eCommerce Sales Director jobs in Springfield, MA

Job Description

Service Manager

One of the largest retailers of new and used automobiles in New England is seeking to expand its team!  We have an immediate opportunity for an accomplished Service Manager capable of delivering the highest levels of customer satisfaction and operational excellence.

As a Service Manager with our organization:

• You develop and lead a high-performance team dedicated to providing exceptional customer service.
• You insist on individual accountability and generously reward superior results.
• You possess the ability to inspire your team to want to achieve their potential every single day.
• You strive to continually learn and be a member of a forward-thinking organization.
• You have an unwavering desire to be the best in everything you do.

Job Responsibilities:

• Coaching and Leadership
  • Oversees staffing levels and promotes associate engagement by recruiting, hiring, training, coaching, evaluating, motivating and rewarding Service Department personnel.
  • Communicates departmental and individual goals and objectives to ensure a mutual understanding of job expectations and requirements.
  • Pushes accountability through all levels of the department; addresses under-performers with urgency.
  • Knows the developmental needs of team members; makes training a priority.
  • Is always recruiting; attracting top talent to the dealership.
  • Supports fellow managers with solutions that benefit the entire dealership.
• Customer Satisfaction
  • Expects to lead in CSI performance and instills the same expectation in every team member.
  • Puts the customer experience at the forefront; does not allow it to be compromised by conflicting policies, pay plans or individuals.
  • Uses customer feedback to identify deficiencies and implement corrective actions.
• Operational Excellence
  • Builds the optimal shop structure and work distribution processes for maximizing Technician productivity.
  • Develops and trains Advisors to achieve the very best RO Quantity and Quality.
  • Designs and implements processes that are clear, sustainable and drive the desired outcomes.
  • Attacks areas of waste; keeps receivables, unapplied time and policy expense within guides.
  • Generates expected profits by controlling pricing, productivity, personnel expense and operating expense.
  • Ensures the department and personnel remain compliant with company, factory and government policy and regulations.

Responsible Performance Indicators:

• Customer satisfaction scores continually above OE targets.
• Labor gross margin > 75%.
• Department net profit > 20% of labor gross.
• Hours per Technician > 180 per month.
• Daily ROs per Advisors at 15-20 and $ per RO above $265.

Environmental & Physical Requirements:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk and hear. While performing the duties of this job, the employee may incidentally be required to stoop, kneel and crouch, lift weight or exert a force up to a maximum of 25 pounds
• A current valid driver’s license and insurability rating is required

Benefits Include:

• Health, dental, life and disability insurance
• 401(k) with company match
• Flexible spending accounts
• Paid Time-Off

Feel like this fits what you are looking for?  Please submit your resume for consideration and be assured your information will be held in strictest confidence.

Qualifications

Skills & Qualifications:

• Proven track record of success.
• 5 years of experience as a Service Advisor and/or Technician.
• 3 years of experience in a Service supervisory role.
• High School Diploma or equivalent; College degree is preferred.