Service Lane Manager - Jordan Ford

Sonic Automotive•Mishawaka, IN

9d•$100,000 - $145,000

About The Position

The Service Lane Manager is responsible for owning the service drive—performance, people, and process. This is a hands-on leadership position focused on coaching advisors, improving KPIs, and building a positive, accountable culture where everyone knows the goal and how to win. You’ll set the tone, remove obstacles for your team, and help advisors grow their skills, confidence, and income—while delivering results that matter.

Requirements

Proven automotive service leadership experience (Lane Manager, Lead Advisor, or high-performing Advisor ready to lead).
Strong understanding of Ford service processes and dealership operations (Ford experience preferred).
Track record of improving advisor performance and customer satisfaction.
Coach-first mindset with the ability to challenge and support simultaneously.
High emotional intelligence and strong communication skills.
Comfortable working in a small-store environment where leadership is hands-on and visible.
Experience with DMS systems (CDK, Reynolds, or similar).
Valid driver’s license and good driving record.
All applicants must be authorized to work in the USA.
All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test and valid driver license.

Responsibilities

Lead and coach a 4-advisor team with a strong focus on performance, accountability, and development
Drive key metrics including CSI, ELR, hours per RO, menu penetration, and advisor effectiveness
Be visible and engaged on the service drive—leading by example every day
Conduct daily lane huddles, one-on-one coaching, and performance follow-ups
Develop advisors through consistent feedback, skill training, and goal setting
Ensure a customer-first experience while maintaining profitability and efficiency
Handle escalated customer concerns with empathy, ownership, and solutions
Partner closely with the Service Manager and Shop Foreman to align lane flow with shop capacity
Maintain high standards for RO quality, pricing accuracy, and Ford compliance
Build a culture of trust, respect, and continuous improvement