Service Manager

C. Harper Auto Group • Belle Vernon, PA

16d

About The Position

The C. Harper Auto Group is seeking an experienced Service Manager to oversee the Service Department at one of its seven dealerships. The role is responsible for operating an efficient and profitable department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of service records. The Service Manager ensures technicians’ available time is consistently sold to service customers while fostering excellent customer relationships.

The manager forecasts and works toward departmental goals, trains and motivates staff, monitors performance, maintains reporting systems, and coordinates with other departments and factory representatives. The position also oversees service operations, compliance, repair-order and warranty processes, technician productivity, parts availability, training, service quality, and customer communication. The role requires automotive service management experience, leadership and customer-service ability, analytical and technical skills, and a valid driver’s license with a clean driving record.

Requirements

• 5–7 years of automotive service management experience with a proven track record of success.
• Strong leadership skills and the ability to inspire and motivate a team.
• Experience training, mentoring, and developing service personnel.
• Ability to set clear goals and expectations and hold team members accountable.
• In-depth knowledge of automotive service processes and techniques.
• Excellent customer service skills and the ability to handle customer inquiries, concerns, and complaints effectively.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to build and maintain relationships with customers, team members, and stakeholders.
• Ability to collaborate with other departments to achieve common goals.
• Strong analytical skills, including interpreting service data and trends.
• Ability to identify problems, develop solutions, and implement effective strategies.
• Attention to detail and commitment to accuracy.
• Proficiency with automotive service and CRM software.
• Strong computer skills, including Microsoft Office Suite proficiency.
• High energy, enthusiasm, and passion for the automotive industry.
• Goal-oriented approach and drive to achieve and exceed service targets.
• Integrity and professionalism in all interactions.
• Clean driving record and valid driver’s license.

Nice To Haves

• Bachelor’s degree in Business Administration, Automotive Technology, or a related field.

Responsibilities

• Forecast service department goals and objectives and work to achieve them.
• Train, motivate, counsel, and monitor service department staff; set expectations and hold team members accountable.
• Maintain reporting systems required by general management and the manufacturer, and monitor performance using reports, tracking systems, and surveys.
• Attend managers’ meetings and promote teamwork within the department and across other departments.
• Develop and implement a marketing plan to promote new and repeat business.
• Ensure compliance with applicable federal, state, and local regulations, including hazardous-waste disposal and OSHA Right-to-Know requirements, as well as manufacturer warranty and policy procedures.
• Account for department documents and ensure they are complete and correctly processed.
• Direct and schedule department employees; facilitate technical training and arrange appropriate training schools as needed.
• Monitor technicians’ daily productivity reports and related payroll records.
• Follow up with the parts manager on parts orders to ensure availability.
• Review and initial repair orders before warranty submission, monitoring sales and hours against expectations.
• Maintain customer relationships to encourage repeat and referral business.
• Inform technicians of time allowances for repair orders.
• Maintain repair quality, minimize comebacks, and conduct periodic spot checks of completed work.
• Stay current on equipment and tools and recommend purchases.
• Serve as liaison with factory representatives and keep customers’ service files current and accessible.
• Greet customers promptly and provide fair repair and maintenance cost and time estimates.
• Prepare pricing guides and maintenance menus for frequent labor operations.
• Handle customer complaints promptly and according to dealership guidelines.
• Maintain a safe work environment and professional appearance.
• Represent the dealership professionally and collaborate with technicians, advisors, and supervisors.
• Visually inspect vehicles with customers, including tire measurements, wipers, and vehicle damage, and record findings.
• Discuss customer concerns, request permission for a complimentary multi-point inspection, confirm the concerns, and set expectations for pickup timing or waiting.
• Verify customer contact information and preferred contact method, and obtain a signature.
• Create accurate repair orders with detailed customer concerns and dispatch them to the appropriate technician promptly.
• Keep customers informed about vehicle status, discuss repairs, pricing, and payment options at completion, explain the CSI survey, and arrange pickup or delivery.
• Ensure vehicles are properly repaired and clean before delivery.

Benefits

• Competitive salary and management pay plans.
• Annual performance reviews and cost-of-living or performance-based salary increases.
• Medical, dental, and vision insurance, including a medical plan option available at no cost to the employee.
• 401(k) plan with an annual company contribution.
• Paid time off prorated from the first day of employment.
• Short-term disability coverage at no premium to employees, with optional buy-up coverage through Aflac and American Fidelity.
• $30,000 life insurance coverage at no cost to the employee, with additional buy-up options and secondary options through Aflac and American Fidelity.
• Career growth and promotion opportunities within the family-owned business.
• Full training and incentives aligned with customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed