Service Manager / Lane Manager

Jenkins Auto Group Corporate•Ocala, FL

About The Position

The Service Manager or Lane Manager is the central communicator for repair activities and the liaison between customers and the dealership. As the primary point of contact for automotive service matters, the manager listens to and thoroughly understands customer problems, then sets and manages expectations. Through proactive oversight, the manager leads a high-performing service team to deliver excellent customer service, drive department performance, and maximize profitability. The role is an opportunity in the Crystal River to Brooksville, Florida region. The ideal candidate has an unrestricted driver's license and clean driving record, at least two years of dealer-level or large-facility experience, post-secondary automotive training, and National Institute for Automotive Service Excellence certification or willingness to obtain it. A strong technical and customer-service performance record is also sought. The work includes customer interaction, coordinating diagnosis and repairs, recommending repairs, maintaining service documentation and parts inventory, enforcing safety standards, and recruiting, developing, and motivating service staff. Physical demands include a range of sitting, standing, walking, lifting 25–50 pounds, carrying, pushing, pulling, climbing, bending, reaching, handling, and sensory and vision activities. The environment may involve weather, moving mechanical parts, non-climate-controlled, wet or humid conditions, high exposed places, noise, and vibration.

Requirements

Unrestricted driver's license and clean driving record.
At least two years of dealer-level or large-facility experience.
Post-secondary automotive training.
National Institute for Automotive Service Excellence certification, or willingness to obtain certification.
Strong technical and customer-service performance record.

Responsibilities

Meet and greet customers in person or by phone.
Arrange prompt and accurate diagnosis of reported problems.
Make best-value repair recommendations based on the nature of the problem.
Manage repair delivery by setting and managing customer expectations.
Maintain documentation, including purchase orders, invoices, work orders, and reports.
Enforce organizational safety standards and adhere to company policies, procedures, and safety standards.
Ensure appropriate parts inventory is maintained.
Manage the service repair team and promote a 'white-glove' environment in the repair facility.
Recruit, interview, and hire talent to maintain high service levels.
Develop, mentor, and motivate staff.
Take ownership of and accept accountability for service operations.
Perform other duties as assigned.