Many dealerships consider the automotive service manager an integral part of their business. They are the people in charge of acting as an intermediary between the clients and the service personnel. They are also responsible for other functions within this department.
These managers hire for their department and must choose the most qualified person for the job. They are in charge of supervising employees to ensure that they meet the dealership’s quality standards. They are directly responsible for teaching them to employees. Employee appraisals are also part of your job within your department.
They need to establish a business plan and enforce goals to make it happen. This makes them accountable for the department’s budget to make sure labor costs are kept in check, inventory balances, and they don’t incur additional costs by retaining employees. This also covers a marketing campaign plan to win new customers, as well as keep old ones, through coupons, merchandising, and staffing needs.
They must keep up with changes in the industry by attending classes, seminars, and reading literature. This also includes understanding and implementing any policy changes within the dealership and offering suggestions for change to make the department work better. They should also be able to schedule classes for other employees and for themselves when offered by the auto manufacturer so everyone gets the most up-to-date information.
It is also the responsibility of the automotive service manager to be aware of the warranties and recalls offered by the manufacturer. They will be required to submit warranty work for payment and will be responsible for cancellations to the department for non-compliance with the information. They are also the link between the factory representative and the dealer, and may need to attend meetings and conferences to promote this relationship.
The main duty of a manager is to handle customer complaints quickly and efficiently and maintain customer service and the department. They must create and act on a plan to keep customers coming back and they must have a form of engagement to ensure customer satisfaction. Attracting new customers is also a job duty, and they must ensure that the service turns them into repeat customers.
Education for this position requires a bachelor’s degree in business administration or a complementary technical field. You must have at least five years of experience working in the industry, and many companies require an Automotive Service Excellence (ASE) certification. Some will allow work experience to offset a college education, where the candidate has many years of experience performing their duties.