Service Drive Manager

Castle Rock CDJR•Castle Rock, CO

1d•Onsite

About The Position

We are seeking a driven, customer-focused Service Drive Manager to lead our service advisor team. In this role, you will own the service drive from appointment to vehicle delivery. That means managing advisor performance, resolving customer concerns, and growing customer pay revenue while maintaining strong CSI. About FAH We are a fast-paced, high-performing automotive dealership focused on delivering an exceptional ownership experience and strong results in our fixed operations department. Our service team is built on accountability, process discipline, and a commitment to doing the job right the first time. We believe in promoting from within and providing clear growth paths into fixed operations leadership for employees who are motivated and ready to advance. Our high-volume service department offers consistent car count and strong earning potential tied directly to performance. We also invest in our team through ongoing OEM and leadership training, so you have the tools, knowledge, and support to succeed and grow in the automotive industry.

Requirements

3+ years of dealership service advisor experience required; lead advisor or service management experience strongly preferred
Proven track record of hitting service KPIs including hours per RO, effective labor rate, customer pay gross, and CSI
Proven ability to coach, develop, and hold service advisors accountable to daily and monthly targets
Strong working knowledge of OEM warranty policy, claim documentation, and recall procedures
Understanding of menu selling, multi-point inspection processes, and labor operation pricing
Ability to de-escalate customer concerns and resolve complaints with sound judgment and ownership
Strong organizational skills with the ability to manage drive flow, shop capacity, and promise times
Proficiency with dealership management systems (CDK, Reynolds & Reynolds, or Dealertrack) and digital service lane tools for scheduling, inspections, and customer communication
General automotive technical knowledge; ASE or OEM service advisor certifications preferred
Excellent communication and interpersonal skills
High school diploma or equivalent required
Valid driver's license and clean driving record
Ability to pass a background check and drug screen

Responsibilities

Manage the sales floor and support sales associates in closing deals
Structure and pencil deals for customers, presenting figures in a clear and professional manner
Work directly with customers to resolve concerns and ensure satisfaction throughout the purchase process
Coordinate with the Finance department to ensure seamless deal transitions
Assist in appraising trade-in vehicles and negotiating trade values
Monitor daily sales activity and assist the Sales Manager in achieving departmental goals
Ensure all deals are compliant with dealership, state, and federal guidelines
Coach and mentor sales associates on product knowledge, objection handling, and closing techniques
Maintain an organized and efficient sales desk operation
Track and report on sales metrics, gross profit, and customer satisfaction scores