Automotive Service Manager

Knudtsen Foothills•Spokane, WA

9d•Onsite

About The Position

Service Manager at Knudtsen Foothills Spokane, WA Base Salary with Bonus Opportunities, Total Compensation $110,000 - $150,000 per year. This is a leadership role first: we need someone who develops technicians, holds people accountable, and turns a well-equipped shop into a high-producing one. The Service Manager reports to the General Manager and is responsible for the service department's people, customer experience, manufacturer standards and profitability. The facility has 26 service bays, each with its own lift, and plenty of room to add technicians. The capacity is already built; the next Service Manager's job is to staff it and fill it.

Requirements

3+ years as a Service Manager, Assistant Service Manager or Shop Foreman at a franchised new-car dealership.
Proven record of leading and developing technicians, with examples of techs you have trained up and retained.
Strong understanding of service department financials and KPIs (labor gross, effective labor rate, hours per RO, productivity).
Experience with a dealer management system (CDK, Reynolds, Dealertrack or similar) and digital inspection tools.
Working knowledge of manufacturer warranty policies and procedures.
Calm, direct communicator who can handle difficult customers and difficult conversations with staff.
Valid driver's license and an acceptable driving record.

Nice To Haves

Mazda and/or Ford/Lincoln experience.
Technician background; ASE certifications.
Experience growing technician headcount in a competitive hiring market.

Responsibilities

Lead the Shop Foreman, Dispatcher, service advisors and technicians with clear expectations, daily presence on the shop floor and consistent follow-up.
Build and run a written technician development path (Lube → C → B → A), including Mazda and Lincoln training schedules, certification targets and timelines for each tech.
Move the three B-level technicians toward A-level, and develop the C-level and lube techs into the next tier.
Recruit technicians to fill open bays, using local trade schools, manufacturer programs and referral networks as well as job boards.
Hold weekly one-on-ones and monthly performance reviews; coach underperformers and address issues directly and fairly.
Partner with the Shop Foreman on quality control and comebacks, and with the Dispatcher on workflow and load balancing across techs.
Create a culture where good technicians want to stay: fair dispatching, recognition, and visible paths to higher pay.
Model professionalism and integrity with customers, staff and the manufacturer.
Own the service department P&L: labor sales, gross profit, expense control and technician productivity.
Set and manage the appointment and dispatch process so all 26 bays are used efficiently.
Drive multi-point / video inspection follow-through and menu selling to increase items per repair order and reduce one-item ROs.
Maintain Mazda and Lincoln customer satisfaction (CSI) and process standards; resolve escalated customer concerns.
Oversee warranty and recall work, policy requests, and timely, accurate claim submission in partnership with the warranty administrator.
Work with the Parts Manager on parts availability, special orders and fill rate.
Partner with sales on used-vehicle reconditioning turnaround and service-to-sales opportunities.
Manage technician and advisor pay plans, schedules, time records and staffing levels.
Keep the shop safe, clean and compliant with OSHA, environmental and lift inspection requirements.