Service Manager

February 18, 2020


Job Description

Department: Service

Reports To: President

Job Summary:

Oversee the daily operations of the service division to ensure customer satisfaction and division profitability. 

Primary Responsibilities:

  • Oversee day-to-day operations
  • Oversee all warranty claims, payments and service for customers
  • Monitor customer retention and relations
  • Inform service department employees of company policies/procedures
  • Produce monthly divisional reports in a timely fashion
  • Hire and train new service personnel with the support and assistance of human resources
  • Conduct annual employee performance evaluations
  • Survey customers on performance of service department
  • Support and promote our corporate culture, business ethics, and values
  • Be professional in appearance, language, knowledge, demeanor and actions
  • Adhere to all company policies
  • Communicate, disseminate and mandate company policies and procedures
  • Promote a culture of teamwork divisionally and corporate-wide
  • Work with human resources to ensure division’s organizational chart, compensation (salaries, incentives and bonuses) are in accordance with market
  • Mentor staff and aid with career development

Job Requirements

  • Operate with a profit at year-end.
  • Reduce warranty claims to less than 10%
  • Oversee budgeted sales for relines and related products
  • Have a working knowledge of: Financial Statements, Budget Performance, Cost Management, Ratio Analysis
  • Accuracy/appearance/performance of Service division
  • Departmental growth
  • Contribution to team effort
  • Leadership and supervising of team
  • Communication skills with staff and customers
  • Customer service management skills