Hybrid Walser Toyota Bloomington - Service Operations Manager na Walser Automotive Group

4 day work week!

Schedule: Monday, Tuesday, Friday, Saturday 

Reports to: Service Manager 

Direct Reports to this Position: Service Advisor/s and Service Runners 

•        Manage a team of Service Advisors and Service Runners to enhance Walser’s service drive process
•        Daily 1:1 Service Advisor and Service Runner training/coaching
  • Focus on customer experience and creating efficiency for our guests
•        Assign repair orders to your team by skill level as part of the preparation/and or preplanning process
•        Provide service drive support during customer touchpoints to develop underperforming team members.
•       Work with team to troubleshoot inefficiencies and solve for process breakdowns.  
•        Daily reporting of team’s performance with appropriate coaching and documentation as required.
  • This includes all performance standards as well as attendance, scheduling, time off and payroll. 
• Ongoing staffing (both internal/external) of any vacancies on the team, by screening, interviewing, and selecting the best talent for your team.  
• Assist the team and total shop with any customer relations concerns, shoulder to shoulder support when required to prevent any escalations

• Coverage for other Service drive management as needed to ensure no team of Service Advisors is left without support.   
• Work with team Service Runner staff to ensure customer vehicles are moving safely and efficiently
• Ensure the team understands store, team and personal performance metrics and goals. Communicate in your team daily huddle.

o    Hours sold by service advisor 

o    Hours sold total team/shop 

o    CSI 

•  Ensure Service Advisors are using all the tools available to them and provide coaching and troubleshooting where necessary Ex Tekion, Tekion Video, Workflow, True video etc.
•        Always follow company rules for safeguarding customer information
•        Ensure Walser service processes and scripts are followed by employees
•        Lead by example and be an advocate for staff
•        Must wear safety eyewear at all times when in dealership service departments
•        Must wear hard-toed shoes and slip resistant footwear in when in dealership service departments
•        Embrace and exhibit Walser CORE values
•        All other duties, tasks and/or projects as assigned

We're Looking For:

•        Proven success in Service Advisor role
•        Desire and ability to coach and improve the performance of a team
•        Demonstrated ability to multi-task, handle frequent interruptions and shifting priorities
•        Demonstrated strong and effective oral and written communication skills
•        Must have excellent customer service skills
•        Must have a positive attitude and work well in a team environment
•        Must have a valid driver’s license and acceptable driving record

Physical Demands 

•        Moving and walking around the dealership
•        Sitting, standing, reaching, bending, and lifting
•        Utilizing a computer for day-to-day tasks and electronic technology required by OEMs
•        Certain areas of the dealership environmental demands may include noise, vibration, paint, dust, exhaust fumes, other hazardous and non-hazardous materials, extreme heat and/or cold
•        Driving vehicles