Service Manager

Leeds West Group•Santa Fe, NM

13d•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 skills, knowledge of automotive industry practices and procedures, and a commitment to quality work, exceptional customer service, and business goals. The Service Manager exercises discretion and independent judgment on matters significantly affecting business operations. This is a full-time, salaried, overtime-exempt, onsite position requiring at least 50 hours per week. Operations run Monday through Saturday and Sunday at various locations; work hours and days may vary according to location, business needs, and schedules. The position regularly requires long hours and frequent weekend work. Travel between local stores may be up to 25%; overnight travel is less than 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 climates, changing temperatures, automotive tools and equipment, fluids, and chemicals. Proper use of personal protective equipment, uniform standards, and OSHA workplace-safety practices is 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. It also requires physical endurance for long hours, manual dexterity and hand-eye coordination, and adequate vision, hearing, and speaking abilities.

Requirements

Minimum age of 18 years.
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, people management, analytical, decision-making, problem-solving, active listening, communication, interpersonal, supervisory, diplomacy, leadership, 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, 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 and multiple tasks, and complete objectives with minimal supervision.
Ability to meet consistent attendance expectations.
Ability to work at least 50 hours per week and regularly work long hours and weekends.
Ability to meet the physical demands of the position, including frequent movement, driving, repetitive motions, and lifting or carrying heavy parts and equipment weighing up to 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, and on time, in compliance with company, safety, and industry standards.
Monitor and analyze key performance indicators to evaluate performance and identify improvement opportunities.
Develop and implement customer-retention and business-growth strategies to meet or exceed business, sales, and profitability goals.
Deliver customer service and satisfaction through effective interactions, including call conversion, promotions and discounts, financing options, quality repairs, 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 availability.
Monitor parts pricing, margins, and usage trends to optimize inventory and profitability.
Manage and control inventory levels and shrinkage, 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 responses to after-hours alarms and security concerns.
Reduce workplace safety concerns, injuries, and damages through training, enforcement, and compliance with OSHA and company safety policies and industry best practices.
Ensure test drives follow company policies, 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 as appropriate.
Participate in and provide recommendations regarding hiring, termination, 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, directives, policies, procedures, practices, and programs through meetings, training, and audits.
Manage service employee workflow, work quality, and schedules.
Perform other duties as assigned.