Job Summary
The Service and Parts Manager is responsible for the overall leadership, profitability, and operational excellence of the service and parts departments. This role ensures seamless coordination between service operations and parts availability, maintaining high standards of customer satisfaction, employee performance, inventory accuracy, and departmental profitability. The manager will implement procedures and best practices to maximize technician efficiency, parts turnover, service revenue, and inventory control while fostering a customer-first culture.
Supervisory Responsibilities
- Directly supervise all service technicians, service advisors, parts personnel, and administrative support staff.
- Conduct regular performance reviews and provide coaching and corrective action when needed.
- Set and monitor performance benchmarks for individuals and departmental KPIs.
- Facilitate ongoing training and professional development for service and parts team members.
- Oversee scheduling, hiring, onboarding, and staff development across both departments.
- Enforce safety, compliance, and customer service policies.
Key Duties and Responsibilities
Service Department Management
- Plan, organize, and control the service department to ensure efficient and profitable operations.
- Review and manage open repair orders (ROs), ensuring proper documentation, technician assignments, and timely completions.
- Conduct quality control checks and verify that work meets internal standards and manufacturer guidelines.
- Monitor technician productivity and efficiency metrics; set goals and develop improvement strategies.
- Handle escalated customer concerns or complaints with professionalism and urgency.
- Schedule and manage all incoming service appointments and warranty repairs.
- Maintain service department equipment and ensure facility cleanliness and organization.
- Coordinate pre-delivery inspections, warranty repairs, and unit prep for sold inventory.
Parts Department Management
- Oversee day-to-day operations of the parts department, including inventory control, procurement, stocking, and parts distribution.
- Manage supplier relationships and negotiate pricing and delivery terms to ensure cost-effective purchasing.
- Maintain accurate inventory records and conduct regular cycle counts and physical inventories.
- Ensure parts are correctly matched to service needs, minimizing downtime and maximizing first-time fix rates.
- Process returns and warranties with vendors in a timely and accurate manner.
- Track and report on parts sales, inventory turnover, gross profit margins, and shrinkage.
- Support counter sales by assisting customers and technicians in identifying required parts and providing accurate information.
Customer Service and Retention
- Establish a customer service culture that prioritizes transparency, timeliness, and satisfaction.
- Review customer satisfaction index (CSI) reports and implement strategies for improvement.
- Manage post-service follow-ups, resolve service/parts-related disputes, and authorize goodwill gestures where appropriate.
- Build long-term relationships with customers, ensuring repeat business and positive reviews.
- Maintain an effective system for capturing customer feedback and responding promptly.
Financial Management
- Prepare and monitor monthly budgets for service and parts operations.
- Analyze departmental profit and loss statements, setting goals for gross profit, labor sales, and parts sales.
- Monitor expenses closely, including labor costs, equipment maintenance, and parts procurement.
- Implement upsell programs and promotional services to increase revenue.
- Work with the accounting team to ensure timely and accurate invoicing and vendor payments.
Operational and Administrative Oversight
- Develop standard operating procedures for service and parts workflow.
- Ensure compliance with all manufacturer policies, warranty claims, and dealership requirements.
- Maintain departmental records including RO logs, warranty claims, work orders, and inventory reports.
- Monitor and enforce workplace safety, OSHA compliance, and participate in safety committee meetings.
- Use dealership management systems (DMS) and other software tools for reporting and operations.
Public and Vendor Relations
- Maintain professional appearance of personnel and departments.
- Represent the dealership at industry events, manufacturer meetings, and in the local community.
- Build and maintain relationships with manufacturers, vendors, and third-party service providers.
- Manage vendor performance and evaluate new sourcing opportunities.
Professional Development
- Stay current with industry trends, technical updates, and service innovations.
- Participate in manufacturer, vendor, and industry-specific training programs.
- Encourage certification programs (e.g., RVTI/RVDA, ASE) for self and team.
- Cross-train service and parts team members for coverage and professional growth.
Required Skills and Competencies
- Exceptional leadership, team-building, and motivational skills.
- In-depth understanding of service and parts department functions in RV or automotive industries.
- Strong technical aptitude and ability to understand mechanical service operations.
- Excellent communication, negotiation, and interpersonal skills.
- Strong problem-solving skills and attention to detail.
- Analytical mindset with the ability to use KPIs and financial data to make strategic decisions.
- Ability to multitask in a fast-paced, deadline-driven environment.
- Proficiency with dealership management software (DMS), MS Office Suite, and CRM tools.
Education and Experience
- Minimum 3–5 years of supervisory experience in service and/or parts management.
- Experience in RV, automotive, heavy equipment, or similar industry preferred.
- Familiarity with warranty processing, manufacturer relations, and vendor negotiation.
- Certifications in service/parts management a plus.
Physical Requirements
- Prolonged periods of standing, walking, bending, and kneeling.
- Lifting and moving heavy items (up to 50 lbs) regularly.
- Use of ladders and working at heights may be required.
- Use of personal protective equipment (PPE) and safe shop practices is mandatory.
- Ability to work in varied environmental conditions (shop, outdoor lot, etc.).
Additional Notes
This job description is not all-inclusive. Additional duties, responsibilities, or activities may be assigned or changed at any time, with or without notice, to meet the needs of the company.