MASTER PROFILE Service Manager
About The Position
The Pohanka Automotive Group is seeking a customer-oriented Service Manager for an extremely high-volume automotive service shop. The Service Manager supports the daily operations of the service department, works closely with the Service Director, and collaborates with the service team to deliver efficient, high-quality service. The role provides leadership, supports exceptional customer service, assists with workflow management, and maintains a smooth service process. The position involves coordinating daily department operations, managing customer expectations and concerns, overseeing service processes and records, and helping maintain a safe, organized, collaborative work environment. The Service Manager also manages and hires technicians and service advisors and ensures adherence to company policies and manufacturer warranty and repair guidelines.
Requirements
- Previous automotive dealership experience in a Service Manager or Service Director role.
- At least 15 years of automotive dealership experience.
- At least 5 years of management experience.
- Strong leadership experience.
- Strong customer service skills and the ability to handle customer inquiries and complaints professionally.
- Excellent organizational and time-management skills, including 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.
- Computer proficiency, including experience with service management software and databases.
- Strong communication and interpersonal skills for collaborating with team members and customers.
- Ability to thrive in a fast-paced, dynamic work environment.
- Attention to detail and commitment to 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; resolve customer complaints and issues promptly with the service team.
- Organize and coordinate the daily workflow of the service department.
- Assist in managing and resolving scheduling conflicts and other operational challenges.
- Develop and oversee the overall 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 service order, invoice, and customer records in the database.
- Conduct regular audits to assess service quality, adherence to procedures, and timely completion of tasks.
- Promote effective communication, teamwork, and a positive, collaborative team environment.
- Follow safety protocols and maintain a clean, organized work environment.
- Ensure adherence to manufacturer guidelines for warranty procedures and repairs.
Benefits
- Competitive compensation
- Schedule flexibility
- Employee recognition programs
- Opportunities for advancement
- Company-sponsored events
- Team bonding events
- Performance bonus
- Professional development
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Company-paid life insurance
- Short-term disability coverage
- Long-term disability coverage
- Flexible spending account (FSA)
- Paid time off
- 401(k) with match
- Health savings account
- Professional development assistance
- Referral program
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
