Service Manager

About the role

To plan, implement and maintain an effective work flow and processes to ensure all work is completed timely and accurately, according to the customers' expectations. To lead the Service Department in delivering a high standard of customer service at all times, and to be fully accountable for the department's operational, financial and people performance. To communicate and work closely with the Assistant Service Manager, Technicians and other departments to deliver quality repair and service on time, every time.

Key responsibilities

• Plan, organise and manage the day-to-day operations of the service department.
• Set, monitor and achieve key performance indicators (KPI), budgets and targets for the service.
• Ensure excellent results and achieve goals quarter after quarter, month after month, on all aspects of customers, people, operations, and financials.
• Oversees all aspects of customer care, work order and register management, facility maintenance, and merchandising activities.
• Take full ownership of customer satisfaction, including sales, inventory management, training and performance improvement for the department.
• Maintain accurate records for each repair performed by the service department.
• Provide leadership to support team members in meeting company goals.
• Monitors technicians' daily productivity.
• Monitors and follows up on parts orders with the parts manager to ensure availability.
• Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.

About us

JCG PROPERTY