Service Manager

Reports to VP of Operations

Responsible for:

• Training new Service Representatives
• Advising Service Representatives in diagnosis and repair of customer golf cars.
• Supervising appropriate reconditioning of used cars for resale.
• Quality control of repaired and reconditioned cars.
• Ensuring cars are serviced on a timely, responsive basis in the priority determined by management team (service manager is one person on team)
• Creating estimates for Customer repairs as needed
• Determining warranty support from manufacturers and communicating that to the customer
• Billing Service Orders to the appropriate accounts
• Maintaining and improving efficiency of the Service Representatives.
• Cleanliness and repair of the facility
• Staging work for service representatives
• Scheduling outbound service
• Creating service orders from customers via phone or in person at the shop
• Coordinate with logistics team to schedule cars inbound and outbound for service.
• Insure rental fleet is ready for rent
• Back up Parts Coordinator for Parts Sales and Parts Ordering as needed
• Communicating with management any issues with personnel that are beyond the day to day supervisor responsibility.
• Scheduling vacation days for direct reports
• Creating back up plans for common events, such as employee sick day, late rental order, rush job in service
• Scheduling maintenance and repair of Service Fleet vehicles
• Any other activity as directed by management.

 Measurements:

• Shop Efficiency (recovery rate) determined by dividing total hours of productive work done, less rework by total hours available.
• Customer Satisfaction determined by complements and complaints received from customers and results of after service surveys.  Customer Satisfaction Index based on number of internal warranty jobs completed.