Service Manager

Job Description:

Job Title: Service Manager

Location: Houston, TX

Pay Range: $85,000.00 - $90,000.00

Come join our experienced Service department and be a part of a culture that is compassionate, family-oriented, and truly believes in going the extra mile for our customers. By providing excellent customer service and trustworthy vehicles, we take pride in helping our customers live more fulfilling and independent lives! Health care, paid time off, dental, vision, and a matching 401K.

We are looking for a Service Manager who will be responsible for overseeing and coordinating the work of the Service Technicians, while ensuring that customers are being provided with excellent customer service. This position leads a profitable and productive Service department through effective scheduling, inventory management, conducting quality assurance inspections, and creating memorable experiences for customers that results in lasting customer satisfaction and retention.

The ideal person must be willing to wear multiple hats and have the ability to remain levelheaded while juggling a variety of tasks throughout their day, many of which are not planned. Success in this role comes from being compassionate, an excellent communicator, and an organized manager that knows how to make their customers and employees feel heard, valued, and respected.

Keep reading IF:

YOU HAVE STRONG COACHING AND PEOPLE MANAGEMENT SKILLS - You seek to understand your team members strengths, areas of opportunity, and what motivates them to continuously learn and improve themselves. You communicate goals, priorities, and expectations to all team members and display strong inter-office communication skills and maintain open channels of communication with everyone.

YOU ARE COMPASSIONATE AND CUSTOMER SERVICE ORIENTED - You understand that Arch’s number one expectation is customer satisfaction, and that customer retention drives the success and growth of our stores and the business. You always goes above and beyond to make customers feel welcomed, valued, and taken care of.

YOU ARE AN ORGANIZED AND AGILE MULTI-TASKER -You know how to create a system to keep track of the different tasks and work that needs to accomplished throughout your day. You’re capable of efficiently planning schedules for yourself and your team and can pivot and shift as unexpected things arise. You can reprioritize your workflow, juggle different and urgent tasks by order of importance.

ESSENTIAL DUTIES MAY INCLUDE:

In the first 30-60 days and ongoing:

• Begins to learn Arch’s mission, goals, department structure within the store, customer base, manufacturer base, and industry terminology.
• Meets and develops rapport with the General Manager, Service team, Sales team, administrative staff and all other team members. Learns how each department works with and supports each other.
• Shadows another top performing Service Manager & the Service Technicians to learn their current processes for servicing vehicles, performing installations, & the amount of time it takes for different jobs.
• Demonstrates strong customer service, conflict resolution skills, & the ability to deal with challenging customers.

Within the 3rd month mark and ongoing:

• Is fully immersed in the workflow, displays a positive attitude and demonstrates a full understanding of Arch’s services, and the different roles within each department and how they work together.
• Manages and maintains an optimal schedule for the Service Technicians and can shift different activities to increase productivity and quality of servicing, installations, and repairs.
• Through efficient scheduling and inventory management, the service department is meeting a minimum of 75-80% of their productivity and efficiency goals. Orders parts daily, conducting a cycle count each month to ensure proper balance of parts needed and used.

Within the 6th month mark and ongoing:

• Demonstrates strong quality inspection skills and ensures that vehicles are being serviced on time, with quality and confirms that vehicle installations and repairs are built properly.
• · Establishes a mid-year performance review with all service technicians and other assigned staff. Acknowledges team members accomplishments, helps them identify areas for improvement, and creates a plan to help them achieve their SMART goals.
• Through efficient scheduling & inventory management, 90-100% of the service department productivity & efficiency goals are being met with approximately 15-30 vehicles worked on per week.
• Through proper scheduling and partnership with the sales team on incoming new sales, the Service Technicians average ~120 hours billable hours a month.

Within the 9th -12th month mark and ongoing:

• Helps hire and train new Service Technicians and administrative staff on Arch’s processes and procedures for servicing vehicles, installing products, and scheduling.
• Reviews sales reports and an annual inventory report. Utilizes these reports to make decisions for ordering more or less of particular inventory parts that yield maximum productivity and revenue.
• Consistently displays strong conflict resolution, scheduling, inventory management, billing, & administrative skills, that lead to increased billable hours, sales, & strong customer satisfaction index ratings.

EDUCATION, SKILLS & EXPERIENCE:

• 3+ years of automotive service experience, within a dealership, or service department required
• 2+ years of experience managing and directing a team of 2 or more required
• Demonstrated customer service skills with the ability to respectfully communicate with a wide range of people from different background over the phone and in person required
• Highly proficient with computer skills working with various programs including MS Suite, Word, Excel required
• Experience with CRM and DMS systems preferred
• Proven ability to manage and reprioritize a constantly changing schedule and tasks required
• Experience within the mobility industry and knowledge of different needs of the physically disabled community a plus
• A bachelor’s degree in Automotive Technology, Business Management, or a related field a plus

Work Environment:

• Willingness to work indoors in a well vented and well lighted repair shop
• Comfortability working in a shop that at times is noisy due to power and machine equipment
• Comfortability working with dirty, greasy parts and working in awkward positions
• Ability to move heavy parts/machinery up to 30 pounds

BENEFITS:

• Base pay, with variable compensation plan
• Health Insurance, including dental and vision.
• Health Savings or Flexible Spending Accounts
• 401(k) with employer match
• Vacation
• Paid Holidays

WHO WE ARE:

Arch is a privately owned and operated company that has been providing accessible vehicles to the physically disabled community since 1997. Arch’s experienced team, above all, values their customers and employees.

While our stores are fast paced, we heavily emphasize patience and understanding to meet the right needs for our customers. Our team members work hard and aim to provide customers with dependable vehicles of the highest quality. Our goal is to ensure excellent customer service and deliver trustworthy vehicles that give individuals and families the support and independence they desire with their vehicle.

BraunAbility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.