Automotive Service Manager

Hoselton Auto Mall•East Rochester, NY

About The Position

Hoselton Auto Mall is looking for an experienced Service Manager to join our team! The Service Manager will lead daily operations within our high-volume import service department. This role is responsible for driving performance, process consistency, and exceptional customer experiences across the service desk and reception lanes utilizing best practices. As a value-driven organization, Hoselton Auto Mall is committed to integrity, respect, long-term growth, and exceeding guest expectations. This is a leadership opportunity for a process-focused professional who thrives in a fast-paced environment. Position Summary: The Service Desk Manager plays a vital role in the service department operations by overseeing all functions of the Main Shop service desk, Express Lane service desk, and Service Reception Lanes. Daily Duties and Responsibilities: This person is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job. The employee may also perform other duties and responsibilities as needed.

Requirements

Previous automotive service management or leadership experience.
Strong communication, organization, and team-building skills.
Process-driven mindset with attention to detail.
Ability to multitask and lead in a high-volume service environment.
Have a strong work ethic and positive attitude.
Be at least 18 years old and eligible to work in the U.S.
Have a High School Diploma.
Be able to pass a drug screen.
Have a clean valid drivers license.
Ability to multi-task and prioritize workload
Ability to work independently
High work ethic and a positive attitude
Some computer knowledge and/or experience
Ability to communicate clearly and professionally
High School diploma required
Drug test required

Nice To Haves

Dealership DMS experience preferred.

Responsibilities

Lead, coach, and develop Service Advisors, Express Advisors, Valets, and Shuttle Drivers.
Oversee service desk and lane operations, including write-up, MPI process, repair order flow, and active re-delivery.
Ensure compliance with factory standards, warranty requirements, and company policies.
Monitor and improve key service metrics, including: Effective Labor Rate (ELR) Hours per Repair Order Dollars per Repair Order Open Repair Orders
Partner with the Service Director and Sr. Management on forecasting, expense control, and profitability.
Drive customer satisfaction improvements using CSI feedback and performance data.
Maintain a clean, professional, and organized service reception environment.
Manage day-to-day operation of the following assigned employee groups. Main Shop Service Advisors Express Lane Service Advisors Valets Shuttle Drivers
Assist service director in recruiting, hiring, and training of all assigned employee groups.
Implement training curriculum for current employees (both internal and external) of great onboarding of new employees.
Ensure established company dress code for all assigned employees.
When applicable, complete 30-60-90-day reviews for assigned employees.
Assist service director in identifying performance improvement opportunities for assigned employee groups and drive improvement through the A ction P lan for S uccess process.
Review k ey p erformance i ndicators with assigned employee groups monthly (one on one).
Assist service director with managing and overseeing Open Ro’s and Warranty receivables and work with advisors to improve processes when applicable.
Invoke a process-driven atmosphere at the service desk and service lanes.
Provide training, coaching and accountability for the following processes as well as processes yet to be developed for assigned employee groups: Service lane reception utilizing established check process. Service desk reception Multi-point inspection process including ¼ rule. Repair order write-up Tracking repair status utilizing Era Ignite route sheet. 10:00 / 2:00 / 4:00 rule Repair order close out Active delivery Special order parts Fix It Right the First Time Reynold Service Snap Maintaining Compliance with Toyota Factory Warranty repair orders. Managing receivable schedules. (Factory Warranty / Aftermarket Warranty)
Working directly with Service CCC and Advisors to ensure seamless customer service while making service appointments and addressing customers' concerns / questions.
Assess concerns and offer corrective actions through process improvement, training, and accountability for all assigned employee groups.
Ensure factory warranty compliance is followed by all assigned employee groups if applicable.
Ensure company policy is followed regarding repair order correctness.
Maintain clean and organized service reception and write-up areas.
Maintain a 3-ring phone rule.
Work with the service director creating the monthly service department forecast and expense control.
Maintain established monthly goals for the following metrics: E ffective L abor R ate Hours Per Repair Hour $ Per Repair Order Open Repair orders
Work with service director in managing and improving individual customer satisfaction scores for the service department. Utilizing Dealer Daily as the tool to do so.
Attend weekly service meetings.
Work with Service Director to maintain a profitable department.

Benefits

Competitive compensation, great benefits and long-term career growth.
Commitment to training, development, at our state of the art facility.
Generous Paid Time Off & Holidays!
You will always be busy and, as the welcoming face to our customers, you will personally have an impact on their experience here.
Medical insurance as low as $13/week, dental as low as $4/week and vision as low as $1/week.
$500 employer sponsored FSA benefit card.
401(k) retirement plan (with profit sharing & employer match)
Group Life & Disability Insurances.
The chance to give back and work for a company that is active in the community.
Free tickets to Amerks & Red Wings games.
Annual employee appreciation dinner.
Discounts on CARS, parts, service.