What are the responsibilities and job description for the Walser Toyota Bloomington - Service Operations Manager position at Walser Automotive Group?
4 day work week!
Schedule: Monday, Tuesday, Friday, Saturday
Reports to: Service Manager
Direct Reports to this Position: Service Advisor/s and Service Runners
Come join our Walser family! Our company has been a pioneer in the automotive industry with over 65 years of service. We believe in Family, Career and Diversity. We show that through progressive, family-focused benefits and perks, compelling career paths, and a commitment to diversity, inclusion, and belonging.
How do our Service Ops Managers Drive Impact?
- Manage a team of Service Advisors and Service Runners to enhance Walser’s service drive process
- Daily 1:1 Service Advisor and Service Runner training/coaching
- Focus on customer experience and creating efficiency for our guests
- Assign repair orders to your team by skill level as part of the preparation/and or preplanning process
- Provide service drive support during customer touchpoints to develop underperforming team members.
- Work with team to troubleshoot inefficiencies and solve for process breakdowns.
- Daily reporting of team’s performance with appropriate coaching and documentation as required.
- This includes all performance standards as well as attendance, scheduling, time off and payroll.
- Ongoing staffing (both internal/external) of any vacancies on the team, by screening, interviewing, and selecting the best talent for your team.
- Assist the team and total shop with any customer relations concerns, shoulder to shoulder support when required to prevent any escalations
- Coverage for other Service drive management as needed to ensure no team of Service Advisors is left without support.
- Work with team Service Runner staff to ensure customer vehicles are moving safely and efficiently
- Ensure the team understands store, team and personal performance metrics and goals. Communicate in your team daily huddle.
o Hours sold by service advisor
o Hours sold total team/shop
o CSI
- Ensure Service Advisors are using all the tools available to them and provide coaching and troubleshooting where necessary Ex Tekion, Tekion Video, Workflow, True video etc.
- Always follow company rules for safeguarding customer information
- Ensure Walser service processes and scripts are followed by employees
- Lead by example and be an advocate for staff
- Must wear safety eyewear at all times when in dealership service departments
- Must wear hard-toed shoes and slip resistant footwear in when in dealership service departments
- Embrace and exhibit Walser CORE values
- All other duties, tasks and/or projects as assigned
We're Looking For:
- Proven success in Service Advisor role
- Desire and ability to coach and improve the performance of a team
- Demonstrated ability to multi-task, handle frequent interruptions and shifting priorities
- Demonstrated strong and effective oral and written communication skills
- Must have excellent customer service skills
- Must have a positive attitude and work well in a team environment
- Must have a valid driver’s license and acceptable driving record
Physical Demands
- Moving and walking around the dealership
- Sitting, standing, reaching, bending, and lifting
- Utilizing a computer for day-to-day tasks and electronic technology required by OEMs
- Certain areas of the dealership environmental demands may include noise, vibration, paint, dust, exhaust fumes, other hazardous and non-hazardous materials, extreme heat and/or cold
- Driving vehicles
What We Offer:
- Medical, Dental, Vision coverage & HSA/FSA
- Paid Parental Leave (Maternity, Paternity, Adoption)
- Adoption Assistance Program
- Life Insurance and 401K with Employer Match
- Pet insurance and Employee discounts
- Access to our Employee Resource Groups, such as: Women of Walser, Drive with Pride and Asian Hmong Alliance
- The opportunity to volunteer through the Walser Foundation - The Walser Foundation: Our Community Mission - YouTube
We proudly operate on a set of Core Values which drive our decisions and actions on a daily basis. They are:
Do The Right Thing – Nothing is worth compromising a relationship.
Lead By Example – Be willing to help no matter how difficult the challenge.
Display Positive Energy – A good attitude is highly contagious.
Be Open Minded – The only thing that is constant is change.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Walser Automotive Group is an EOE/Veterans/Disabled/LGBTQ employer.
