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Many dealerships consider the Automotive Service Manager to be an integral part of their business. They are the people responsible for acting as an intermediary between the customer and the service staff. They are also responsible for other duties within this department.
These managers recruit for their department and they must select the most qualified person for the job. They are in charge of overseeing the employees to ensure that they meet the quality standards of the dealership. They are directly responsible for teaching this to the employees. Evaluating employees is also part of their job within their department.
They must set a business plan and implement goals so that they are met. This makes them accountable for the department’s budget to ensure that labor costs are kept in check, inventory balances, and that retaining employees doesn’t cost them any extra. This includes planning a marketing campaign to acquire new customers as well as retain old customers through coupons, sales and staffing requirements.
They must stay updated 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 suggesting changes for the smooth running of the department. They should also be able to schedule classes for other employees and themselves when such are offered through the car manufacturer so that everyone has the most current information.
It is also the responsibility of the automotive service manager to keep up with warranties and recalls offered by the manufacturer. They will be required to send the warranty work for payment and failure to comply with the notice will be held accountable for write-off to the department. They are also the link between the factory representative and the dealership, and may be required to attend meetings and conferences to further this relationship.
The main duty of a manager is to handle customer complaints quickly and efficiently and maintain customer service and department. They should make a plan and work on it to keep the customers coming back and there should be a way to compromise to ensure customer satisfaction. Bringing in new customers is also a job duty, and they must ensure that the service will turn them into repeat customers.
Education for this position requires a bachelor’s degree in business administration or a complimentary technical field. You must have at least five years of experience working in the industry, and many companies require Automotive Service Excellence (ASE) certification. Some will allow work experience to offset college education where the candidate has many years of experience performing the duties.
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