Service Manager - Toyota

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Date: 30 Dec 2024

Location: Tamuning, United States

Company: inchcape

SUMMARY

The Toyota Service Manager is responsible and accountable for providing clear direction to run an efficient, profitable and professional operation.  In addition, the Service Manager must ensure that an optimal customer experience is provided.

 

ESSENTIAL DUTIES

 

PEOPLE

  • Engages and motivates the team to achieve key goals, performance expectations and AK Inchcape best practices.
  • Attracts, develops, and retains the very best talent for the business.
  • Manages and mentors staff, including recruiting / hiring / discipline / termination of all employees.
  • Coordinates and promotes ongoing training/education, both technical and non-technical.
  • Works on achieving Toyota’s requirement of certified technicians and service advisors.
  • Strives for harmony and teamwork within the department and with all other departments.
  • Ensures people are compliant with all applicable federal and state laws and all company policies that affect service department operations, such as hazardous waste disposal, OSHA right-to-understand, etc.

 

CUSTOMERS

  • Creates an exceptional customer experience to drive customer satisfaction and loyalty.
  • Handles customer complaints immediately and according to dealership's guidelines.
  • Establishes and maintains excellent working relationships with customers to encourage repeat and referral business.
  • Ensures that all customers are greeted and attended to promptly.
  • Ensures customers are given fair estimates on costs and time required for repairs and maintenance, in line with established estimating guide.
  • Ensures customer facing areas are retail-ready with proper displays and point-of-purchase information.

 

PARTNERS

  • Establishes and maintains good working relationships with Toyota OEM Brand Partner ensuring compliance with manufacturer warranty and policy procedures.
  • Works on achieving highest distinction of Toyota’s CDEA – Customer Delight Excellence Award.
  • Executes performance, monitors completion and achieves agreed completion rates of Toyota campaigns/recalls.
  • Ensures timely submission of NHTSA’s Quarterly EWR (Early Warning Reporting).
  • Works with Aftersales Director and Human Resources Director to establishe and maintain good working relationships with vocational and technical schools to enhance personnel recruitment activities.

 

PERFORMACE

  • Forecasts goals and objectives for the department and strives to meet or targeted performance.
  • Analyzes and determines any shortfalls and develop action plans to improve performance to achieve goals & objectives.
  • Monitors and drives technicians’ productivity.
  • Monitors and follows up on parts orders to ensure timely availability.
  • Drives a highly efficient and productive operation to get customers in an out quickly while ensuring our “fix it right the first time” brand promise is upheld.
  • Conducts periodic spot checks of completed jobs for thoroughness and quality.
  • Assures proper repair-order flow/maximize productivity.
  • Reviews and maintains an up-to-date WIP (work in progress) report of all repair orders & vehicles in the shop, ensuring timely release of vehicles and closure of RO’s.
  • Reviews and works with assigned staff on charge customer receivables ensuring timely collection.
  • Monitors and controls all warranty activity to ensure compliance with policies and that procedures are followed correctly & accurately.
  • Compiles and analyzes monthly management reports.
  • Maintains controls of operating department cost and budget.
  • Develops and coordinates a marketing plan which promotes new and repeat business.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Ensures proper care, storage, maintenance and inventory of tools & equipment.
  • Understands, keeps abreast of, and complies with federal and local regulations that affect service operations such as hazardous waste disposal, OSHA Right-Know, etc.
  • Ensures work areas and customer waiting areas are kept safe, clean and orderly.
  • Maintains safe work environment

 

 

QUALIFICATIONS
  • Education
    • High school diploma or equivalent
  • Experience
    • 5 years management experience in automotive industry
  • Licensure
    • Valid Guam Driver’s License

 

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Knowledge
    • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
    • Speaking — Talking to others to convey information effectively.

 

  • Skills
    • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
    • Speaking — Talking to others to convey information effectively.
  • Abilities
    • Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
    • Speaking — Talking to others to convey information effectively.

 

 

HEALTH, SAFETY, AND ENVIRONMENT (HSE) ACCOUNTABILITIES
  • Responsibilities
    • Follow standard safe work procedures
    • Identify and report hazards and environmental aspects
    • Follow reasonable instructions
    • Act responsibly for the safety of self and others
    • Participate in HSE improvement activities
    • Wear designated personal protective equipment
    • Ensure tools are in a safe condition before use
    • Adhere to site safety rules
    • Respond to spills or environmental incidents immediately
  • Key Activities
    • Report all unsafe situations immediately to supervisor/manager
    • Take corrective action within own ability and report to supervisor/manager
    • Report all injuries, near hits, and plant or equipment damage
    • Support fellow employees
    • Support HSE committees
    • Ask about and keep informed of workplace hazards
    • Attend training as requested
  • Accountability Measures
    • Process supervision
    • Current knowledge of HSE committee and discussions

 

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The physical requirements of this position involve Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
  • The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The worker is subject to both environmental conditions: Activities occur inside and outside.

 

SUPERVISORY RESPONSIBILITY

This position has direct supervisory responsibility

 

 

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time, with or without notice.