AUTOMOTIVE SERVICE MANAGER JOB DESCRIPTION

When warranty comebacks climb and CSI scores slip below the manufacturer's benchmark, the financial and reputational cost lands squarely on the service department. The Automotive Service Manager exists to prevent that outcome - owning production targets, technician accountability, and the customer experience from the first write-up through final quality check. This role sits at the operational core of a franchised dealership, where OSHA compliance, hazardous waste disposal obligations, and factory representative relationships shape daily decisions. No other position carries simultaneous accountability for department profitability and manufacturer satisfaction index ratings.

As the Automotive Service Manager, you are accountable for the profitable, compliant, and customer-centered operation of the dealership's service department, from forecasting monthly budgets and managing warranty repair order flow to maintaining CSI scores at or above factory benchmarks. You work across service advisors, technicians, and the fixed operations director, with direct supervisory authority over all service department personnel and indirect influence on parts inventory alignment and sublet vendor relationships.

Career Impact: Building a track record of sustained CSI performance and department profitability in a franchised dealership is among the most portable credentials in the automotive retail industry, positioning experienced managers for fixed operations director roles.

Business Impact: The service department is the primary profit center in most dealerships, and the manager's decisions on technician productivity and repair order flow directly determine whether the store meets its fixed absorption targets each month.

Growth Opportunity: Exposure to manufacturer training programs, warranty policy administration, and multi-line franchise operations gives service managers the cross-functional depth that district-level and regional operations roles require.

• Lead service department operations to meet or exceed manufacturer CSI benchmarks and monthly profitability targets.
• Hire, coach, and evaluate all service department staff, including technicians and service advisors, through structured performance reviews.
• Monitor technician productivity and repair order throughput, interpreting reporting data to identify and close efficiency gaps.
• Oversee warranty repair order flow to ensure full compliance with manufacturer policy, documentation requirements, and parts retention rules.
• Serve as liaison between factory representatives, fixed operations leadership, and internal service and sales teams.
• Establish and maintain 24-hour customer follow-up processes, resolving complaints promptly and in accordance with dealership guidelines.
• Prepare and administer the annual service department operating budget, including forecasting labor, parts, and sublet repair costs.
• Ensure adherence to OSHA regulations, hazardous waste disposal requirements, and all applicable federal, state, and local service operation laws.

• Bachelor's degree in business or a related field, or equivalent work experience.
• 3 or more years of automotive service management experience, with demonstrated accountability for department profitability and CSI outcomes.
• Thorough understanding of dealer management system operations and repair order documentation workflows.
• Proven supervisory experience including hiring, scheduling, performance management, and termination authority.
• Working knowledge of manufacturer warranty policy, factory compliance procedures, and CSI scoring methodologies.
• Strong written and verbal communication skills sufficient for customer escalation handling, factory representative interaction, and staff coaching.
• Valid driver's license with a clean driving record, including ability to operate manual transmission vehicles.
• Demonstrated understanding of OSHA Right-to-Know requirements and hazardous waste disposal regulations applicable to automotive service environments.

• Experience working directly with fixed operations directors on annual budget planning and performance reporting cycles.
• Familiarity with sublet vendor management, including competitive bid solicitation and quality oversight of outside repair work.
• Prior exposure to multi-franchise or high-volume dealership service operations with 10 or more service technicians.
• Background in vocational or technical school recruitment partnerships to support technician pipeline development.

• Customer Satisfaction Index (CSI) score, measured against manufacturer benchmark monthly.
• Technician productivity ratio (billed hours versus available hours) across the department each pay period.
• Comeback rate as a percentage of completed repair orders, reflecting first-time fix performance.
• Service department gross profit versus monthly budget, tracking labor and parts margin against forecast.
• Warranty repair order compliance rate, measured by audit of documentation accuracy and parts retention.
• Typical tools: Dealer management systems (commonly CDK or DealerTrack); inspection and follow-up platforms (commonly Rapid Recon or ERA).

• Base Salary Range: $75,000 to $110,000 annually, depending on market and dealership volume
• Bonus: Monthly or quarterly performance bonus tied to CSI scores and department gross profit
• Equity: Typically not offered; some dealer groups offer profit-sharing arrangements
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by group
• PTO: 10 to 15 days annually, plus standard holidays; varies by dealership
• Common Perks: Employee vehicle purchase discounts, manufacturer training reimbursement, tool allowances

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks, motor vehicle record review, and drug screening are required as conditions of employment for all candidates selected for this role. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, or any other characteristic protected under applicable federal, state, and local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process. Candidates must be authorized to work in the United States.

