Service Director

at Gunn Automotive Group

San Antonio, TX

Posted on Sep. 19, 2016

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A. Position Summary:
The Service Director is responsible for running an efficient and profitable Service Department. S/he will operate the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records.

B. Minimum Qualifications:
1. Management experience
2. Two (2) years experience in auto repair facility
3. High school diploma or equivalent
4. Valid driver's license and driving record consistent with company policy and insurance carrier requirements

C. Required Knowledge, Skills, and Abilities:
1. Excellent management, supervisory, and motivational skills
2. Excellent communication skills, including the ability to effectively communicate (both verbal and written) with other dealership and company personnel, customers, vendors, factory personnel, and other individuals and businesses with which the dealership does business
3. Good reading and writing skills, including the ability to create, read, analyze, and interpret company and dealership documents of a technical and non-technical nature
4. Good mathematical skills and working knowledge of operational financial statements
5. Analytical Skills
6. Diagnostic and mechanical skills
7. Organizational skills and ability to prioritize and manage multiple assignments to completion
8. Marketing and selling skills
9. Ability to operate computer and dealership/company programs
10. Ability to operate vehicles (automatic and standard transmissions)
11. Ability to access all areas within dealerships

D. Relationship to Other Positions (Organizational Structure):
1. Reports to General Manager and Vice President of Fixed Operations
2. Directs Service Managers, Shop Foreman, Technicians, Dispatcher and all Service Department personnel

E. Essential Job Functions:
1. Hire, train, motivate, counsel and monitor the performance of all Service Department staff
2. Direct and schedule the activities of all department employees
3. Provide technical assistance to employees as needed
4. Conduct meetings with department employees to discuss activities and safety concerns of mutual interest
5. Sees that all service personnel adhere to company polices
6. Monitor Department payroll records
7. Conduct meetings as directed by management
8. Facilitate educational training for service personnel
9. Prepare and administer an annual operating budget for the Service Department
10. Forecast goals and objectives for the department and strive to meet them
11. Strive for harmony and teamwork with all departments
12. Control the performance of the department using daily operating control,
efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts
13. Follow-up on customer survey
14. Develop and maintain quality control measures
15. Control special tool and equipment inventory; initiate ordering
16. Conduct departmental safety inspections daily, weekly, and monthly as required
17. Establish and maintain good working relationships with customers to encourage repeat and referral business
18. Serve as liaison with factory representatives
19. Resolve all customer service complaints
20. Maintain reporting systems required by general management and the factory
21. Monitor repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order, dollar sales per service advisor, etc.
22. Ensure that customer service files are up to date and are readily available for reference
23. Monitor the location and care of shop tools
24. Assist in the collection of accounts receivable for service work
25. Must be punctual in attendance
26. Must be present during normal business hours or as required by the operational needs of the dealership
27. Perform any other duties that may be deemed essential to fulfill the functions of the position

F. Additional Responsibilities:
1. Contribute to service promotion ideas
2. Keep abreast of competitor's activities and special offers
3. Attend managers' meetings as requested
4. Attend other meetings as required
5. Take accurate minutes of all meetings
6. Understand, keep abreast of, and comply with federal, state and local regulations, such as hazardous waste disposal, OSHA right-to-know, etc.
7. Maintain safest possible environment in service area and report any necessary safety improvements
8. Keep abreast of new equipment and available tools and recommend purchases
9. Ensure that the work areas and customer waiting area are kept clean; maintain a clean work area and assist with housekeeping in all areas of the dealership (for example, by picking up or discarding trash found on the premises)
10. Account for all documents; ensure that none are missing
11. Must adhere to all company policies and dealership rules
12. Maintain CSI and Factory rating established by the General Manager
13. Maintain up-to-date knowledge of technological advances in motor vehicles
14. Must adhere to personal protective equipment rules as needed
15. Must adhere to the 5 mile-an-hour rule on all dealership premises
16. Maintain a professional appearance and/or wear Gunn attire
17. Comply with other job-related instructions and perform any other duties that, in the opinion of his/her supervisor are reasonably related to his/her primary job responsibilities, required to assist other employees, or compliment Gunn's efforts generally.

G. Equipment and Materials Used:
1. Computer
2. Printer
3. Shredder
4. Calculator
5. Copier
6. Telephone
7. Fax machine

H. Working Conditions and Physical Requirements:
The Service Director will work at a desk which is enclosed in the Service Department garage.

An Equal Opportunity Employer

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