Service Manager - Toyota

Location Hedge End / Hampshire Region Hampshire Category Toyota - Hedge End (STH) (Service) Vacancy Type Permanent/Full Time Salary £55,000 OTE Competitive Salary (uncapped) Job Summary

The Service Manager is an operational member of the Service Team and will report to the General Manager. The Service Manager will ensure the Department provides the best possible service to the customers and achieves agreed profits and retention levels. They will organise, direct, and control the activities of Service Department staff to achieve plans and minimum performance standard (MPS), ensuring optimum use of all materials, financial and personnel resources.

Snows is a large, family run, automotive group based in the South and South-West of England. Our business differentiates itself from our competitors by delivering outstanding experiences for our customers, colleagues and manufacturer partners. Customer experience and colleague happiness is at the heart of our business, and we ensure that this focus is applied to everything that we do.

• To develop Service Department plans and budgets to achieve agreed financial, marketing and sales targets.
• Describe and assess Service Department market potential and revenue forecasts.
• Develop operating expense, capital budgets and profit improvement targets.
• Agree plans and budgets (MPS) with the General Manager and inform Department staff to ensure maximum commitment and motivation.
• Develop and implement a Service Department marketing plan and devise an advertising and promotion budget.
• To utilise monthly management accounts system to monitor and control Department productivity and profitability.
• Conduct service campaigns and promotions in accordance with Dealership requirements.
• Ensure that a repair order system, reservation system, daily operating controls, Time Analysis and a customer file are maintained.
• Maintain and continuously evaluate management statistics, plans and MPS and provide information to Manufacturer when required.
• Establish and maintain the organisation and staffing levels for the Department including interviewing and selection as required and ensuring that employment policy is in line with existing legislation.
• Ensure that a programme of internal and external training is devised and implemented for each member of staff.
• Monitor operation of warranty and goodwill system and ensure that Manufacturer’s procedures are followed.
• Attend manufacturer’s conferences and seminars as required.
• To contribute to the development of all operating and administrative policies and procedures to ensure the achievement of all tasks smoothly and in a timely manner.
• Ensure Department provides the opening hours and level of Emergency Service as required by management.
• Ensure that Department offers the highest level of service to customers by continuously monitoring customer satisfaction.
• Deal with customers’ complaints personally where necessary and utilise a Service Department goodwill budget when appropriate.
• To complete Monthly Performance and Standards Assessment on Department in conjunction with General Manager.
• To ensure all staff conduct their work in a manner devoid of any working practice that may be hazardous to themselves or others, and all H&SE regulations are adhered to.
• To maintain indirect relationships with;
  Sales Manager, Parts staff, Management Accountant, and warranty staff, in order to facilitate the achievement of Dealership goals.
• All prices and discounts must be within policy agreed by General Manager, unless otherwise approved.
• Not to exceed budgeted expenditure and stock levels without justification and approval of the General Manager.
• It is the responsibility of the Service Manager to ensure that their immediate working environment is kept clean and devoid of any working practice which may be hazardous to either themselves or others.
• Protective clothing and equipment supplied by the Company will be worn or used as and when appropriate.
• Handling of waste products and hazardous materials must be carried out as per company policies and C.O.S.H.H. regulations.
• The Service Manager may also be asked from time to time to…