Service Manager

Pohanka Automotive Group•Chantilly, VA

12d

About The Position

The Pohanka Automotive Group is seeking a highly motivated, customer-oriented Service Manager for an extremely high-volume automotive service shop. The Service Manager supports the service department’s daily operations, working closely with the Service Director and service team to provide leadership, exceptional customer service, and efficient, high-quality service delivery. The role is responsible for coordinating workflow, maintaining a smooth service process, and promoting customer satisfaction. The Pohanka Family of Dealerships operates 22 dealerships across Northern Virginia, Maryland, Washington, DC, and Texas. Founded in 1919, the group emphasizes customer service, long-term relationships, collaboration, and community involvement.

Requirements

Previous automotive dealership experience in a Service Manager or Service Director role.
At least 15 years of experience in an automotive dealership.
At least 5 years of management experience.
Strong leadership experience.
Strong customer service skills, including the ability to handle customer inquiries and complaints professionally.
Excellent organizational and time-management skills, with the ability to prioritize tasks effectively.
Solid understanding of automotive service processes, including scheduling and workflow management.
Strong understanding of automotive service warranties and extended warranties, including policies, procedures, guidelines, and claims submission.
Proficient computer skills and experience using service management software and databases.
Strong communication and interpersonal skills for collaborating effectively with team members and customers.
Ability to thrive in a fast-paced, dynamic work environment.
Attention to detail and commitment to maintaining high service quality standards.

Nice To Haves

General Motors experience is strongly preferred.

Responsibilities

Ensure customers have a positive dealership experience and receive exceptional service throughout the service process.
Manage department expectations and customer satisfaction, and collaborate with the service team to resolve complaints or issues promptly and effectively.
Organize and coordinate the service department’s daily workflow.
Assist in managing and resolving scheduling conflicts and other operational challenges.
Develop and oversee the service process, ensuring compliance with company policies and standards.
Manage and hire technicians and service advisors.
Collaborate with technicians, advisors, and other service staff to maintain an efficient workflow.
Maintain accurate records of service orders, invoices, and customer information in the database.
Conduct regular audits to check service quality, adherence to procedures, and timely completion of tasks.
Foster a positive, collaborative team environment and promote effective communication and teamwork.
Follow safety protocols and maintain a clean, organized work environment.
Follow manufacturer guidelines for warranty procedures and repairs.