The Automotive Service Manager owns daily productivity across the repair and detail shop by setting technician goals, inspecting completed vehicles, and managing sublet vendor relationships to uphold quality and cost standards. Working in direct support of the used car manager, this role shapes staff performance through hands-on training and coaching that keeps vehicles front-line ready and the shop clean and organized.

Key Responsibilities

• Manage productivity by setting goals for technicians and detailers, reviewing progress weekly with staff.
• Evaluate each vehicle to determine initial needs.
• Manage time to repair and time to send vehicle to the detail department.
• Communicate vehicle needs and upsells to the used car manager at the associated store.
• Manage sublet work and communicate with outside vendors to ensure quality, timeliness, and cost responsibility.
• Inspect and manage a high-quality, complete detail for each vehicle.
• Ensure each vehicle is fully ready for the front line prior to sending to pictures.
• Train, manage, and coach staff.
• Maintain a clean and organized repair and detail shop, including upkeep of equipment and car wash.

Required Qualifications

• 5 or more years of experience in the automotive repair industry.
• Knowledgeable about production procedures, technician time management, and financial statements.
• Strong organizational skills and attention to detail.
• Excellent written and oral communication skills.
• Motivated to achieve customer satisfaction with a customer-focused, team-building attitude.
• Dependable with a strong work ethic and ability to give and receive constructive criticism.
• Valid driver's license required.

Embedded within the service department, the Automotive Service Manager oversees the full scope of department production and serves as the primary support structure for Service Advisors and Auto Technicians. Working closely with the Fixed Operations Director, this role leads hiring, scheduling, and staff development while solving operational problems and driving service and sales objectives that keep the department running at standard.

Core Functions

• Supervise service department personnel in accordance with policies and procedures.
• Ensure processes are in place to evaluate staff, manage workflow, and communicate clearly with customers.
• Create work schedules and maintain proper accounting of Service Technicians' productivity.
• Oversee employee training and development.
• Ensure a safe working environment and proper maintenance and repair of all equipment.
• Work with the Fixed Operations Director to receive proper training.

Qualifications & Experience

• Management or supervisory experience in a shop or dealership setting required.
• Understanding of Service Department financial analysis.
• Strong customer service and customer retention skills.
• Team building, motivational, and leadership abilities.
• Must pass pre-employment testing, including background checks, MVR, and drug screen.

Reporting to senior leadership, the Automotive Service Manager leads all aspects of service department performance by monitoring technician productivity, forecasting sales and expenses, and setting goals that push the team to exceed targets. Partnering with Service Advisors on key metrics, this role builds a high-satisfaction customer environment and delivers the operational results that sustain department profitability.

Primary Duties

• Ensure smooth and profitable operation of the service department by managing people and processes.
• Manage proactive follow-up with current and previous customers.
• Monitor, interpret, and evaluate reporting for technician productivity and profitability.
• Provide oversight to Service Advisors on their performance in key metrics.
• Hire, direct, and motivate department staff to achieve maximum productivity and efficiency.
• Forecast sales, profits, and expenses for the department.
• Set sales and service goals and lead the service department to exceed targets.
• Maintain a high degree of customer satisfaction and handle customer complaints effectively.

Skills & Qualifications

• 1 to 3 years of automotive service management experience.
• Strong leadership abilities with skill in empowering and motivating others.
• Sound judgment and decision-making abilities.
• Committed to providing the highest level of customer service.
• Organized, self-driven, and detail-oriented.
• Excellent communication skills.

Sitting at the intersection of customer relations and service operations, the Automotive Service Manager delivers on department efficiency by delegating tasks, auditing completed work, and maintaining strong partnerships with manufacturers, dealers, and sales representatives. Operating across administrative, training, and client-facing functions, this role shapes the service desk and drives recurring-problem reduction through methods that protect the business and support long-term customer retention.

Duties

• Delegate and direct service tasks, monitoring project progress to ensure team objectives and sales goals are met.
• Handle customer complaints quickly and professionally to maintain relationships and ensure repeat business.
• Perform administrative tasks including managing invoices, processing orders, and tracking inventory.
• Set up and maintain a service desk, evaluating and improving its efficiency and productivity.
• Monitor department issues and client complaints to develop methods that reduce recurring problems.
• Audit work and customer service to ensure company standards, efficiency, and productivity goals are met.
• Maintain strong relationships with manufacturers, dealers, and sales representatives.
• Train new employees in company procedures and stay current on industry regulations and innovations.

