SERVICE TEAM LEADER FALLS chez RON MARHOFER AUTOMALL GROUP

Description

Job Description

Job Title: Service Manager

Employment Type: Full-Time

Job Category: Fixed Operations / Service Leadership

Location: Ron Marhofer Auto Family-Akron, Ohio

Reports To: General Manager / Fixed Operations Director

Company Overview

At The Ron Marhofer Auto Family, we have been proudly serving Northeast Ohio since 1919. As a family-owned dealership group, we are committed to delivering world-class experiences to our customers while upholding our six core values:

• World-Class Experience
• Commitment to Excellence
• Teamwork
• Trust & Respect for the Individual
• Continuous Improvement
• Approachability & Process Orientation

We believe our success begins with our people. Our service leaders play a critical role in driving operational excellence, coaching teams, and ensuring every guest interaction reflects our values and commitment to exceptional care.

Position Summary

The Service Manager is responsible for overseeing all aspects of the service department. This role requires a balance of operational leadership, customer relationship management, and team development. The Service Manager drives profitability, maintains compliance with dealership and factory standards, and ensures seamless guest experience. This leader will collaborate closely with advisors, technicians, and other department heads to achieve business objectives while fostering a culture of teamwork and continuous improvement.

Essential Duties & Responsibilities

• Lead, coach, and motivate service advisors, technicians, and support staff to achieve performance goals.
• Manage daily operations of the service department to ensure efficiency, quality, and profitability.
• Monitor department financial performance, including sales, gross profit, expenses, and net profit.
• Ensure elevated levels of customer satisfaction by addressing concerns quickly and professionally.
• Collaborate with the parts and body shop managers to ensure timely turnaround for repair jobs.
• Establish and maintain service processes, workflows, and performance metrics.
• Oversee compliance with manufacturer requirements, dealership policies, and regulatory guidelines.
• Develop and implement strategies for continuous improvement in efficiency, CSI (Customer Satisfaction Index), and profitability.
• Manage escalated customer complaints and resolve issues with fairness and professionalism.
• Maintain proper staffing levels through effective hiring, training, and retention efforts.
• Lead weekly service department meetings and participate in dealership manager meetings.
• Ensure safety, cleanliness, and organization of the service department and shop areas.

Marginal Duties

• Stay current with manufacturer programs, bulletins, and industry best practices.
• Participate in dealership and manufacturer-sponsored leadership training.
• Support dealership events and customer engagement initiatives.
• Monitor shop equipment and recommend replacements or upgrades when needed.

Qualifications

Certifications, Licenses & Registrations

• Valid driver's license meeting dealership insurability requirements.
• Manufacturer certifications as required (preferred).
• ASE Master Certification (preferred but not required).

         Physical Demands

• Ability to stand, walk, and move through service areas for extended periods.
• Must occasionally lift to forty pounds.
• Ability to operate a wide variety of vehicles safely, including manual and automatic transmissions.

       Competency

• Leadership & Coaching: Strong ability to inspire, mentor, and hold staff accountable.
• Customer Focus: Dedicated to delivering world-class service experiences.
• Business Acumen: Skilled in analyzing departmental performance, financials, and KPls.
• Problem Solving: Quick to identify issues and implement effective solutions.
• Collaboration: Works effectively with all departments to achieve dealership goals.
• Process Orientation: Ability to create, enforce, and refine efficient service processes.