Automotive Service Manager
About The Position
Knudtsen Foothills Mazda and Lincoln in Spokane, Washington, is hiring a Service Manager to lead, build, and grow its fixed operations team. This is a leadership-focused role responsible for developing technicians, holding the team accountable, and increasing the productivity of a well-equipped service shop. The Service Manager reports to the General Manager and is accountable for the service department’s people, customer experience, manufacturer standards, and profitability. The facility has 26 service bays, each with its own lift, and room to add technicians. The current team includes a Shop Foreman, Dispatcher, one A-level technician, three B-level technicians, one C-level technician, and three lube technicians. The manager will recruit to fill open bays and establish development paths that advance technicians from lube to C, C to B, and B to A levels. The position owns service department financial performance and operations, including staffing, technician and advisor pay plans, workflow, customer satisfaction, warranty and recall processes, parts coordination, and shop safety and compliance. Success measures include filling open bays, technician development and retention, repair-order performance, productivity, service gross profit, customer satisfaction, warranty claim quality, and reduced comebacks. Specific targets will be set with the General Manager during the first 30 days.
Requirements
- At least 3 years as a Service Manager, Assistant Service Manager, or Shop Foreman at a franchised new-car dealership.
- A proven record of leading and developing technicians, including examples of technicians trained and retained.
- Strong understanding of service department financials and key performance indicators, including labor gross, effective labor rate, hours per repair order, and productivity.
- Experience with a dealer management system such as CDK, Reynolds, Dealertrack, or similar, and with digital inspection tools.
- Working knowledge of manufacturer warranty policies and procedures.
- Calm, direct communication skills and the ability to handle difficult customers and staff conversations.
- Valid driver's license and an acceptable driving record.
Nice To Haves
- Mazda and/or Ford/Lincoln experience.
- Technician background and ASE certifications.
- Experience growing technician headcount in a competitive hiring market.
Responsibilities
- Lead the Shop Foreman, Dispatcher, service advisors, and technicians through clear expectations, daily presence on the shop floor, and consistent follow-up.
- Create and manage a written technician development path from lube technician to C-, B-, and A-level technician, including Mazda and Lincoln training schedules, certification targets, and timelines.
- Develop the three B-level technicians toward A-level and advance C-level and lube technicians to the next tier.
- Recruit technicians to fill open service bays through trade schools, manufacturer programs, referral networks, and job boards.
- Hold weekly one-on-ones and monthly performance reviews; coach underperformers and address issues directly and fairly.
- Partner with the Shop Foreman on quality control and comebacks, and with the Dispatcher on workflow and technician load balancing.
- Build a culture that supports technician retention through fair dispatching, recognition, and visible paths to higher pay.
- Model professionalism and integrity with customers, staff, and the manufacturer.
- Own the service department P&L, including labor sales, gross profit, expense control, and technician productivity.
- Set and manage appointment and dispatch processes to use all 26 bays efficiently.
- Improve multi-point and video inspection follow-through and menu selling to increase items per repair order and reduce one-item repair orders.
- Maintain Mazda and Lincoln customer satisfaction and process standards, and resolve escalated customer concerns.
- Oversee warranty and recall work, policy requests, and timely, accurate claim submission in partnership with the warranty administrator.
- Coordinate with the Parts Manager on parts availability, special orders, and fill rate.
- Partner with sales on used-vehicle reconditioning turnaround and service-to-sales opportunities.
- Manage technician and advisor pay plans, schedules, time records, and staffing levels.
- Keep the shop safe, clean, and compliant with OSHA, environmental, and lift inspection requirements.
Benefits
- Medical, dental, and vision insurance.
- 401(k) with a 4% company match.
- Paid time off and paid holidays.
- Employee discounts on vehicles, parts, and service.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