Requirements

• Strong automotive industry knowledge, including best practices and modern service management approaches.
• Knowledge of CDK is beneficial.
• Exemplary problem-solving skills with the ability to implement effective resolutions for customer issues.
• Elite communication and collaboration capabilities to maintain partnerships with internal and external stakeholders.
• Forward-thinking, sales-minded attitude with ability to identify value-add business opportunities.
• Level-headed and focused approach to managing stressful situations efficiently.
• Welcoming presence with great listening skills and an empathetic outlook.

A key member of the dealership leadership team, the Automotive Service Manager builds and develops the full Service Department by managing technicians, service advisors, and support staff while ensuring all manufacturer policies and certification requirements are met. Collaborating across sales operations and service functions, this role delivers a first-time fix experience that drives customer satisfaction benchmarks and supports both new and used vehicle business.

Accountabilities

• Ensure customers receive prompt, courteous, and effective service with a positive dealership experience.
• Provide support to new and used vehicle sales operations by ensuring service needs are met efficiently.
• Handle all aspects of the service transaction from meet and greet through first-time fix resolution.
• Serve as a liaison between service advisors, technicians, and customers.
• Hire, manage, and develop Service Department employees including technicians and service advisors.
• Monitor and maintain training and certification requirements.
• Follow manufacturer and company policies and procedures to meet and exceed customer satisfaction benchmarks.

Experience & Qualifications

• 3 or more years of proven success as a Service Manager in a dealership or service repair shop.
• Thorough understanding of the value of high CSI scores.
• Top-level management skills with a strong work ethic and positive attitude.
• Strong communication and collaboration skills with a driven, professional approach.
• Intermediate computer proficiency required, with DealerTrack experience a plus.

Consistent monthly budget achievement and outstanding CSI results depend on the Automotive Service Manager, who leads a team of Service Advisors, delegates and schedules work, and serves as the communication bridge between customers and the back of house. Based within a multi-franchise dealership environment, this role coaches and develops team members through ERA systems reporting and hands-on support that keeps customer service delivery at the highest standard.

Leadership Responsibilities

• Lead a team of Service Advisors in delivering outstanding customer service and achieving CSI targets.
• Serve as the point of contact between the customer and back of house, communicating vehicle information accurately.
• Delegate and schedule work across the service team.
• Coach, develop, and assist team members as required.
• Report operations through ERA systems.

Position Requirements

• Proven experience as a Service Manager or Assistant Service Manager.
• Multi-franchise experience required.
• Demonstrated ability to assist and lead a service team effectively.
• Exceptional customer service skills.
• Strong organizational and time management skills.
• Ability to think quickly and solve problems under pressure.
• Reliable, punctual, and hardworking disposition.
• ERA, ERA Net, or Power experience highly regarded.

As the Automotive Service Manager, this role leads and mentors staff and technicians through service operations, builds repair orders from digital inspection findings, and delivers sales and service advice directly to customers at check-in. The service department relies on this work to ensure store performance meets company expectations and goals through accurate estimates, positive customer experiences, and a self-motivated approach to daily operations.

Operational Focus

• Lead, manage, and mentor staff and technicians across service department operations.
• Provide sales and service advice to customers based on inspection findings.
• Greet and check in customers, collecting information to provide accurate services.
• Review store operations against company expectations and goals.
• Build accurate estimates and repair orders, presenting digital inspection findings to support service recommendations.

Knowledge Skills & Abilities

• Automotive industry experience preferred.
• Experience as a Manager in retail or a similar service environment.
• Excellent customer service skills with a track record of delivering positive experiences.
• Strong sales skills with a self-motivated, goal-oriented, and competitive outlook.
• Honest, loyal, and trustworthy character.
• Valid driver's license required.

Automotive Service Manager oversees the assigned AAA East Central Emergency Road Service and Approved Auto Repair contractor facilities to maintain prompt, efficient, and courteous service to AAA members on a 24-hour, 365-day basis. The work directly supports implementation of Club and national strategies across the contractor network, ensuring all assigned facilities meet or exceed quality performance standards cost-effectively through visitations, training, and rigorous follow-up.

Strategic Responsibilities

• Implement external strategies and training objectives for the assigned contractor group.
• Conduct ERS facility visitations to review programs, provide training, and address substandard performance.
• Maintain a monthly log of all visitations and actions taken.
• Provide timely follow-up on ERS extra payment requests, mis-paid calls, and member complaints or damage reports.
• Attend scheduled ERS and AAR meetings and implement plans to enhance efficiency and reduce costs.
• Oversee assigned Approved Auto Repair facilities to ensure adherence to program criteria and quality standards.

