Service Manager / Service Advisor Manager

 

Department: Service

Position: Service Manager / Service Drive / Service Advisor Manager

Reports To: Service Director

Rev Date:  1/14/2025

Summary

A Nationally ranked, Waco based dealership, with top tier customer satisfaction scores, and high traffic, is looking to fill a unique and special service management position.  We are looking for a dedicated, hands-on, experienced Service Manager or Service Advisor Manager to join our team and lead our service department to new heights.

We are looking for a Service Manager, and all that entails, but the reason we have added "Service Drive / Service Advisor Manager" to the title is because this will be your first and primary area of focus, before moving on to other areas. 

We are looking for someone with a record of success at building a team of positive proactive Service Advisors, who make sure things get done right, and consistently produce tops scores in CSI.  We are looking for a manager that is a master of implementing solid step by step processes that lead to sincere and real customer satisfaction.

Position Overview

You will run an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and through our customer management system.

You will have a mastery of our processes and procedures, and work towards constantly improving how we help customers, operate, and ensure we exceed customer expectations.  

Your primary goal will be to maintain a top 3% national ranking and score for Customer Satisfaction (KSI, CSI) by making sure our written protocols, “Ten Commandments”, and best practices are improved and followed.  You will run an efficient and profitable department through productive staffing, customer retention, cost controls, achievement of objectives, and through our customer management system.  

This role requires hands-on strong leadership, excellent and positive communication skills, and a complete and deep understanding of the full spectrum of knowledge required to operate a successful service department that genuinely exceeds customer expectations.

Key Responsibilities

• Lead, mentor, and motivate our team of service advisors, technicians, and support staff.
• Ensure step by step that each employee follows our processes and protocols on a daily basis.
• Plan ahead daily and weekly to ensure all staff and resources are in place to exceed customer satisfaction every day every hour.
• Continually improve and update our protocols and process.
• Continually improve our staff’s ability to deal with customers and to maximize positive outcomes.
• Ensure all staff meet manufactures certifications and requirements.  Develop and implement training programs to enhance team skills and knowledge in all areas needed.
• Set performance goals for individual staff members and conduct monthly individual evaluations.
• Handle customer complaints and disputes promptly and professionally.
• Develop strategies to improve customer retention and satisfaction.
• Personally assist customers on a daily basis, including making appointments, and taking phone calls.
• Oversee daily operations of the service department, ensuring efficiency and productivity.
• Monitor service workflow and manage schedules to optimize service capacity, and proactively have things set up so customer satisfaction is never
• Maintain an organized and clean service area.
• Develop and manage the service department budget.
• Track key performance indicators (KPIs) and implement strategies to meet financial targets.
• Analyze service department metrics and proactively prepare reports for management.
• Ensure all repairs and maintenance are performed to the highest standards.
• Stay updated on the latest automotive technologies and repair techniques.
• Manage inventory and order parts as needed.

Qualifications

• Six years of in-depth automotive mastery and experience, including graduation from an automotive technical school earning certificate/degree/ASE Certifications.
• Four years of proven successful service department management experience in high volume franchised automotive Service Department, with hands on Service Advisor development experience.
• Excellent communication skills with demonstrated sales and customer satisfaction experience directly related to Complete Auto Care, Tire Sales, and Service experience.
• Mastery of basic algebra to calculate figures and amounts such as discounts, interest, commissions proportions, and percentages.
• Mastery of basic business computer and software use.
• Demonstrated ability to forecast goals and objective for the department, including preparing and administering an annual operating budget for your department.
• Demonstrated ability to manage and produce reporting systems required by Service Director, General Management and the factory.
• Mastery and knowledge of all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Demonstrated ability to ensure compliance with manufacturer warranty and policy procedures.
• Demonstrated ability to manage and account for all documents; ensuring that none are missing, and all are processed correctly.
• Must possess a high level of honesty and integrity.

Benefits

• If you are looking for an honest positive work environment and like working in a culture where people sincerely care about each other and customers, we might just be the best place you have ever worked.  We are not a good fit for negative, grumpy, or lazy folks who are not in a habit of going out of their way to help others.  
• We are a career organization that looks after our people long term.  We are always willing to invest in our people, weather it is providing training, or helping someone reach their goals, we are there for our people in ways few companies are. 
• Above average compensation
• Paid time off and holidays.
• Ongoing training and professional development opportunities.
• Medical, Dental, and Optical Insurance

 

**How to Apply:**

Interested candidates are invited to submit their resume and a cover letter detailing their experience and qualifications to ted@universitymazdkia.com or apply on line. Please include "Service Manager Application" in the subject line.

 

**University Kia is an Equal Opportunity Employer**