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Many dealerships regard the automotive service manager as an integral part of their business. They are the people responsible for acting as a go-between customers and service staff. They are also responsible for other duties within this department.
These managers hire for their department and must choose the most qualified person for the job. They are in charge of overseeing the employees to make sure they meet the dealership’s quality standards. They are directly responsible for teaching these to the employees. Evaluations of employees are also part of their job within their department.
They must set a business plan into place and enforce the goals so they are met. This makes them accountable for the budgeting of the department in making sure the labor costs are kept in check, inventory balances, and they suffer no additional costs by retaining employees. This also covers a marketing campaign plan to gain new customers, as well as keep the old – through coupons, merchandising and staffing needs.
They must stay current with the changes in the industry by attending classes, seminars, and reading literature. This also includes understanding and implementing any policy changes within the dealership, and offering suggestions for change to make the department run smoother. They must also be able to schedule classes for other employees and themselves when such are offered through the car manufacturer so everyone gets the most current information.
It is also the automotive service manager’s responsibility to stay on top of warranties and recalls offered by the manufacture. They will be required to send the warranty work in for payment and will be held accountable for write-offs to the department for failure to comply with the information. They also are the link between the factory representative and the dealership, and may be required to attend meetings and conferences to further this relationship.
The main duty of a manager is to handle customer complaints quickly and efficiently and maintain customer service and the department. They must create and act upon a plan to keep the customers coming back and must have a way to compromise to ensure customer satisfaction. Bringing in new customers is also a job duty, and they must make sure that the service will turn them into repeat customers.
The education for this position requires a bachelor’s degree in business administration or a complimentary technical field. You must have at least five years experience working in the industry, and many companies require an Automotive Service Excellence (ASE) certification. Some will allow work experience to compensate for the college education, where the candidate has many years of experience performing the duties.