Service Lane Manager

Parkway of Wilmington•Wilmington, NC

1d•Onsite

About The Position

The Service Lane Manager leads the day-to-day operation of the service drive at Wilmington Auto Group, ensuring an efficient, professional, and customer-focused write-up and vehicle intake process. Reporting to the Service Manager, this role manages the flow of vehicles through the lane, supervises service advisors, and partners closely with the shop and parts departments to keep the service drive running smoothly and profitably. The Service Lane Manager is the face of the service department for many customers. This role requires a leader who can coach a team under pressure, protect the customer experience during peak hours, and use service metrics to continuously improve throughput, satisfaction, and revenue.

Requirements

High school diploma or equivalent required; associate degree or relevant certification preferred.
3+ years of experience in a dealership service department, including experience as a service advisor or in a similar lane or write-up role.
Demonstrated ability to lead and motivate a team in a fast-paced environment.
Strong customer service, communication, and conflict resolution skills.
Working knowledge of service department operations, including repair orders, warranty processes, and CSI metrics.
Experience with dealership management systems (DMS) and service scheduling tools.

Nice To Haves

Prior experience as a service lane manager, assistant service manager, or service manager.
Manufacturer-specific service or CSI training and certification.
ASE certification or automotive technical background a plus.
Bilingual English/Spanish skills a plus.

Responsibilities

Oversee day-to-day operations of the service lanes, ensuring efficient, professional customer write-up and vehicle intake.
Manage traffic flow and appointment scheduling to maximize lane capacity and minimize customer wait times.
Ensure a consistent, high-quality customer experience from vehicle drop-off through delivery.
Monitor and respond to customer concerns, escalating and resolving issues as needed.
Partner with service advisors to ensure accurate write-ups, multi-point inspections, and clear communication of recommended services.
Supervise, coach, and develop service advisors and lane personnel.
Set individual and team performance expectations, including production, CSI, and upsell targets.
Conduct regular performance reviews and provide ongoing feedback and training.
Support recruiting, onboarding, and scheduling for the service lane team.
Monitor key service department metrics, including CSI scores, hours per repair order, effective labor rate, and upsell and menu penetration.
Identify opportunities to improve lane efficiency, throughput, and profitability.
Partner with the Service Manager to implement process improvements and standard operating procedures.
Ensure accurate documentation of repair orders, warranty claims, and service records.
Ensure compliance with manufacturer standards, warranty guidelines, and dealership policies.
Partner with the HR & Safety Manager to support a safe working environment in the service drive and shop areas.
Ensure proper handling of customer vehicles and compliance with safety protocols.