Service Manager

Leeds West Group•Mustang, OK

19d•Onsite

About The Position

The Service Manager leads the daily operations of an automotive service department while supporting and collaborating with the Store Manager. The role calls for professional integrity, strong leadership and business acumen, extensive automotive industry knowledge, and a commitment to quality work and exceptional customer service. The manager exercises discretion and independent judgment on matters with significant impact on business operations. This full-time, salaried, overtime-exempt, onsite position requires at least 50 hours of work per week. Business operations run Monday through Saturday and Sunday at various locations; schedules and hours may vary by location and business needs. The position regularly involves long hours and frequent weekend work. Travel between local stores may be up to 25%, with overnight travel under 5% except for particular assignments. The work takes place in a fast-paced automotive retail and repair environment, with regular exposure to indoor and outdoor conditions, changing temperatures, automotive tools and equipment, fluids, and chemicals. Proper PPE, uniform standards, and OSHA safety practices are required. The job involves frequent physical activity, including standing, walking, bending, kneeling, stooping, crouching, crawling, reaching, driving, climbing, and repetitive motions; lifting and carrying heavy parts and equipment weighing up to 50 pounds or more; and working long hours under tight deadlines. Adequate hand-eye coordination, manual dexterity, vision, hearing, and speaking abilities are also required.

Requirements

At least 18 years of age.
Active, unrestricted driver’s license.
High school diploma or equivalent.
At least three years of related experience.
Legally authorized to work in the United States while employed by Leeds West Groups.
Successful completion of a background check and Motor Vehicle Records check, and ability to maintain a clean driving record.
Strong integrity and people-management skills.
Strong analytical, decision-making, problem-solving, active-listening, communication, interpersonal, supervisory, diplomacy, and leadership skills.
Strong sales and customer-service skills.
Extensive knowledge of the automotive industry, automotive repair, business acumen, finance principles, procedures, and best practices.
Strong technical knowledge of automotive systems, diagnostics, and repair procedures.
Strong organizational skills, attention to detail, and time-management skills.
Proficiency with technology, computers, and software systems, including Digital Vehicle Inspections (DVI).
Proficiency in inventory and expense management.
Ability to thrive in a fast-paced sales environment, give and receive constructive feedback, manage priorities, multitask, and complete objectives with minimal supervision.
Ability to meet consistent attendance expectations.
Ability to meet the position’s physical demands, including frequent movement and lifting or carrying heavy parts and equipment weighing up to 50 pounds or more.
Ability to work at least 50 hours per week, including long hours and frequent weekends.

Nice To Haves

Bachelor’s degree in business management or a related field.
At least three years of managerial experience.

Responsibilities

Manage the service department’s daily operations, including scheduling, staffing, customer satisfaction, and workflow optimization.
Ensure services are completed efficiently, accurately, and on time in compliance with company, safety, and industry standards.
Analyze and monitor key performance indicators to assess performance and identify areas for improvement.
Develop and implement customer-retention and business-growth strategies to meet or exceed business objectives, sales, and profitability goals.
Provide customer service and satisfaction through effective interactions, call conversion, correct application of promotions and discounts, financing options, quality repairs, post-service follow-ups, customer reviews, and prompt resolution of concerns and complaints.
Serve as the primary customer contact for service inquiries, estimates, and concerns.
Manage parts inventory, procurement, and supplier relationships to maintain adequate stock and timely parts availability.
Monitor parts pricing, margins, and usage trends to improve inventory management and profitability.
Manage and control inventory levels, shrinkage, business costs and expenses, P-Card use, payroll, and injury and damage claims in support of business objectives and budgets.
Act as a facility key holder and complete opening and closing procedures, including nightly deposits, system close-outs, and response to after-hours alarms and security concerns.
Reduce workplace safety risks, injuries, and damages through training, enforcement, and compliance with OSHA and company safety policies and industry practices.
Ensure test drives comply with company policies, procedures, safety practices, and traffic laws.
Maintain a clean, organized, and safe work environment consistent with company policies and OSHA regulations.
Stay current on industry trends, technology, and regulatory changes affecting automotive repair and safety.
Collaborate with the Store Manager and senior management on business plans, directives, initiatives, programs, and budgets.
Directly supervise service employees, including directing, training, developing, mentoring, supporting, evaluating, and disciplining them.
Participate in and provide recommendations concerning employee hiring, termination, advancement, promotion, and other status changes.
Foster an inclusive, cohesive team environment that supports employee development, business goals, and customer service.
Implement and enforce business and leadership initiatives, policies, procedures, and best practices through team meetings, training, and audits.
Manage service employees’ workflow, work quality, and schedules.
Perform other duties as assigned.