Service Manager

About the role

The Service Manager ensures 100% customer satisfaction by running an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records. This individual is responsible for hiring, training and developing all service personnel, and for planning, organizing, leading and controlling the flow of service work in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.

Responsibilities

• Forecast goals and objectives for the department and strive to meet them.
• Hire, train, motivate, counsel and monitor the performance of all service department staff.
• Maintain reporting systems required by the President, General Manager and the manufacturer.
• Administer, track and follow‑up on warranty, receivables and service contracts.
• Monitor and control department performance using reports, tracking systems and surveys.
• Develop staff by setting performance expectations, identifying development needs, coaching and mentoring.
• Stay current with and comply with federal, state and local regulations affecting service operations (e.g., hazardous waste disposal, OSHA Right‑to‑Know).
• Inspect and maintain cleanliness, organization and appearance of all service areas in accordance with OSHA laws.
• Ensure compliance with manufacturer warranty and policy procedures; account for all documents.
• Monitor technicians' daily productivity reports and corresponding payroll records.
• Follow up on parts orders with the Parts Manager to ensure availability.
• Initial repair orders before submitting to the warranty department, monitoring sales and hours relative to expectations.
• Inform repair technicians of time allowances on each repair order.
• Prepare pricing guides and maintenance menus for frequent labor operations.
• Handle customer complaints immediately and according to company guidelines.
• Schedule shop work to maximize productivity in line with company policy and technician skill levels.
• Prioritize and control all comebacks to ensure proper and prompt attention.
• Ensure proper repair order documentation (complaint, cause, correction, punch time for each operation).
• Review job status frequently, log changes and report any time or cost estimate adjustments to the service advisor or customer.
• Develop and implement a marketing plan that promotes new and repeat business.
• Facilitate and conduct technical training; send employees to appropriate training schools as needed.
• Serve as liaison with factory representatives.
• Assist with safety, housekeeping and OSHA Right‑to‑Know policies and procedures throughout the service department.
• Ensure all service personnel meet and maintain minimum factory training requirements.
• Attend manager meetings and other meetings as requested by the President and General Manager.
• Perform all other duties as assigned.

Qualifications

• Minimum five years of experience in an auto repair facility.
• Minimum two years of management experience.
• Industry knowledge of overall operations and management.
• Proven track record of exceeding customer expectations and financial projections.
• Exceptional leadership, team‑building and communication skills.
• Strong organizational skills and work ethic.
• Strong computer aptitude, especially with company management systems and Microsoft Excel.
• Knowledge of principles and processes for providing customer service, including needs assessment, quality standards and satisfaction evaluation.
• Ability to establish productive, cooperative relationships with the public, vendors and employees.
• Willingness to travel to other company locations and attend manufacturer training courses.
• Valid driver’s license and ability to operate manual‑transmission vehicles.
• Professional appearance and manner consistent with company culture.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Supplemental Benefit Insurance (including Life Insurance, Short‑ and Long‑Term Disability Insurance, Accident Insurance, and more)
• 401(k) Retirement Plan
• Paid Time Off
• Paid Holidays
• Employee Discounts
• Employee Referral Program
• Continued training through the company and the manufacturer