Service Manager

Turbo Tim’s mission is to offer exceptional service in order to help our customers feel safe on the road and comfortable in our shop. We strive to fulfill this mission, daily, through compassionate listening, attention to detail, and excellent communication for both our customers and internally among team members. And we gotta have fun!

The Service Manager is responsible for the shop overall. The service manager works with the service advisors to maintain a 5-star customer experience during phone calls, check-in, and the repair process. The service manager works closely with the technician foreman. Making sure that technicians have what they need to be successful.

Responsibilities:

• Collect all contact and referral information for every customer

• Send inspections and Estimates to customers. Sell work to set the example for Advisors

• Manage appointment schedule daily and weekly to maximize customer satisfaction

• Work to achieve 100% customer satisfaction

• Notify Owners/Director of a difficult or unsatisfied customer

• Make sure the loaner cars are maintained

• Handle any comeback or misdiagnosed situations as needed.

• Follow Warranty procedures using the proper spreadsheets

• Coordinate shuttling of customers to and from shop to meet their needs

• Set weekly, monthly and annual goals with service writers and fill out the proper spreadsheets

• Monitor daily, monthly, and annual GP numbers to meet targeted goals using the proper spreadsheets

• Work with Parts person to monitor and ensure tracking to ensure proper return and core credits.

• Work with the Office Manager/Controller to ensure no unauthorized charges or expenses occur – all expenditures require a receipt.

• Parking lot management – monitor front of building parking – relocate vehicles to maintain an open spot at all times for customers.

• Follow up on payments from 3rd parties such as insurance or extended warranties

• Make weekly bank deposits.

• Weekly reconciliation of cash drawer.

• Monitor facilities needs, notify the proper channels for work needed.

• Work with accountants to follow up on any requests.

• Write and track checks for accountants as needed.

• Weekly phone audits and note what phone call needed work in Google Form and how you handled it. This will help the Leadership team make better decisions.

• Work with the Director when doing Weekly RO audits and note what RO needed work in Google Forms and how you handled it.

• Monitor Snack/Lunch/Redbull budgets so they do not get out of hand.

• Assist in training in new hires and follow the training schedule.

Other:

• Attend training as directed and required

• Attend and participate in networking and company events

• Follow all company policies and procedures as outlined in handbook

Other duties as assigned. Management reserves the right to modify this job description as needed to fit company needs