Purpose:

Manages Assistant Service Managers and Parts Sales Professionals for the location to maximize return on investment by optimizing Service and Parts processes to ensure internal and external customer satisfaction. Grows profitable service labor, part sales, and exercises disciplined expense control. Attracts, retains, and effectively engages department personnel.

Responsibilities:

1. Leads the execution of Aftermarket marketing plan and sales tactics, monitors regularly to ensure achievement of organizational goals
2. Develops, communicates, enforces, and monitors effective Service and Parts department processes to ensure internal and external customer satisfaction
3. Identify and drive continuous service and parts process improvements
4. Identify new opportunities and develop actionable plans to grow service and parts sales
5. Identify and improve operational effectiveness of facilities, mobile vehicles, other assets
6. Prepares and analyzes Service department reports; uses data to help drive improvement and growth
7. Manage recruiting, staffing, and employee development activities for Assistant Service Managers, Parts Sales Professionals and Techs
8. Resources for Assistant Service Managers and Parts Sales Professionals to help resolve work order issues and customer complaints
9. Proactively seek and participate in available company sponsored training, in an effort to develop and advance knowledge base and skill set
10. Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service
11. Ensure that the company’s reputation and image in the community is consistent with company Core Values
12. Responsible for delivering high level customer experience
13. Work extended hours and weekends as necessary
14. Manage parts reporting, daily, weekly and monthly tasks (return, packlist, OHNB, etc.)
15. Mange service reporting daily, weekly and monthly task (last punch, WIP, warranty parts, etc.)
16. Drive customer experience and profitability in the location’s aftermarket

Experience, Education, Skills, and Knowledge:

• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Minimum of three (3) years’ experience in Parts Department operations
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Excellent communication and interpersonal skills
• Basic understanding of financial principles relative to Parts Department operations
• Ability to analyze and interpret internal reports
• Ability to stand for long periods of time
• Works in a standard office environment, including consistently viewing a computer monitor and using keyboard/mouse
• Physical requirements include the ability to lift up to 75lbs. daily
• High School Diploma or equivalent
• Must carry a valid driver’s license