Service Manager

Leeds West Group•Yukon, 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 knowledge of automotive industry practices, and a commitment to quality work, exceptional customer service, and achieving business goals. The manager exercises discretion and independent judgment on matters with significant impact on business operations. The position oversees service scheduling, staffing, workflow, customer satisfaction, repairs, parts and inventory, expenses, payroll, safety, and facility opening and closing procedures. The Service Manager monitors performance indicators, develops customer-retention and business-growth strategies, manages customer interactions and concerns, and collaborates with store and senior management on business plans, initiatives, and budgets. The role also directly supervises service employees, including training, development, performance evaluation, scheduling, and discipline. This is a full-time, salaried, overtime-exempt, onsite position requiring at least 50 hours per week. Business operations run Monday through Saturday and Sunday at various locations; hours and days may vary by location, business needs, and schedules. The role regularly involves long hours and frequent weekend work, and requires up to 25% travel between local stores. Overnight travel is under 5% unless required for a particular assignment. The work takes place in a fast-paced automotive retail and repair environment, with exposure to indoor and outdoor climates, changing temperatures, automotive tools, equipment, fluids, and chemicals. Use of personal protective equipment and compliance with uniform and OSHA safety standards are required. The job involves frequent standing, walking, bending, kneeling, stooping, crouching, crawling, reaching, driving, climbing, repetitive motions, and lifting or carrying heavy parts and equipment weighing up to 50 pounds or more. Physical endurance, manual dexterity, hand-eye coordination, and adequate vision, hearing, and speaking abilities are also required. Applicants must be legally authorized to work in the United States, successfully complete background and motor vehicle records checks, and maintain a clean driving record. The workplace has a zero-tolerance policy for drugs, alcohol, weapons, violence, harassment, and discrimination, and employees are expected to act respectfully, ethically, and professionally.

Requirements

Must be at least 18 years old.
Active, unrestricted driver's license.
High school diploma or equivalent.
At least three years of related experience.
Must be legally authorized to work in the United States while employed.
Successful completion of a background check and a Motor Vehicle Records check; ability to maintain a clean driving record.
Strong integrity, people-management, analytical, decision-making, problem-solving, and active-listening skills.
Excellent verbal and written 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.
Excellent organizational skills and attention to detail, as well as 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 and multiple tasks, and complete objectives with minimal supervision.
Ability to meet consistent attendance expectations.
Ability to perform the physical demands of the role, including frequent movement and lifting or carrying parts and equipment weighing 50 pounds or more.

Nice To Haves

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

Responsibilities

Manage daily service department operations, including scheduling, staffing, customer satisfaction, and workflow optimization.
Ensure services are completed efficiently, accurately, on time, and in compliance with company, safety, and industry standards.
Analyze key performance indicators and identify opportunities to improve department performance.
Develop and implement customer-retention and business-growth strategies to achieve sales and profitability goals.
Deliver customer service and satisfaction through effective interactions, including call conversion, promotions and discounts, financing options, repair quality, follow-ups, customer reviews, and timely resolution of concerns.
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 optimize inventory and profitability.
Manage and control inventory levels, shrinkage, costs, expenses, P-Card use, payroll, and injury and damage claims in support of business objectives and budgets.
Act as a facility key holder and perform opening and closing procedures, including nightly deposits, system close-outs, and responding to alarms and after-hours security concerns.
Reduce workplace safety concerns, injuries, and damages through training, enforcement, and compliance with OSHA and company safety policies and industry practices.
Ensure test drives follow company procedures, safety practices, and traffic laws.
Maintain a clean, organized, and safe work environment in accordance with company policies and OSHA regulations.
Stay current on automotive industry trends, technology, and regulatory changes affecting repair and safety.
Collaborate with the Store Manager and senior management on business plans, directives, initiatives, programs, and budgets.
Directly supervise service employees by directing, training, developing, mentoring, supporting, evaluating, and disciplining them.
Participate in and provide recommendations concerning hiring, firing, advancement, promotion, and other employee status changes.
Foster an inclusive, cohesive team culture that develops employees, supports business goals, and delivers customer service.
Implement and enforce business and leadership initiatives, policies, procedures, best practices, and programs through meetings, training, and audits.
Manage the workflow, work quality, and schedules of service employees.
Perform other duties as assigned.