Customer Service Manager Jobs in Santa Rosa Beach, FL

Description

We are seeking an experienced, hands-on Service Manager who will work directly with our Service Director to help drive the continued growth and performance of our service operation.

The Service Director oversees the overall department, while this Service Manager will spend the majority of their time in the shop, working directly with technicians, team leaders, dispatch, advisors, and support staff to increase production and remove obstacles that keep the shop from reaching its full potential.

This is a highly involved operational leadership position for someone who knows how to move the needle on shop hours, technician productivity, efficiency, workflow, and technician development.

Your biggest responsibility will be helping us get the most production possible out of the shop while maintaining quality and developing our people.

We are looking for someone who understands how to:

• Increase total shop hours produced
• Maximize technician productivity and efficiency
• Improve technician utilization and available capacity
• Identify where hours are being lost throughout the day
• Improve dispatch and workflow
• Reduce bottlenecks between technicians, advisors, parts, and dispatch
• Increase hours per technician
• Improve stall utilization
• Identify underperforming technicians and develop improvement plans
• Recognize opportunities to increase Customer Pay, Warranty, and Internal production
• Help the department continue growing without sacrificing quality or customer experience

You should be someone who can walk through a shop, understand what is happening, recognize inefficiencies, and take action.

This is not an office-only management position.

We want someone who is visible and involved in the shop throughout the day.

You will work directly with technicians and shop leadership to:

• Monitor production throughout the day
• Keep technicians productive and work moving
• Address workflow issues before they become major problems
• Help technicians overcome roadblocks
• Make sure work is being dispatched appropriately
• Identify training needs
• Develop younger and less-experienced technicians
• Help experienced technicians become even more productive
• Maintain accountability for productivity, efficiency, attendance, quality, and performance
• Assist with difficult repairs or technical situations when necessary

The ideal candidate will be technically inclined with a strong understanding of automotive repair and diagnostics.

You do not need to turn wrenches every day, but you should understand the work well enough to earn the respect of the technicians and help develop them.

You should be comfortable:

• Discussing diagnostic processes with technicians
• Understanding technician skill levels
• Recognizing when a technician needs additional training
• Helping technicians improve repair processes and efficiency
• Understanding appropriate labor times
• Identifying when a difficult repair is affecting shop production
• Working with technicians, team leaders, and manufacturer resources to solve problems
• Helping build a stronger technician bench through training and development

We want a manager who can coach technicians from experience and knowledge, not simply manage them from a report.

The Service Manager will work closely with and report to the Service Director.

The Service Director will continue to oversee the overall service operation, including department strategy, financial performance, customer experience, staffing, and overall leadership.

The Service Manager will be a key operational partner responsible for helping execute that vision inside the shop every day.

You will help translate department goals into daily action by making sure the shop has the leadership, urgency, accountability, training, and processes necessary to hit those goals.

We are looking for someone with a proven dealership service background who understands the numbers behind a high-performing shop.

You should understand and be comfortable managing:

• Total hours produced
• Hours per technician
• Technician productivity
• Technician efficiency
• Technician proficiency
• Technician utilization
• Available shop capacity
• Effective labor rate
• Hours per repair order
• Customer Pay, Warranty, and Internal production
• Comebacks and quality control
• Technician staffing and skill mix

More importantly, you need to understand what actions actually cause those numbers to improve.

• Strong automotive dealership service experience
• Previous Service Manager, Shop Manager, Foreman, Fixed Operations, or similar leadership experience preferred
• Proven ability to increase technician/shop production
• Strong understanding of technician productivity and efficiency
• Strong automotive technical knowledge
• Experience coaching and developing technicians
• Strong leadership and accountability skills
• Ability to identify operational problems and implement solutions
• Strong communication skills
• Ability to work effectively with technicians, advisors, parts, and management
• Comfortable in a fast-paced, high-volume dealership environment

The right person is a shop leader and production driver.

You enjoy being in the shop.

You know your technicians.

You know who is producing and who has additional capacity.

You notice when a technician has been waiting too long for parts, approvals, dispatch, or assistance.

You recognize when a process is costing the department hours.

You know when someone needs training and are willing to help provide it.

You understand that adding technicians alone does not increase production - developing people, maximizing capacity, improving processes, and creating accountability does.

If you have a history of growing shop production and enjoy developing technicians and building high-performing service operations, we want to speak with you.

