Service Manager

ZT Auto•Alvin, TX

6d•Onsite

About The Position

Ron Carter Automotive is seeking a hands-on Service Manager to lead the daily operations and performance of its service department in Alvin, Texas. The role oversees service advisors, technicians, dispatch, warranty administration, and support personnel, translating departmental goals into daily execution through leadership, accountability, training, resources, and effective processes. The Service Manager is responsible for optimizing shop performance, improving customer retention and satisfaction, developing employees, and driving departmental revenue, gross profit, productivity, and operational efficiency. This leader works closely with the service drive, shop, parts department, and warranty administration to address workflow challenges, maintain quality, and deliver a professional customer experience. The position also supports staffing, employee development, compliance, safety, and continuous improvement.

Requirements

At least five years of automotive dealership service experience.
Previous experience as a Service Manager, Assistant Service Manager, Shop Manager, Foreman, Fixed Operations leader, or in a similar leadership role.
Demonstrated ability to increase technician productivity and overall shop performance.
Strong understanding of dealership service operations, dispatching, workflow management, and repair order processes.
Strong automotive technical knowledge and diagnostic understanding.
Demonstrated success developing technicians, service advisors, and support personnel.
Ability to analyze operational and financial performance metrics and translate findings into action.
Excellent leadership, communication, coaching, and problem-solving skills.
Ability to thrive in a fast-paced, high-volume environment.
Proficiency with dealership management systems and service technology platforms.
Valid driver's license with an acceptable driving record.

Nice To Haves

Experience managing large or multi-franchise service departments.
Experience with Chrysler Dodge Jeep Ram.
Manufacturer certifications or advanced automotive training.
Experience leading operational improvement initiatives.
Strong understanding of fixed operations financial management.
Experience building and developing high-performing automotive service teams.

Responsibilities

Lead daily service department operations, shop workflow, scheduling, workload distribution, and production monitoring.
Maximize technician productivity, efficiency, utilization, and shop capacity; improve repair order flow, dispatching, and stall utilization.
Identify and resolve workflow bottlenecks involving technicians, service advisors, dispatch, parts, and warranty administration.
Ensure work is completed correctly, on time, and in accordance with quality standards; assist with difficult repairs and technical or operational challenges as needed.
Maintain accountability for productivity, attendance, quality, communication, customer experience, and performance expectations.
Evaluate staffing needs and make recommendations to support department growth and performance.
Recruit, develop, coach, and retain service advisors, technicians, dispatchers, warranty administrators, and support staff.
Identify training needs, develop employee improvement plans, recognize strong performance, and conduct coaching sessions, performance evaluations, and team meetings.
Partner with Human Resources on staffing, employee relations, performance management, and compliance matters.
Ensure customers receive professional, timely, and transparent communication throughout the service process.
Monitor customer satisfaction, take corrective action when needed, resolve escalated customer concerns, and support customer retention initiatives.
Work with service advisors to deliver a strong ownership experience while maintaining operational efficiency and building long-term customer relationships.
Achieve departmental revenue, gross profit, productivity, and customer retention goals.
Monitor and improve performance indicators, including hours produced, hours per repair order and technician, technician productivity, efficiency and utilization, effective labor rate, shop capacity, customer-pay, warranty and internal production, comeback rate, and customer satisfaction.
Analyze operational and financial reports, implement measurable improvement plans, and control expenses while supporting business growth.
Evaluate service drive and shop processes; implement best practices for dispatch, workflow management, advisor performance, and technician productivity.
Establish quality control procedures, reduce repeat repairs, and ensure repair documentation, authorizations, and invoicing are accurate and complete.
Ensure compliance with company policies and applicable regulations, maintain a clean, organized, safe, and professional work environment, and enforce safety, equipment, and environmental requirements.
Protect company assets, tools, customer vehicles, and confidential information, and ensure employees follow established operational and safety procedures.