Service Manager

C. Harper Auto Group • Belle Vernon, PA

15d

About The Position

The C. Harper Auto Group is seeking an experienced Service Manager to oversee the Service Department at one of its seven dealerships. The Service Manager is responsible for operating an efficient and profitable department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The role ensures technicians’ available time is consistently sold to service customers while maintaining strong customer relationships.

The manager forecasts departmental goals, supervises and develops staff, monitors performance and reporting, coordinates department activities, and supports compliance with regulations, manufacturer policies, and warranty procedures. The role also oversees repair-order accuracy, technician productivity, parts availability, service quality, customer communications, and the maintenance of customer and service records. It includes responding to complaints, providing estimates, and ensuring vehicles are repaired and prepared for delivery.

The position calls for at least 5–7 years of automotive service management experience, strong leadership and customer-service abilities, knowledge of automotive service operations, analytical and communication skills, and proficiency with automotive service and CRM software and Microsoft Office. A bachelor’s degree in Business Administration, Automotive Technology, or a related field is preferred. A valid driver’s license and clean driving record are required.

Requirements

• At least 5–7 years of automotive service management experience with a proven track record of success.
• Strong leadership skills and the ability to inspire and motivate a team.
• Experience training, mentoring, and developing service personnel; ability to set clear goals and hold team members accountable.
• In-depth knowledge of automotive service processes and techniques.
• Excellent customer service skills and the ability to handle customer inquiries, concerns, and complaints effectively.
• Excellent verbal and written communication skills and strong interpersonal skills.
• Ability to build and maintain relationships with customers, team members, and other stakeholders and collaborate across departments.
• Strong analytical skills, including the ability to interpret service data and trends.
• Ability to identify problems, develop solutions, and implement effective strategies; attention to detail and commitment to accuracy.
• Proficiency with automotive service and CRM software and strong computer skills, including Microsoft Office Suite.
• High energy, enthusiasm, and passion for the automotive industry; goal-oriented and driven to meet or exceed service targets.
• Integrity and professionalism in all interactions.
• Valid driver’s license and clean driving record.

Nice To Haves

• Bachelor’s degree in Business Administration, Automotive Technology, or a related field.

Responsibilities

• Forecast department goals and objectives and work to meet them.
• Train, motivate, counsel, and monitor service department staff; set expectations and support employee development.
• Maintain reporting systems required by general management and the factory; attend managers’ meetings and monitor performance using reports, tracking systems, and surveys.
• Promote teamwork within the service department and with other departments.
• Develop and implement marketing plans to promote new and repeat business.
• Ensure compliance with applicable federal, state, and local regulations, including hazardous-waste disposal and OSHA Right-to-Know requirements, as well as manufacturer warranty and policy procedures.
• Ensure department documents are accounted for and processed correctly.
• Direct and schedule department employees and arrange or conduct technical training as needed.
• Monitor technicians’ productivity reports and payroll records, and inform technicians of repair-order time allowances.
• Follow up with the parts manager on parts orders to ensure availability.
• Review and initial repair orders before warranty submission, monitoring sales and hours against expectations.
• Build customer relationships that encourage repeat and referral business.
• Maintain repair quality, minimize comebacks, and conduct spot checks of completed work.
• Keep current on available equipment and tools and recommend purchases; serve as a liaison with factory representatives.
• Keep customer service files up to date and accessible.
• Greet customers promptly and provide fair repair and maintenance cost and time estimates.
• Prepare pricing guides and maintenance menus for frequent labor operations.
• Handle customer complaints promptly according to dealership guidelines and maintain a safe work environment and professional appearance.
• Represent the dealership professionally and collaborate with technicians, advisors, supervisors, and other staff.
• Conduct a visual inspection with the customer, including tire measurements, wipers, and vehicle damage, and record findings.
• Discuss and restate customer concerns, request permission for a complimentary multi-point inspection, and set expectations for vehicle pickup or waiting time.
• Verify customer contact information, ask for a preferred contact method, and obtain a signature.
• Create detailed repair orders and dispatch them to the appropriate technician promptly.
• Keep customers informed about vehicle status and address vehicle-related issues.
• Contact customers when work is complete, review repairs, pricing, and payment options, explain the CSI survey, and arrange pickup or delivery.
• Ensure vehicles are properly repaired and clean before delivery.

Benefits

• Competitive management salary pay plans, annual performance reviews, and cost-of-living or performance-based salary increases.
• Medical, dental, and vision insurance, including a medical insurance plan option available at no cost to the employee.
• 401(k) plan with an annual company contribution.
• Pro-rated paid time off starting on the first day of employment.
• Short-term disability coverage at no premium for employees, with optional buy-up coverage through Aflac and American Fidelity.
• $30,000 life insurance coverage at no cost to the employee, with additional in-house buy-up options up to $150,000 per individual and secondary options through Aflac and American Fidelity.
• Career growth and promotion opportunities within the family-owned business.
• Full training and incentives aligned with customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed