Land Administration Manager jobs in Maryland

Independent Land Rover Specialists is looking for “A” players! We are growing, and are looking for top level talent to join our team. High on our list is a Service Advisor that shows the potential of becoming a Service Manager when given the opportunity. Is that you? Check us out!

“At Independent we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by exhibiting our core values every day - Transparency, Community, Expertise, Passion and Results”

Position Summary

The Service Manager is responsible for all aspects of daily operations of the business including sales, technical productivity, inventory, staffing, training, and policy enforcement.

The Service Manager is responsible for fostering strong, community style relationships with our client base. They must maintain a level of production to ensure shop profitability. They are to monitor all sales & technical department workflow to ensure customer needs are met. They are responsible for hiring, training, motivating, counseling & monitoring the performance of all service department staff, and holding regular team meetings. The Service Manager will utilize available CRM programs to communicate with customers before, during and after their visit via email, text, and telephone calls to ensure they are comfortable and needs are met. The Service Manager is responsible for keeping proper inventory levels and organizing regular counts. The Service Manager also shares the responsibility of the Service Advisor, and able to assist in the daily sales operations of the business.

Ultimately, a successful Service Manager will accept ultimate responsibility for all aspects of daily operation, and maintain key performance indicators such as parts and labor margin %, car count and average repair order goals, effective labor rate and customer satisfaction goals.

About Us

At Independent Land Rover Specialists we provide our customers with an ownership experience that is unparalleled in service, expertise, and passion for the Land Rover lifestyle. We do this by honoring our core values throughout our customer interactions as well as our hiring process. We are transparent through everything, a community of enthusiasts, experts in our field, passionate about what we do, and provide quality & dependable results.

Objectives

• Maintains a professional appearance & positive attitude

• Performs opening and closing procedures

• Maintains clean & presentable parking lot, front office, customer area & restroom

• Holds daily/weekly/monthly/quarterly shop meetings with sales & production personnel

• Ensures that all customer communication (whether in person, by phone, or electronic) is professionally courteous and inviting

• Answers phone calls professionally and handles customer inquiries and complaints expeditiously and in an ethical manner

• Schedules service appointments and performs appointment confirmations

• Establishes and maintains good working relationships with customers to encourage repeat and referral business

• Communicates with customers through email and text messages. Utilizes CRM to establish and maintain 24-hour follow-up with all customers and confirm satisfaction with the service experience

• Ensures that all customers are greeted promptly, performs check-in & check-out process

• Builds estimates and reviews findings with customers.

• Coordinates with vendors for parts pricing, ordering and returns

• Monitors workload of sales, parts & maintenance personnel to ensure customer needs are met

• Informs repair technicians of time allowances on each repair order.

• Monitors workflow through the shop to ensure customer promise times and shop metrics are met

• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality

• Coordinates with other businesses to sublet services to meet customer needs

• Schedules next service or maintenance appointments at checkout, and records all declined and recommended services in POS

• Ensures inventory levels are stocked as necessary

• Ensures the proper care, storage and inventory of special tools, equipment and shop supplies

• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc

• Ensures hazardous materials are stored properly and disposed of when necessary following safety guidelines

• Keeps service department forms, menus and pricing guides up to date

• Monitors and ensures that all personnel are performing required duties

• Hires, trains, motivates, counsels & monitors the performance of all service department staff in conjunction with the General Manager

• Keeps track of all personnel attendance and time off

• Keeps track of all personnel parking usage and stipend amounts

• Files as needed

• Participates in all training programs that are made available

• Ensures all personnel are participating in all training programs that are made available

• Performing other tasks and errands related to the position as assigned by the Owner and/or General Manager

Competencies

• Ability to read, write, and interpret documents such as reports, safety rules, operating and maintenance instructions, business correspondence and procedure manuals

• Ability to speak effectively before groups of customers or employees of the organization

• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, rates, ratios, percentages, area, circumference and volume and interpret graphs

• Ability to apply common sense understanding to carry out detailed written, diagram, or oral instructions.

• Ability to use office tools and equipment such as computers, printers, telephones and any other general office equipment needed to perform daily operations

Education, Certifications & Experience

• Four or more years related experience and/or training; or equivalent combination of education and experience

• Valid government issued driver’s license

• ASE, Customer Service & Sales certifications preferred but not required

Physical Requirements

• Must be able to lift, pull or push heavy objects

• Must be able to endure prolonged periods of sitting or standing

Commitment to Diversity

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Independent Land Rover Specialists recognizes that a diverse staff, reflective of our community, is an integral part of a successful and ethical business. We hire talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates and partners.

Benefits

• $100k-$150k annually depending on performance & experience/skill level

• 6 major holidays paid per year

• 2-4 weeks of vacation/PTO depending on tenure

• 5 Day work week only, Monday through Friday 8am-5pm

• Group health insurance plan with $500 employer contribution per month

• Convenient work location off of Route 355, steps from North Bethesda metro station and minutes from Routes 495 & 270

• Fun & Friendly work environment, with supportive and encouraging management

• Opportunity to learn and grow, all have a chance to move up if willing to go for it!

If this position caught your eye, send us your resume! Already a candidate? Please connect directly with your recruiter to discuss this opportunity.

Job Type: Full-time

Pay: $100,000.00 - $150,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday
• No weekends

Shift:

• 8 hour shift

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Rockville, MD 20852 (Required)

Work Location: In person