Automotive Service Manager - St Clair, Michigan, United States

About the role

As the Service Manager, you will lead the service department team, oversee customer service interactions, reports, and repairs. Your role is pivotal in ensuring excellent customer service and maintaining strong customer relationships.

Responsibilities

• Analyze processes regularly to ensure efficient and high-quality work.
• Increase service technician productivity levels.
• Provide excellent customer service for all external and internal customers.
• Assist technicians in completing service work in a timely fashion when needed.
• Manage the service department to ensure appropriate profit levels.
• Provide cost estimates for body damage and internal repairs.
• Manage and train service personnel to ensure they are adequately prepared and available for work.
• Delegate jobs to technicians based on skill level and effectively utilize resources.
• Become proficient with all phases of the computer system for parts and service management.
• Establish an efficient process with the parts manager to ensure smooth parts flow to technicians.
• Create and maintain processes for managing warranty, customer-paid, and internal repair orders.
• Ensure the department is kept clean, organized, and efficient.
• Use professionalism and concern to build trust with new customers.
• Give special attention to repeat repairs to ensure issues are corrected.
• Maintain expense and revenue goals as budgeted.
• Increase service work volume through effective technician and process management.
• Create promotional campaigns in cooperation with sales and parts departments.
• Establish and maintain service follow-up programs.
• Keep performance efficiency reports for service personnel and provide them to the General Manager as required.
• Stay updated on service department concerns through applicable training sessions.
• Create monthly and annual goals for the service department in cooperation with the general manager.

Requirements

• Devote yourself to ensuring customer satisfaction.
• Determine management, production, and quality requirements by asking questions and listening.
• Attend company meetings as required.
• Maintain a follow-up system to encourage follow-through on assigned projects.
• Set personal performance goals consistent with company standards and devise strategies to meet them.
• Review and analyze daily, weekly, monthly, and yearly actions to improve time utilization and planning.
• Understand business terminology and stay updated on technological changes in products and services.
• Know and comply with federal, state, and local requirements governing the company’s business.
• Follow lawful directions from supervisors.
• Understand and follow work rules and procedures.
• Participate in performance management.
• Interact positively with others and influence employee morale.
• Uphold the company’s non-disclosure and confidentiality policies.
• Work evenings, weekends, and holidays as required.

Qualifications

• Ability to read and comprehend instructions and information.
• Professional personal appearance.
• Excellent communication skills.
• Ability to meet the company’s production and quality standards.

Skills

• Strong leadership and team management.
• Customer service excellence.
• Process analysis and improvement.
• Proficiency with computer systems for parts and service management.
• Goal setting and performance tracking.

Benefits

• Competitive compensation.
• Employee referral program.
• Employee discounts on sales and service.
• Comprehensive benefits package (Medical, Dental, Vision, Employer-Paid Life/AD&D, Employee Assistance Program, Pet Insurance).
• Voluntary benefits (Flexible Spending Account, Life/AD&D, Short-Term and Long-Term Disability, Critical Illness, Accident Insurance, Legal & Identity Theft Protection).
• 401(k) with employer match.
• Holiday savings program with employer match.
• Paid time off.
• Holiday pay.

Physical Requirements

• Spend time indoors in air-conditioned areas.
• Regularly sit, stand, walk, bend, twist, stoop, kneel, and squat.
• Infrequently lift over 50 lbs.
• Regularly reach and lift overhead.
• Climb stairs.
• Regularly engage in repetitive hand/finger movements and grasping/grabbing.
• Infrequently push and pull.

About the Company

Founded in 1980 by Michael Sr. and Maureen LaFontaine, the award-winning and nationally-recognized LaFontaine Automotive Group includes 54 retail franchises, 9 collision centers, and 34 Michigan retail locations, employing nearly 2,500 individuals. The group’s mission is to personalize the automotive experience by building lifelong relationships that connect families and strengthen communities.

The LaFontaine commitment to customers, staff, and local communities is demonstrated through active participation and contributions to numerous non-profit organizations, educational institutions, and charities throughout southeast Michigan. The company represents brands such as Buick, Cadillac, Chevrolet, Chrysler, Dodge, Ford, Fiat, Genesis, Honda, Hyundai, Jeep, KIA, Lincoln, Mazda, RAM, Polestar, Subaru, Toyota, Volvo, and Volkswagen.

Core values include Accountability, Responsibility, Respect, Communication, Teamwork, and Passion.