Requirements

We are seeking an experienced, hands-on Service Manager who will work directly with our Service Director to help drive the continued growth and performance of our service operation.

The Service Director oversees the overall department, while this Service Manager will spend the majority of their time in the shop, working directly with technicians, team leaders, dispatch, advisors, and support staff to increase production and remove obstacles that keep the shop from reaching its full potential.

This is a highly involved operational leadership position for someone who knows how to move the needle on shop hours, technician productivity, efficiency, workflow, and technician development.

Your biggest responsibility will be helping us get the most production possible out of the shop while maintaining quality and developing our people.

We are looking for someone who understands how to:

• Increase total shop hours produced
• Maximize technician productivity and efficiency
• Improve technician utilization and available capacity
• Identify where hours are being lost throughout the day
• Improve dispatch and workflow
• Reduce bottlenecks between technicians, advisors, parts, and dispatch
• Increase hours per technician
• Improve stall utilization
• Identify underperforming technicians and develop improvement plans
• Recognize opportunities to increase Customer Pay, Warranty, and Internal production
• Help the department continue growing without sacrificing quality or customer experience

You should be someone who can walk through a shop, understand what is happening, recognize inefficiencies, and take action.

This is not an office-only management position.

We want someone who is visible and involved in the shop throughout the day.

You will work directly with technicians and shop leadership to:

• Monitor production throughout the day
• Keep technicians productive and work moving
• Address workflow issues before they become major problems
• Help technicians overcome roadblocks
• Make sure work is being dispatched appropriately
• Identify training needs
• Develop younger and less-experienced technicians
• Help experienced technicians become even more productive
• Maintain accountability for productivity, efficiency, attendance, quality, and performance
• Assist with difficult repairs or technical situations when necessary

The ideal candidate will be technically inclined with a strong understanding of automotive repair and diagnostics.

You do not need to turn wrenches every day, but you should understand the work well enough to earn the respect of the technicians and help develop them.

You should be comfortable:

• Discussing diagnostic processes with technicians
• Understanding technician skill levels
• Recognizing when a technician needs additional training
• Helping technicians improve repair processes and efficiency
• Understanding appropriate labor times
• Identifying when a difficult repair is affecting shop production
• Working with technicians, team leaders, and manufacturer resources to solve problems
• Helping build a stronger technician bench through training and development

We want a manager who can coach technicians from experience and knowledge, not simply manage them from a report.

The Service Manager will work closely with and report to the Service Director.

The Service Director will continue to oversee the overall service operation, including department strategy, financial performance, customer experience, staffing, and overall leadership.

The Service Manager will be a key operational partner responsible for helping execute that vision inside the shop every day.

You will help translate department goals into daily action by making sure the shop has the leadership, urgency, accountability, training, and processes necessary to hit those goals.

We are looking for someone with a proven dealership service background who understands the numbers behind a high-performing shop.

You should understand and be comfortable managing:

• Total hours produced
• Hours per technician
• Technician productivity
• Technician efficiency
• Technician proficiency
• Technician utilization
• Available shop capacity
• Effective labor rate
• Hours per repair order
• Customer Pay, Warranty, and Internal production
• Comebacks and quality control
• Technician staffing and skill mix

More importantly, you need to understand what actions actually cause those numbers to improve.

• Strong automotive dealership service experience
• Previous Service Manager, Shop Manager, Foreman, Fixed Operations, or similar leadership experience preferred
• Proven ability to increase technician/shop production
• Strong understanding of technician productivity and efficiency
• Strong automotive technical knowledge
• Experience coaching and developing technicians
• Strong leadership and accountability skills
• Ability to identify operational problems and implement solutions
• Strong communication skills
• Ability to work effectively with technicians, advisors, parts, and management
• Comfortable in a fast-paced, high-volume dealership environment

The right person is a shop leader and production driver.

You enjoy being in the shop.

You know your technicians.

You know who is producing and who has additional capacity.

You notice when a technician has been waiting too long for parts, approvals, dispatch, or assistance.

You recognize when a process is costing the department hours.

You know when someone needs training and are willing to help provide it.

You understand that adding technicians alone does not increase production - developing people, maximizing capacity, improving processes, and creating accountability does.

If you have a history of growing shop production and enjoy developing technicians and building high-performing service operations, we want to speak with you.