Service Manager
Job Description
Job Description
We are looking for a Service Manager to lead and oversee the service operations within our organization in Hingham, Massachusetts. This role involves ensuring exceptional customer service, managing service department functions, and fostering attentive relationships with customers and team members. The ideal candidate will possess strong leadership skills, operational expertise, and a commitment to maintaining high ethical standards.
Responsibilities:• Develop and execute annual and monthly business plans and budgets for the service department.
• Build and maintain warranty service partnerships with manufacturers and third-party administrators, while overseeing the warranty claims process.
• Design and implement strategies to promote services within the company's market area.
• Establish competitive service rates, salaries, incentives, and internal billing structures that align with financial goals.
• Manage parts inventory systems to optimize gross margin returns while ensuring customer satisfaction.
• Oversee call handling, routing, and dispatching systems to ensure efficient service delivery.
• Procure and maintain tools, vehicles, and equipment essential for service operations, ensuring their security and upkeep.
• Create and enforce customer service policies that align with the company’s mission and values.
• Recruit, train, and supervise service technicians and other team members, ensuring compliance with company policies and promoting accessory and service agreement sales.
• Address customer inquiries, complaints, and concerns in a considerate and courteous manner to ensure satisfaction.• At least three years of experience in service management or a related role.
• Proven ability to develop and manage budgets and business plans.
• Strong knowledge of warranty claims processes and service operations.
• Experience in managing inventory systems and optimizing gross margins.
• Excellent leadership and team management skills, including training and supervision.
• Ability to handle customer concerns professionally and maintain high satisfaction levels.
• Familiarity with tools, vehicles, and equipment maintenance.
• All candidates are required to complete relevant pre-employment screenings.
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