Job Details

Service Manager

The Service Manager oversees the daily operations of the service department to ensure high-quality vehicle repairs, excellent customer service, and strong departmental performance. This role leads service advisors and technicians, manages workflow and scheduling, monitors productivity and quality, resolves customer concerns, and helps drive profitability while maintaining compliance with safety, environmental, and warranty standards.

Key Responsibilities

• Manage the daily operations of the service department, including workflow, staffing, and customer service
• Supervise, coach, and support service advisors, technicians, and porters based on Dealership standards
• Assist with quality assurance on all departing vehicles
• Prepare, schedule, review and attend Technician/Advisor monthly meetings with Director
• Assist Director with Marketing campaigns and Service Follow up.
• Review declined work with Advisors
• Review of MPI's with Technicians
• Support shop productivity and efficiency
• Provide coverage when Advisors or Service Director is absent
• Assist with daily dispatch workloads, and in Shop Foreman's absences
• Review repairs for accuracy, safety, and compliance with manufacturer and company standards
• Address escalated customer concerns and resolve service-related issues professionally and promptly
• Assist with hiring, onboarding, training, and performance management reporting of service department staff
• Develop processes and strategies to improve customer retention, department efficiency, and profitability
• Gather data, prepare, and attend weekly WIP meetings for All Brands with Director
• Compile Vin by Vin report weekly for Lamborghini, Compile VOR report weekly for McLaren
• Inspect and manage return visits, compiling data for Technician reviews, (prepare performance data, if applicable)
• Conduct monthly dice rolls, and audit ASR's to evaluate for manipulation
• Review all dispatched work daily to ensure all warranty jobs have a TR or job order created within twenty-four hours, and are answered within twenty-four hours
• Review ESC and VSP claims and assist with rejections and payment
• Audit time punches and flags with Warranty Clerks
• Audit Advisor stories on NFF/Rattle, and unusual customer complaints with Foreman

Qualifications

• Minimum 5 years of Automotive Service Management required
• Highline experience preferred
• Strong knowledge of automotive systems, repair processes, maintenance procedures, and warranty administration
• Proven ability to lead teams, manage workflow, and deliver excellent customer service
• Experience using service management, repair order, or dealership management software, specifically Reynolds and Reynolds
• Effective communication, problem-solving, organizational, and conflict-resolution skills
• Ability to analyze reports, monitor KPIs, and make operational improvements
• Valid driver's license and insurable driving record may be required

Preferred Skills

• Leadership and team development
• Customer relationship management
• Scheduling and workflow optimization
• Quality control and process improvement
• Knowledge of OEM standards and warranty practices
• Inventory and parts coordination
• Data analysis and performance reporting

Compensation and Benefits

• Health, Dental and Vision Insurance
• Life Insurance
• Paid Holidays
• Flexible Spending Accounts
• PTO and Sick Leave
• 401-K with company match

• Base salary of $90,000 plus commission, based on performance

Schedule

• Full Time
• Dealership Operating Hours: Monday through Friday, 8:00 AM to 5:00 PM and Saturday 10:00 AM to 5:00 PM

Work Location

• In Person