LANE MANAGER

Gettel Automotive Group•Bradenton, FL

1d•Onsite

About The Position

The Lane Manager is responsible for optimizing service production, building customer loyalty, managing employee relations, and overseeing the customer experience on the service drive. The role coordinates porter and valet interactions and schedules, coaches service advisers, supports sales, manages repeat repairs, and helps maintain a safe, professional, customer-focused dealership environment. The manager also serves as a backup service salesperson when advisers are absent and becomes proficient in the department’s computer systems so they can train other service associates.

Responsibilities

Optimize service production, build customer loyalty, manage employee relations, and manage the customer experience on the drive.
Manage porter and valet interactions with customers and schedule porters and greeters.
Coach service advisers on customer experience in real time.
Use core competency score sheets to evaluate each service writer at least twice a week and email results to the GM, SM, and corporate associates by Friday at 5:00 p.m.
Act as a backup service salesperson when service advisers are absent.
Spend the first two hours of each day in the drive orchestrating the team.
Maintain the security of administrative materials and work areas.
Support advisers with upselling and closing sales using the turnover process.
Turn over customers to advisers by name.
Manage the repeat repair process.
Report situations or conditions that jeopardize the safety, welfare, or integrity of the dealership, its employees, or its customers to management.
Become trained and serve as a champion in the department’s computer systems, including the RR multi-Point tool, and be proficient enough to train other service associates.
Maintain a professional appearance, including wearing a standard uniform with proper identification.
Keep the reception area clean and organized.
Assist with special assignments designated by the Service Manager.
Follow the “10 – 5 – First – Last ‘my pleasure’” customer contact process.