Service Manager

at Gunn Automotive Group

San Antonio, TX

Posted on Sep. 19, 2016

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The Service Manager is responsible for enumerating mechanical problems on customer vehicles, providing customers with an estimate of repairs, and promoting the sale of additional services.

The Service Manager also receives cash from customers and employees in payment for goods or services and records the amount received in an accurate manner. S/he is sometimes the customer's last contact with the dealership and therefore must represent the dealership in a friendly, professional manner.

Minimum Qualifications:
•Computer proficiency (s/he will be trained on dealership computers, cash drawer and other office machines)
•High school diploma or equivalent
•Valid driver's license and driving record consistent with company policy and insurance carrier requirements
Required Knowledge, Skills, and Abilities:
•Excellent communication skills, including the ability to effectively communicate (both verbal and written) with dealership personnel and customers
•Good reading and writing skills, including an ability to prepare and understand repair orders
•Mathematical and fundamental money skills, including ability to manage customer receipts, prepare estimates, and operate/manage a cash drawer
•Analytical skills
•Organizational skills and ability to prioritize and manage multiple assignments to completion
•Marketing and selling skills
•Ability to operate a computer
•Basic understanding of automobile mechanics
•Ability to operate vehicles (automatic and standard transmissions)
•Ability to access vehicle
•Ability to stand for eight to ten hours per shift
•Available to work a flexible schedule where days and number of hours is different each week.

Service Manager:
•Reports directly to Service Director/Assistant Service Director
•Interacts with Dispatcher, Foreman, Service Assistant Manager, Porters, Technicians and Warranty Clerk
•Coordinates final billings on tickets with Parts and Service personnel
•Directs porters
•Assists and coordinates accessory installation with new and used vehicle sales

Essential Job Functions:
•Receive cash, checks, and credit card payments from customers, record the amount received, issue a receipt to customer, and receive approved authorization of check (e.g., Telecheck or other authorized service) cash drawer
•Compute or recomputed the customer's bill using the dealership's computer system
•Finalize bill and print repair orders
•Ascertain and record totals shown on cash drawer tape and verify against cash on hand (cash must be maintained with minimal overages and shortages)
•Give cash refunds or issue credit memorandums to customers for returned merchandise
•Greet customers in a timely, friendly manner; let customers who are waiting in line know that they will be helped soon; handle customer complaints with integrity and poise and take or refer the complaining customer to the appropriate individual for further communication
•Schedule appointments and maintain an accurate loading chart
•Assign tag numbers to each customer's repair order
•Communicate with service customers to determine the nature of the mechanical problem(s)
•Obtain accurate customer and vehicle data and input into computer
•Test-drive the vehicle or refer to the quality control/shop foreman as necessary
•Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers' specifications, using maintenance menus (if applicable)
•Access engine compartment of every vehicle and look for potential additional revenue through assessment.
•Perform a complete walk around with customer to review for damages or additional repairs required
•If additional work is needed, explain the details to the customer, including the additional cost and time considerations; obtain approval from the customer and document the revised estimate
•Indicate on repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in (repair orders must be legible)
•Notify dispatcher, team leader and technician of incoming work
•Provide estimates for labor and parts; if the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval
•Establish each customer's method of payment; obtain approval of credit and authorization of check, if necessary
•Establish "time promised;" check with person responsible for work distribution, if necessary
•Obtain customer's signature on repair order; provide customer with a copy
•Assist in transporting stalled vehicles into service area
•Follow up progress of each repair order at scheduled call times, regardless of changes; contact customers regarding any changes in estimate or time promised; record changes on repair order and system in approved fashion
•Compare final invoice with original repair order
•Analyze quality control report
•Deliver vehicle to customer and answer any questions; perform an Active Delivery as per company policy or guidelines
•Maintain follow-up program on additional items found in need of repair
•Be responsible for quality control, to ensure that work is completed as requested and to reduce comebacks
•Inspect all vehicles for body work, notify the customer that the work is needed, and refer the customer to the appropriate Gunn dealership's Collision Center
•Schedule next reservation for next service

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