SERVICE LANE MANAGER (Hilo)

SUMMARY

Service Lane Manager is responsible for all Service Lane operations exceeding companies, customer and OEM expectations and ensures that all policies and procedures are followed.  Resulting in increased sales, customer retention and growth.

Must have Automotive Experience, excellent customer service, and keen attention to detail.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

Works with Service Manager to ensure proper Service Lane Operation.

Following employees reports to Service Lane Manager.  All Service Advisers, Porters, Shuttle driver and detail personal.

Ensure that all service advisers are engaging in proper vehicle walk arounds on all vehicles notating all damages, educates customer on vehicle concerns including customer primary concerns and any other concerns that might be present during check in.    Proper walk around including the following:

  • Vehicle walk around and inspection for damage.
  • Checking for expired safety check and registration.
  • Exterior lights working properly
  • Tires and alignment condition
  • Dashboard for any warning lights.
  • Under hood fluid check along with hose, belts, battery, and Air Filter checks.
  • Test drive for any drivability or noise concerns.

Ensure that customer is greeted in a timely manner.

Process all internal vehicles.  Used vehicles, PDI, Transportation Damage and any sublets.

Review service contact and warranty claims for accuracy.  Assist with claims authorizations.

Works, trains, and develops service advisers.

Help prepare service est.

Ensure that service lot is cleaned, organized, and locked daily before leaving.

Hit penetration efforts for Drive Sure program.

Ensure that all repair orders are process correctly, and in a timely manner, including all support documentation required by dealership and OEM.

Vehicles are returned to customer cleaner then received.

Service Lane is clean and presentable for customers.

Looks into all customer complaints and see if resolution can be handled before escalating to service Manager.

Ensure that menu sales are being present properly: every service every time.

Assist Service adviser when presenting any repair or DG estimates.  (Close the sale)

Achieve departments forecast and key metrics.

Reports any comebacks to Service Manager and generates a CFR.

Strives for harmony and teamwork within the department and with all other departments. Assists in developing 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.

Assist Service Manager with initialing all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

Fills in for Service Manager or Service adviser when out on PTO, LOA or out sick.

Establishes and maintains good working relationships with customers to encourage repeat and referral business.

Ensures that the work areas and customer waiting area are kept clean.

Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.

Pay and Benefits: $3000.00 per month plus commission; Medical/dental/vision, 401K, Paid Time Off, Holiday

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