Job Title: Service Director
Reports To: CEO, Service Operations Director
Job Status: Full-time, Exempt
Department: Service
Job Summary: The Service Director at Bomnin Automotive is a senior leadership role responsible for setting the strategic direction of the service department. This role encompasses oversight of all service operations, ensuring that customer satisfaction is maximized, departmental goals are met, and financial objectives are achieved. The Service Director must demonstrate exceptional leadership, strategic thinking, and extensive knowledge of automotive service management.
Key Responsibilities:
1. Strategic Planning and Execution:
- Develop and implement long-term strategic plans for the service department.
- Set performance goals and objectives aligned with the company?s mission and vision.
- Monitor industry trends and adjust strategies to maintain competitive advantage.
2. Leadership and Management:
- Lead and motivate the service management team, including Service Managers and support staff.
- Foster a culture of excellence, accountability, and continuous improvement.
- Ensure effective communication and collaboration within the department and with other departments.
3. Customer Experience:
- Design and implement strategies to enhance the customer service experience.
- Address high-level customer concerns and implement solutions to improve satisfaction.
- Monitor customer feedback and implement changes to improve service quality.
- Ensure the Customer Satisfaction Index is above the region.
4. Financial Performance:
- Develop and manage the service department?s budget, ensuring financial targets are met.
- Analyze financial reports and identify areas for cost reduction and revenue enhancement.
- Oversee pricing strategies and promotional activities to maximize profitability.
5. Operational Excellence:
- Ensure the efficient and effective operation of the service department.
- Implement and monitor key performance indicators (KPIs) to track departmental performance.
- Optimize processes and systems to improve efficiency and service quality.
- Maintain an accurate work in process versus open repair orders.
6. Compliance and Safety:
- Ensure the department complies with all relevant laws, regulations, and safety standards.
- Promote a culture of safety and ensure adherence to safety protocols.
- Participate in quarterly environmental and safety compliance audits walk through.
- Conduct regular audits and reviews to ensure compliance and continuous improvement.
- Maintain a clean and organized service department including the shop, parking, and customer service areas.
7. Talent Development:
- Identify talent needs and oversee the recruitment, training, and development of service department personnel.
- Implement professional development programs to enhance the skills and capabilities of the team.
- Conduct performance evaluations and provide feedback to drive employee growth.
8. Vendor and Partner Relations:
- Manage relationships with key vendors and service partners.
- Negotiate contracts and agreements to ensure favorable terms and conditions.
- Collaborate with vendors to improve service offerings and address any issues.
9. Warranty & Extended Warranty Administration:
- Oversee warranty claim submissions and ensure timely reimbursement.
- Maintain accurate warranty records and documentation.
- Implement processes to manage warranty repairs and customer follow-ups efficiently.
- Periodically spot check vehicles to verify compliance with manufacturer?s policy and procedures including extended warranties.