Parts and Service Manager - Buick GMC Cadillac of Pensacola

At Step One Automotive, we are committed to an environment where the customer is always treated with respect and dignity. Our team members are our most valuable resource and growth is encouraged through diligence, teamwork & creativity. Above all, there is the highest standard of honesty and integrity when conducting business. Find out why we are a step above the rest! Apply today!

Job Summary

The Parts and Service Manager is responsible for the overall leadership and daily operations of both the service and parts departments. This role ensures outstanding customer service, strong team performance, operational efficiency, and adherence to all dealership processes and safety standards. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties/Responsibilities

Service Department Leadership

• Schedule and assign daily work objectives for service consultants.
• Lead daily team meetings to align staff with performance goals, address process adherence, and recognize wins.
• Set daily customer pay, tire, and alignment sales goals and ensure they are met.
• Monitor performance, counsel service consultants with behavioral or performance issues, and provide ongoing coaching, supervision, and training.
• Ensure proper advisor write-up process is followed, including greeting customers at their vehicle, performing a walkaround, and reviewing the service menu.
• Ensure pre-writes are completed for scheduled appointments and proper documentation is in place.
• Lead by example by writing repair orders using the correct process and providing exceptional customer service.

Customer Experience & Frontline Support

• Assist service reception during peak traffic times by greeting customers, obtaining client and vehicle information, and setting a positive tone for their visit.
• Follow up with customers post-service to ensure satisfaction with the work performed.
• Perform quality inspections on completed repairs before vehicle return to customers.
• Monitor CSI scores and customer reviews; personally contact upset customers and address poor feedback promptly.

Workflow & Communication

• Partner with other dealership departments to ensure cohesive service quality.
• Communicate with team regularly to determine job status and ensure workflow continuity.
• Review the open RO report daily and address any ROs that are open beyond the current business week.
• Monitor advisor follow-ups via tools such as Xtime and review dispatching efficiency.
• Ensure efficient dispatching; proactively resolve workflow bottlenecks.

Technician Oversight

• Conduct at least two shop walkthroughs daily to address technician needs and identify inefficiencies.
• Provide direct support to technicians and service advisors.
• Conduct weekly technician meetings to deliver business updates, training, and drive continuous improvement.
• Evaluate shop cycle time, technician productivity, and dispatching practices regularly.

Repair Order (RO) and Sales Performance

• Write at least one RO per day and manage it through completion.
• Ensure daily goals for customer pay hours per RO and upsells (tires, alignments, etc.) are achieved.
• Oversee timely RO completion:
  • Same-day completion for maintenance work.
  • Initial diagnostics completed within two business days.
  • Payment and pickup of invoiced/pre-invoiced ROs within one business day.

Safety, Compliance & Cleanliness

• Ensure compliance with OSHA, environmental regulations, and all local/federal laws related to waste disposal and workplace safety.
• Follow and enforce company safety policies, including proper handling of chemicals, tools, and hazardous materials.
• Ensure the shop and valet areas are cleaned and organized daily.

Parts Department Responsibilities

• Oversee daily parts operations: OEM and non-OEM ordering, processing returns, and managing inventory accuracy.
• Handle technician/advisor parts requests quickly and maintain a clean, organized warehouse.
• Monitor and adjust parts sales margins, aged receivables, and cost controls.
• Oversee warranty parts handling, including same-day returns and discarding expired items per OEM requirements.
• Conduct month-end analysis of freight charges, obsolescence trends, and margin performance.
• Submit reports and complete SOAG EOM process on time.
• Address parts delays and process inefficiencies

Administrative & Strategic Oversight

• Set monthly goals and hold one-on-one meetings with team members.
• Actively recruit and onboard qualified team members in both parts and service departments.
• Regularly assess and improve workflow, dispatching, and customer service practices through self-repair order reviews and performance evaluations.

Additional Duties and Responsibilities

• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.  
• Is directly responsible for managing designated employees, including but not limited to hiring, policy and procedure execution, time and attendance management, disciplinary proceedings, and the disbursement and enforcement of training and information per SOAG policy, procedures, SOPs, and guidelines.
• Maintains safe work environment and professional appearance. 
• Other tasks as assigned. 

Required Skills/Abilities

• Strong Communication and interpersonal skills 
• Flexibility to work extended hours, evenings and weekends. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to prioritize tasks and to delegate them when appropriate. 
• Ability to act with integrity, professionalism, and confidentiality. 
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. 
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. 
• Must be able to lift and move work-related items up to 30 pounds. 
• Must be able to push, pull, lift, and bend at the knees and waist, twist body at the waist, raise and hold arms overhead, and turn head-neck-shoulders as needed. 

Education and Experience

• Three years’ related experience in a Service Manager role and Three years related experience in a Parts Manager role required.
• NADA and/or NCM Parts and Service Training preferred
• Must be able to pass a background check, drug screening, and Motor Vehicle Report.
• Additional certifications as applicable 

Benefits

• Medical, Dental, Vision, and Supplemental Insurance Available!
• Company Paid Life Insurance, Free Employee Assistance Program, and 100% PAID TUTITION with Strayer University for Associate's, Bachelor's, and Master's Degrees!
• 401(k) with Company Matching after 6 months!
• Start earning Paid Time Off on Day 1, with the ability to use it after 90 days! Earn TWO WEEKS Paid Time Off your first year!
• Five Paid Holidays - 4th of July, Labor Day, Thanksgiving, Christmas, and New Year's!
• Major Discount with Working Advantage on theme park tickets, shopping, travel, and more!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.