Honda Service Operations Manager

Compensation: $55,000-$80,000 annual salary

What You’ll Do: Display, merchandise, and promote services, manufacturer programs, and KPI Assist in ensuring that service department staff establishes and maintains good relationships with customers and to exceeds their expectations Assist Service Manager in performing daily, weekly, and monthly tracking of department sales and gross profit, customer effective labor rate, customer flat rate hours per R.O., and technician productivity Assist in Ensuring work RO’s get designated to the appropriate technician based on the technician’s capabilities (i.e., Lube Tech completes Lube work, Journeyman completes more complex diagnostic/repair work) Ability to provide answers to customers’ technical questions regarding vehicle needs and resolve customer complaints to meet customer satisfaction Ensure that the service drive, cashier lobby, and customer lounge areas are kept clean at all times Assist in filling in for service employees in the event of illness, training, or vacation Ensure that overall service department CSI is at or above nation and profitability goals are met Train and manage staff in company policies and ensure adherence to all company policies Motivate, counsel and monitor the performance of all department staff conducting disciplinary action or PIPs as needed and administer annual performance evaluations for staff with thoughtful feedback Appraise staff productivity and efficiency for the purpose of recommending promotions or other changes in status Complete employee terminations based on policy violations with HR approval Manage all staff pay rates and hours worked, schedules, time off, and other administrative duties Coordinate with the Recruiting Department to interview and hire department staff Ensure that any employee relations issues or concerns are addressed and escalated to HR when necessary Monitor and assist in the implementation of company initiatives and legal compliance measures and ensure the communication of company news on a regular basis Ensure Walser service processes and scripts are followed by employees Support the career and professional development of staff Lead by example and be an advocate for staff Ensure warranty repairs are carried out to the highest standards of quality possible to ensure customer satisfaction Responsible for checking, verifying, and processing vehicle warranty forms Record, check, and process all claim information in line with manufacturer conditions Process and reconcile claim settlement paperwork received from manufacturers and concessionaires Receive and reconcile payment summaries from concessionaires and record all under/overpayments, making enquiries and investigations as appropriate and recommending sums for write off Correct and resubmit rejected claims where it is felt that the claim is valid. Reporting on claims rejected for which a resubmission is not possible Ensure that correct charges are made as appropriate on goodwill claims Proactively investigate overdue claims and discuss issues raised with manufacturer/concessionaire representatives and fellow staff as appropriate Investigate and query unsettled and short paid claims, and assess their causes Help to ensure a customer-satisfying level of service in respect of warranty work performed Explain warranty conditions and procedures to internal customers to avoid misunderstanding and conflict Control all filing of claim paperwork to ensure a clear audit trail which can be clearly followed and proven to any manufacturer’s /concessionaire’s warranty auditor Book Warranty tickets when necessary (i.e. in Service Administrator’s absence) Close customer pay and internal repair orders when necessary Assist in end of day cashier close, cashiering customer and training cashiers when necessary 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 All other duties, tasks and/or projects as assigned Expected Direct Reports Service Administrator(s) Uphold Walser’s Core Values: Do The Right Thing, Lead By Example, Display Positive Energy, Be Open Minded

What You Bring: Must be at least 18 years of age Minimum one year service writing experience Must have strong data entry skills to enter information onto the computer and other warranty systems Ability to operate current computer software (Word, Excel, Manufacturer website, etc.) Excellent phone and computer skills (proficiency in Dealer Socket required) ADP experience highly desired A good understanding of automotive parts and cars is desired Ability to assess and report on warranty repairs Good interpersonal and communication skills Must be extremely detail oriented Must have a positive attitude and work well in a team environment Customer service mentality and professional demeanor Prior supervisory or management experience a plus Must have a valid driver’s license and acceptable driving record

What’s In It For You? Paid Time Off (PTO) – Take time to relax, spend with family, or enjoy personal time away Career Growth & Opportunity for Advancement We promote from within and provide clear career paths, mentorship, and opportunities to develop and grow your career. Fertility & Adoption Assistance: Receive up to $10,000 in financial assistance for fertility treatments and adoption expenses.

Comprehensive Health Benefits: Enjoy medical, dental, and vision coverage, plus access to HSA and FSA plans to help manage healthcare costs. Access to Blue Cross Blue Shield medical coverage and access to additional wellness benefits. Life Insurance & 401(k) with Employer Match: Plan for your future with company-paid life insurance and a 401(k) program that includes an employer match. Paid Clothing Program: Twice a year, choose from a hand-curated collection of branded Walser apparel—on us. Employee Discounts: Enjoy exclusive employee discounts across products and services. Employee Resource Groups: Connect, learn, and grow with our inclusive Employee Resource Groups, including Women of Walser, Drive with Pride, Asian Hmong Alliance, and Veterans at Walser. Community Involvement Make an impact through volunteer opportunities with the Walser Foundation, supporting local causes and giving back to the communities we serve. Employee Assistance Program (EAP) – Support for personal and professional challenges Referral Program – Earn referral bonuses for referring talented candidates   Apply today and help drive operational excellence at Walser Automotive Group!   Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Walser Automotive Group is an EOE/Veterans/Disabled/LGBTQ+ employer.