Jaguar Land Rover Service Director

Company: THE COLLECTION
Location: Key Biscayne
Posted on: June 19, 2022

Job Description:

At THE COLLECTION, we provide a level of professional service that truly sets us apart from the rest. Our employees are a valuable resource and an essential part of why we are able to provide our customers with the best. THE COLLECTION is not your typical dealership; we have an extraordinary elite team of employees and we are looking to grow that team with passionate, motivated people. If you have interest in working in a fast-paced, high-reward industry, you've come to the right place. There's plenty of room to grow at THE COLLECTION!

What We Offer

• Medical, Vision, and Dental Insurance
• Voluntary Hospital Indemnity, Accident and Critical Illness Insurance available
• 401k Plan
• Paid time off and vacation
• Work Perks: Employee of the Month, Birthday off, Milestone and Performance Rewards
• Training Opportunities
• Employee Vehicle Purchase Plans
• Employee Appreciation Events
• Discounts on products and servicesThe Service Director is responsible for the customer sensitive, efficient and profitable operation of the dealership's overall Service Department. He/she carries out this responsibility by building customer relationships, operating the Service Department at maximum production, creating a good work environment, and properly managing the assets of the department.
  
  Previous experience needed in the following areas:
  
  Customer Service
  • Train the service sales staff to promote customer satisfaction.
  • Train the service sales staff to tactfully handle customer inconveniences, misunderstandings, and complaints.
  • Ensure that common courtesy is shown to all customers by every service employee.
  • Ensure that customer inconveniences, complaints, and misunderstandings are dealt with fairly and quickly.
  • Handle customer complaints that demand management's attention tactfully, promptly, and with genuine concern for the customer's problems.
  • Ensure that every employee exhibits pride of workmanship.
  • Make every reasonable effort to make vehicle service a pleasant customer experience. Sales
    • Generate and continually strive to increase labor and parts sales.
    • Set individual and total department / shop gross profit objectives.
    • Hire and train Service Managers/Advisors.
    • Plan and execute an on-going service advertising program and processes.
    • Provide the material support necessary to sell service.
    • Maintain daily sales and production records as prescribed by dealer management.
    • Review the sales performance of the service salespeople and evaluate them on a regular basis.
    • Ensure that proper service sales techniques are being used. Production
      • Determine staffing requirements.
      • Hire and maintain a technical production staff that can perform all types of maintenance work and mechanical repair on the products the dealership sells.
      • Ensure that all the necessary shop equipment is in proper and safe working condition.
      • Obtain and maintain control on the special tools necessary for the repair and service of the vehicles the dealership sells.
      • Schedule training as necessary to properly repair and service all the vehicles the dealership sells.
      • Review flat rate flagging practices on a periodic basis.
      • Review production and output values for every technician. Technical
        • Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up-to-date, and properly maintained.
        • Review technical bulletins from the manufacturer and distribute them to the appropriate technicians.
        • Stay up to date on product changes and new products.
        • Ensure all diagnostic equipment is current and up to date. Financial
          • Understand and monitor the service section of the dealership's financial statement.
          • Create and control budgets for personnel and other expenses normally administered by service management.
          • Maintain support personnel staffing as needed.
          • Responsible to meet set sales, gross and net profit projections.
          • Assure proper repair order flow to satisfy manufacturer - dealer business office requirements.
          • Monitor the effective labor sales rate on a continuous basis.
          • Obtain competitive bids for all tools, equipment, sublet repairs, supplies etc.
          • See that the dealer receives full value for the time and materials purchased. Warranty
            • Know and understand all the manufacturer's warranty policies and procedures.
            • Administer proper and prompt warranty claims processing and sublet repairs, supplies, etc.
            • Monitor and control warranty claim receivables and credits.
            • Administer the correction, and promptly resubmit warranty claims rejected, denied, or returned by the manufacturer.
            • Ensure parts are received and returned as required.
            • Responsible for timely payments of claims and to reduce any aging items over 30 days. Personnel
              • Maintain a current Service Department organizational chart.
              • Up-grade and maintain employee morale by providing advancement opportunities and promoting from within whenever possible.
              • Train back-up personnel for every position in the Service Department.
              • Be firm but fair in all decisions and solve problems by taking positive action.
              • Strive in increase the production and earnings of every employee.
              • Maintain a personnel file on every service employee.
              • Ensure that all service employees arrive and depart work at established times and follow company policies.
              • Counsel Service employees who run afoul of instructions.
              • Report to upper management or Human Resources any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers.
              • Properly document employee behavior that may result in punitive actions such as termination.
              • Create a review with every service employee a written job description.
              • Conduct annual employee performance evaluations.
              • Assist all subordinate service management and sales personnel in all phases of their job descriptions when over-burdened or when sickness and/or other assesses occurs. Facility
                • Maintain a high level of shop cleanliness, equipment repairs, and general shop appearance of your assigned areas or brand(s).
                • Schedule preventive maintenance of shop equipment. Minimally annual.
                • Assign technicians and other service personnel to appropriate work areas.
                • Organize and maintain the proper use of the Service Department's designated parking and times.
                • Analyze and eliminate practices that waste supplies, utilities, space, and time.
                • Properly maintain service customer reception, parking, and waiting facilities.
                • Maintain adequate security of the Service Department, parking areas, and personnel.
                • Represent the dealership in cases of emergency involving the Service Department or as directed by management. Management Coordination
                  • Meet with the Service Director weekly and monthly to review current performance, set goals, future objectives, promotional activities, and discuss other critical departmental matters.
                  • Cooperate with all other dealership managers and, when necessary to resolve conflicts, request the involvement of the next higher dealer authority.
                  • Perform other specific assignments as directed by management.REQUIREMENTS
                    
                    • Good organizational skills and ability to manage multiple priorities.
                    • 3+ years relevant experience desired.
                    • Professional with great sales and customer service skills.
                    • Capable of making the best decision that will benefit the customer and the company.
                    • The drive to succeed in a fast-paced, high-volume environment.Physical Requirements: Regularly required to sit at a computer terminal for extended periods, use hands to operate a keyboard and telephone, ability to stand/walk as required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
                      
                      THE COLLECTION is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, work experience and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
                      
                      THE COLLECTION reserves the right to require candidates to submit to a background check and drug screen in consideration of obtaining employment to the extent permitted by law. Associated topics: administrative, administrative assistant, administrative coordinator, administrative officer, assistant, document, front office, operation, operational support, records management

Keywords: THE COLLECTION, Key Biscayne , Jaguar Land Rover Service Director, Executive , Key Biscayne, Florida