Parts & Service Manager

Parts and Service Manager

Position Summary

The Parts and Service Manager is responsible for the overall performance, profitability, and productivity of the Parts and Service Departments. This role oversees daily operations, employee development, customer satisfaction, workflow management, and financial success. The manager must be an organized leader who drives performance, maintains manufacturer compliance, and delivers world-class service experiences.

Essential Duties and Responsibilities

Customer Satisfaction

• Maintain a CSI (Customer Satisfaction Index) score of 90% or higher.
• Follow up on all negative customer surveys or complaints within 24 hours.
• Ensure all customers are greeted promptly and provided with fair estimates on repair costs and completion timeliness.
• Ensure consistent follow-up communication with service customers within 3 business days.
• Ensure service files are up to date and readily accessible for reference.

Financial Management

• Meet or exceed monthly gross profit goals for both parts and service.
• Maintain parts inventory turns at or above 3x annually.
• Achieve an effective labor rate within 5% of the posted labor rate.
• Minimize policy adjustments and write-offs to less than 1% of monthly revenue.
• Maintain and submit reporting systems as required by corporate management.

Productivity and Efficiency

• Maintain technician productivity above 85% and efficiency above 100%.
• Monitor RO aging daily and ensure all work orders are closed and collected immediately upon completion.
• Ensure all warranty claims are closed within 45 days of repair completion.
• Maintain timely work order processing; less than 10% of open ROs should be older than 30 days.
• Conduct periodic quality control checks to ensure completed work meets performance and customer satisfaction standards.

Sales and Growth

• Increase retail parts sales year-over-year.
• Promote upselling of recommended maintenance or accessories during service write-ups.
• Drive service menu adoption across 80% of eligible repair orders.

Operational Oversight

• Oversee accurate and efficient opening, assignment, and closure of work orders.
• Schedule repairs to minimize technician idle time and optimize shop capacity.
• Maintain inventory accuracy through cycle counts and monthly audits.
• Monitor RO aging daily and address overdue repairs.
• Ensure fill rate of stocked parts is 85% or higher.
• Ensure all invoices are submitted daily to accounts payable
• Follow up on all special-order parts within 48 hours of the expected delivery date.
• Ensure all repair orders and parts invoices meet manufacturer and warranty policy requirements.

Team Leadership and Shop Management

• Responsible for identifying and de-escalating internal conflicts in the shop or counter areas before they affect workflow or morale.
• Conduct daily huddles, weekly department meetings and monthly departmental meetings to review performance, goals and action items.
• Monitor time clock accuracy and adjust as needed.
• Enforce all safety and cleanliness standards in the shop and customer areas.

Communication

• Respond to internal and external communications within 1 business day.
• Build and maintain collaborative relationships across all departments.
• Serve as the primary liaison with factory representatives and OEM personnel.
• Submit required management reports to the General Manager and applicable corporate personnel.

Staff Development

• Complete monthly performance check-ins with team members.
• Identify training needs and coordinate ongoing technical training and certification programs.
• Maintain low employee turnover through team engagement and strong leadership.

Compliance

• Enforce strict adherence to company policies and safety standards.

Other Duties

• Attend dealership service manager meetings as scheduled.
• Perform other duties as apparent or assigned by the General Manager or corporate leadership.

Qualifications

• Minimum 5 years of experience in parts or service management, preferably in a dealership environment.
• Strong knowledge of dealership operations, DMS systems, and manufacturer compliance.
• Proven leadership, communication, and team development skills.
• Ability to analyze financial reports and make informed operational decisions.

Physical Requirements

• Must be able to lift up to 50 pounds.
• Regularly required to stand, walk, reach, bend, and operate in shop conditions (noise, heat, cold).

Work Schedule

• Full-time position: schedule includes weekdays and Saturday’s based on business needs.