Service Manager

Buckeye Toyota•Lancaster, OH

12d

About The Position

The Service Manager leads the Service Department to deliver an exceptional customer experience while meeting performance, financial, and operational goals. The role oversees Service Advisors and Customer Service Representatives (CSRs), ensures shop production targets are met, maintains adherence to policies and processes, and fosters a culture of accountability and recognition. The Service Manager supervises and develops the service team, handles customer concerns, monitors department performance and shop production, and oversees customer-facing processes and internal financial controls. The role also performs Service Advisor functions as needed and assists with the Service department’s marketing strategy.

Requirements

High school diploma or equivalent.
At least 5 years of automotive or similar experience.
Ability to communicate clearly and concisely to perform the essential functions of the position.
Ability to supervise a team of Service Advisors and CSRs with appropriate communication and leadership qualities.
Ability to stand for extended periods, up to and including 8 hours; walk briskly; get in and out of and drive vehicles; and lift up to 25 lbs.

Nice To Haves

College degree preferred.

Responsibilities

Recruit, hire, train, develop, and retain high-performing associates.
Ensure the service team provides an exceptional customer experience, recognizing team members when deserved and holding them accountable when necessary.
Resolve customer concerns within 24–48 hours.
Meet or exceed department performance expectations set by management.
Train, monitor, and coach Service Advisors and CSRs to perform their job functions at an exceptional level.
Oversee shop production in coordination with Group Lead Technicians to achieve stated gross profit, productivity, grid compliance, and Fixed Right First Visit targets.
Maintain consistent customer touch processes, including appointments, appointment reminders, write-ups, recommended services, active delivery, and follow-up.
Maintain consistency and discipline regarding internal processes and financial controls, including op codes, labor types, payment types, discounts, and policies.
Review service appointments with the team to coordinate production and upsell opportunities.
Review customer-pay repair orders and invoices daily to monitor Service Advisor effectiveness.
Review repair orders with internal charges, such as stock number, policy, or advertising charges, with the management team to determine proper accounting.
Perform Service Advisor functions as outlined in the Service Advisor job description to meet department objectives.
Assist with the design and implementation of the Service department marketing strategy.
Complete or oversee performance reviews of Service personnel according to company policy.
Establish and monitor work schedules for Service personnel.
Supervise Service Advisors and CSRs using appropriate communication and leadership skills.
Complete training required by Buckeye and/or the manufacturer.