, and/or boards of directors

What You Must Have:

• High school diploma or GED
• Preference for a 2 year or 4 year degree from an accredited college or university.
• Two to five years of experience working in a high-volume service/parts department required.
• Excellent customer service, telephone and leadership skills a must.