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Mercedes-Benz Service Manager
Summary
Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technicians’ time is consistently sold to service customers.
Essential Duties
- Forecasts goals and objectives for the department and strives to meet them.
- Hires, trains, motivates, counsels and monitors the performance of all service department staff.
- Prepares and administers an annual operating budget for the service department.
- Maintains reporting systems required by general management and the factory.
- Attends managers meetings.
- Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
- Strives for harmony and teamwork within the department and with all other departments.
- Develops and implements a marketing plan which promotes new and repeat business.
- Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Accounts for all documents; ensures that none are missing and all are processed correctly.
- Holds weekly department meetings.
- Directs and schedules the activities of all department employees.
- Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
- Monitors technicians’ daily productivity reports and corresponding payroll records.
- Monitors and follows up on parts orders with the parts manager to ensure availability.
- Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
- Establishes and maintains good working relationships with customers to encourage repeat and referral business.
- Informs repair technicians of time allowances on each repair order.
- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Ensures that the work areas and customer waiting area are kept clean.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Serves as liaison with factory representatives.
- Ensures the proper care, storage and inventory of special tools.
- Ensures that customers’ service files are up-to-date and readily available for reference.
- Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
- Prepares pricing guides and maintenance menus for frequent labor operations.
- Handles customer complaints immediately and according to dealership’s guidelines.
- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
- Maintains safe work environment.
- Maintains a professional appearance.
- Other tasks as assigned.
Marginal Duties
· Maintain strong working relationship with all Departments and Managers.
Supervisory Responsibilities
· Manage performance of entire Service team including Service advisors, Shop Foreman, Technicians, BDC Personnel, Shuttle Drivers, Detail Personnel, and Porter team.
· Manage Personnel Performance and Coaching within Service Department.
· Must possess exemplary communication skills, and ability to develop and implement the process, along with a proactive leadership approach is required
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Education and/or Experience
- Bachelor’s degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
- Two to four years related experience and/or training.
- Four to ten years related experience and/or training; or equivalent combination of education and experience.
Language Skills
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
- Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
- Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups and/or boards of directors.
Mathematical Skills
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
- Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
Reasoning Ability
- Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
- Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Work Environment
Mercedes-Benz of Eugene is a close-knit Company. Our employees work and often play together. We are involved in our community and encourage participation when a need is discovered.
Requirements
Manufacturer Training
State Emission Certification
State Vehicle Inspector Certification
Valid Driver’s License
Pass a required Drug Screening
Must have relevant Automotive Management Experience
Submit a Full Resume (No phone calls please) with references.
Mercedes-Benz of Eugene
2200 MLK JR Blvd
Eugene, Oregon 97401
Job Type: Full-time
Pay: $108,000.00 – $144,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Eugene, OR 97401: Reliably commute or planning to relocate before starting work (Required)
License/Certification:
- Driver’s License (Required)
Work Location: One location
