Service Drive Manager

Position Summary:

The Service Drive Manager is responsible for overseeing daily operations of the service drive to ensure an exceptional customer experience, efficient workflow, and adherence to company policies and manufacturer standards. This role involves managing the service advisor team, coordinating with technicians and parts departments, and maintaining high levels of productivity, profitability, and customer satisfaction.

Key Responsibilities:

• Supervise and support service advisors, greeters, and porters to ensure smooth daily operations on the service drive.

• Greet customers promptly and ensure their service needs are accurately documented and communicated.

• Manage the appointment schedule to optimize workflow and minimize customer wait times.

• Monitor repair order accuracy, service recommendations, and customer communications.

• Ensure all customer interactions reflect a high level of professionalism, courtesy, and transparency.

• Coordinate with the parts and service technician teams to ensure timely repairs and vehicle delivery.

• Handle customer concerns or complaints in a timely and professional manner.

• Track key performance indicators (KPIs) such as CSI scores, sales performance, productivity, and efficiency.

• Implement and enforce safety and compliance procedures on the service drive.

• Train, coach, and develop service advisors to achieve individual and department goals.

• Assist in developing and maintaining policies, procedures, and promotional programs to increase service revenue.

• Maintain a clean, organized, and professional service area.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.

• Minimum 3–5 years of experience in an automotive service environment; prior leadership or management experience required.

• Strong knowledge of automotive service operations, warranty processes, and repair order management.

• Excellent communication, leadership, and customer service skills.

• Proficiency with DMS systems (e.g., CDK, Reynolds & Reynolds, Dealertrack) and Microsoft Office Suite.

• Valid driver’s license with a clean driving record.

Key Competencies:

• Customer-focused leadership

• Strong organizational and problem-solving abilities

• Results-driven mindset with attention to detail

• Ability to manage multiple priorities in a fast-paced environment

• Commitment to integrity, teamwork, and continuous improvement

Physical Requirements:

• Ability to stand and walk for extended periods

• Occasional lifting of up to 25 pounds

• Ability to work in various weather conditions as part of daily service drive activities