Service Drive Manager

JOB DUTIES:

1. Primary Responsibilities:

• Directly supervise the Assistant Service Managers (ASMs) to ensure efficient and customer-focused front-line service operations.
• Establish clear performance goals and accountability standards for each ASM to drive results and departmental success, and ensure consistent achievement of targets.
• Monitor and maintain CSI (Customer Satisfaction Index) scores at or above manufacturer national, regional, and zone benchmarks.
• Ensure all ASMs complete required manufacturer and dealership training programs in a timely and effective manner.
• Address customer concerns quickly and thoroughly to ensure a World Class service experience is delivered consistently.
• Build and maintain productive, professional relationships with manufacturer representatives to support service operations.
• Oversee manufacturer warranty processes to ensure compliance and accuracy; assist the Warranty Administrator with claim submission and reconciliation as needed.
• Prepare and distribute daily ASM performance reports to track key metrics such as hours sold, Repair Order (RO) counts, and upsell performance.
• Actively participate in dealership management meetings and initiatives as directed by the General Manager or Senior Management.
• Foster strong, collaborative relationships with department managers across the dealership to support shared goals and operational success.

2. Management & People Development

• Effectively build, manage, and develop talent to support a performance culture within the department.
• Closely manage employees, utilizing 1-on-1 meetings and Subject & Action (S&A) accountability standards.
• Conduct timely performance appraisals for employees. Ensure timely submission and monitoring of annual business plan goals for yourself and your direct reports.
• Ensure team members achieve minimum annual training requirements, as appropriate.

3. General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

4. Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide “World Class Customer Service” for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.

QUALIFICATIONS:

1. Education:

• High school diploma/equivalent is minimally required.
• 2-year associate degree or equivalent is preferred.

2. Experience:

• 3 years of prior experience as an Assistant Service Manager (ASM) or Service Advisor at a service facility is minimally required.
• Previous supervisory experience is preferred.

3. Other Knowledge, Skills, Abilities & Competencies:

• Demonstrate a high level of energy with good sales skills.
• Maintain confidentiality of business-related information.
• Exceptional internal and external customer service skills.
• Ability to work with software and internal systems, including Microsoft Office applications and Dealership Management Systems.
• Ability to work in a fast-paced environment.
• Must be an effective communicator (oral and written) with management and leadership skills.
• Ability to analyze and solve problems in a structured environment.
• Must possess a value system consistent with the company’s culture.
• Must possess and continuously maintain a valid driver’s license with an acceptable driving record.

This does not necessarily list all responsibilities, duties, requirements, or efforts associated with the job. While this list is intended to be an accurate reflection of the job, the company reserves the right to review and modify as circumstances or business needs require.