BMW Service Manager

Role Purpose

Responsible for running an efficient and profitable service department.

Leadership

This position leads the service department.

Core Accountabilities

1. Financial:  Operate the department at the standards and metrics set by the Fixed Operations Director, ensuring maximum production while controlling costs.  Forecast goals and objectives yearly or as needed.  Attain top reward levels with any manufacturer performance bonuses that are offered.  Apply for yearly warranty labor rate increases if opportunity for a raise exists.  Keep all schedules and receivables current.
2. Employee:  Create an environment that encourages open dialogue and strong morale between yourself and your team and within your team.  Foster an atmosphere of learning, helpfulness and development within your team.  Keep employee turnover less than or equal to the standard established by your Fixed Operations Director.  Hold your team to the standards established and ensure they receive regular feedback and employ crucial conversations, to include written performance plans or disciplinary action when needed.
3. Manufacturer:  Maintain a strong and healthy relationship with the factory and its’ representatives.  Ensure training compliance, facility standards or any other requirements mandated by the factory.  Keep complete and accurate warranty paperwork documentation that meet all the requirements of the factory Warranty Policy and Procedures manual.
4. Customer:  Maintain manufacturer customer satisfaction scores or other related standards (ex. retention) at or above factory standards.  Be focused on social media responsiveness and the need for quick resolution to your customers concerns.  Google ratings or comparable social media standings must be kept at the levels dictated by your Fixed Operations Director.
5. Technology:  Embrace ALL of the technology at your disposal and ensure you have a complete understanding and working knowledge of them.  Hold your staff accountable on the utilization of the technologies and provide regular feedback and coaching to your team to ensure maximum effectiveness of your tools.  Proactively seek out and be aware of new technologies of interest and present them to your Fixed Operations Director.

Qualifications

Competencies and Qualifications

1. High School Diploma
2. 1-2 years’ experience in a customer service orientated environment preferred
3. Can adapt and embrace change with an internal and external customer centric mindset
4. Act as an advocate for teammates and have a strong commitment to technology advancement
5. Possesses effective communication skills: oral, written, listening.
6. Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers.