Service Sales Manager

Westbury Jeep Chrysler Dodge Inc•Wantagh, NY

2d•$150,000 - $230,000•Onsite

About The Position

Merrick Jeep Chrysler Dodge Inc., a proud member of the VIP Automotive Group of Long Island, is seeking an experienced, motivated, and results-driven Automotive Service Manager / Service Sales Manager to help lead our busy dealership service department. This is an excellent opportunity for an experienced Automotive Service Manager, Service Sales Manager, or Service Director who understands dealership fixed operations and knows how to drive service revenue, customer retention, technician productivity, repair order profitability, CSI, and overall service department performance. The ideal candidate is a hands-on leader who can coach Service Advisors, improve the customer experience, maximize technician time, control costs, and create a culture of accountability and exceptional service.

Requirements

5+ years of Automotive Service Manager or Service Director experience
Proven experience managing a high-volume dealership service department
Strong knowledge of automotive service operations and fixed operations
Proven ability to lead, coach, and develop Service Advisors and service personnel
Strong understanding of service sales, repair orders, maintenance, MPI, and customer retention
Experience monitoring and improving service KPIs and departmental profitability
Strong knowledge of technician productivity, efficiency, labor hours, and shop capacity
Excellent customer service and conflict-resolution skills
Strong computer, CRM, and dealership management system skills
Ability to analyze reports, identify trends, and develop action plans
Strong organizational, communication, and problem-solving skills
Ability to hold employees accountable while maintaining a positive team environment
Professional appearance and strong leadership presence

Responsibilities

Oversee the daily operations of the automotive dealership service department
Lead, coach, and support Service Advisors, Technicians, and support staff
Conduct daily morning meetings and communicate department objectives
Review prior-day and month-to-date Service Advisor performance against goals
Coach Advisors on increasing service sales, customer retention, CSI, and customer satisfaction
Identify challenges affecting Advisor performance and develop solutions
Participate in Service Manager and dealership leadership meetings
Maintain professional appearance and performance standards throughout the department
Be a visible leader in the service drive and actively participate in the customer write-up process.
Greet customers and introduce yourself when appropriate
Work alongside Service Advisors to deliver a professional service experience
Ensure maintenance recommendations are presented 100% of the time
Ensure customer vehicle walk-arounds are completed
Review New York State Inspection and tire needs
Ensure vehicle damage is properly documented with images
Support the Multi-Point Inspection (MPI) process
Ensure customers understand how and when they will receive updates
Review repair quotes, MPI results, maintenance recommendations, and customer communication materials
Ensure customers receive appropriate videos, photos, and documentation with repair recommendations
Drive service sales and customer-pay repair opportunities
Review larger repair estimates and assist Advisors with presenting recommendations
Ensure customers receive fair, accurate, and transparent estimates
Ensure quotes are sent through text and email, followed by appropriate phone follow-up
Review and monitor lost sales
Follow up with customers who decline recommended repairs or maintenance
Reschedule unsold repairs and maintenance whenever appropriate
Monitor repair orders from write-up through final delivery
Ensure technicians are provided with fair and accurate repair times
Maximize available technician hours and consistently sell available technician capacity
Monitor service department labor sales, hours sold, gross profit, and productivity
Proactively address customer complaints and service concerns
Ensure customer follow-up calls are completed
Monitor the status of open repair orders
Review invoices and repair orders for accuracy and completeness
Work closely with the Parts Department regarding special-order parts
Follow up on parts availability and repair completion
Monitor repair workflow and technician efficiency
Ensure customer vehicles are completed and delivered on time
Maintain clean, organized, and professional service work areas
Ensure dealership service standards and manufacturer requirements are followed
Manage the active customer delivery process
Review applicable VIP customer benefits and services
Ensure customers understand their service recommendations and next steps
Schedule the customer's next service appointment before they leave whenever appropriate
Confirm the customer is satisfied with their service experience
Encourage positive customer feedback and survey participation
Maintain a strong focus on CSI, customer retention, repeat business, and service loyalty
Help drive measurable improvements in Service Revenue, Customer-Pay Gross Profit, Repair Order Count, Average Repair Order, Labor Hours Sold, Technician Productivity, Technician Efficiency, Service Advisor Performance, Maintenance Sales, Customer Retention, CSI / Customer Satisfaction, Lost Sales Recovery, Appointment Retention, and Overall Fixed Operations Profitability.