Education & Experience

• Bachelor's degree in business preferred, or 3 to 5 years of related experience with strong mechanical aptitude.
• Demonstrated knowledge of road service and tow truck operations preferred.
• Proven ability to manage, coordinate, and influence others across multiple concurrent projects.
• Ability to identify issues, collect data, establish facts, and draw valid conclusions independently.
• Strong verbal and written communication skills for interaction with members, contract stations, and staff.
• Proficient in word processing and spreadsheet software, with basic understanding of database programs.
• Valid state vehicle driver's license required.

The Automotive Service Manager produces a highly motivated, high-performing service team by supervising technicians, planning and scheduling duties, managing parts inventory, and coaching team members on operational standards through hands-on store presence. Reporting to the Store Manager and collaborating closely with the Service Team, this role advances department efficiency by executing store processes and procedures that meet safety, inspection, and customer service requirements every day.

Job Functions

• Support the recruiting process by assisting the Store Manager on final employment decisions.
• Supervise technicians and service personnel, planning and scheduling duties and following up on assignments.
• Coach service department teammates on operational issues and service standards within company processes.
• Work directly with customers in areas of sales, service, and adjustments.
• Evaluate performance and productivity of all service department personnel.
• Manage parts inventory and outside purchases to comply with parts programs and restock in-house parts.
• Ensure store safety, proper use of safety equipment, and compliance with company safety procedures.
• Ensure proper inspections are conducted in accordance with company process requirements.

Professional Experience

• 2 or more years of experience in a Service Manager role required.
• Solid knowledge of basic OSHA laws and MSDS Compliance.
• Proven track record of exceeding business objectives.
• Outstanding leadership and store management skills with the ability to mentor others for efficiency.
• Highly organized and detail-oriented with excellent verbal and written communication skills.
• Ability to develop professional relationships with customers and team members.
• Ability to work effectively both independently and as part of a team.

Embedded within the dealership service department, the Automotive Service Manager oversees all facets of department operation, including cost control, parts stocking, warranty compliance, and safety adherence, while building a loyal client base and sustaining strong employee relationships. Working closely with the fixed operations director and general manager through monthly performance reviews, this role develops staff across all service and sales phases and ensures customer satisfaction consistently meets or exceeds the manufacturer's CSI standard.

Day-to-Day Responsibilities

• Assist all subordinate service and sales personnel across all phases of their job responsibilities.
• Document employee behavior that may result in punitive job actions such as termination.
• Work with the parts department to ensure proper stocking of high-use parts and manage competitive bids on tools and sublet repairs.
• Ensure service department employees follow safety policies and report all accidents immediately.
• Quality-check completed jobs and ensure all shop equipment is in proper working condition.
• Handle customer complaints, inconveniences, and misunderstandings fairly and quickly, maintaining proactive communication.
• Meet monthly with the fixed operations director and general manager to review performance and set objectives.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff, maintaining CSI standards.
• Ensure warranty parts retention and compliance with all manufacturer policy and procedure requirements.
• Maintain reporting systems, direct department activities, and comply with OSHA and hazardous waste disposal regulations.

Background & Experience

• High school diploma or equivalent required.
• 3 to 5 years of experience in an auto repair facility, with 2 or more years of supervisory experience.
• Previous industry knowledge of overall operations, management, and wholesale relations preferred.
• Proficient knowledge of dealership computer systems required.
• Demonstrated customer service skills.
• Excellent verbal, written, and interpersonal communication.
• Valid driver's license required, with ability to drive manual transmission vehicles.

Reporting to corporate management, the Automotive Service Manager refines department performance by forecasting goals, preparing the annual operating budget, and maintaining full manufacturer warranty and factory reporting compliance. Partnering with factory representatives and corporate leadership, this role develops and monitors all service department staff through training, spot checks, and 24-hour customer follow-up that sustains high-quality repairs and a consistent, satisfaction-focused experience.

Scope of Work

• Forecast goals and objectives for the department in collaboration with corporate management and prepare the annual operating budget.
• Hire, train, motivate, counsel, and monitor the performance of all service department staff.
• Direct and monitor department employee activities using appropriate reporting and tracking tools.
• Facilitate technical training and send employees to appropriate training schools as needed.
• Maintain a safe work environment and comply with OSHA and hazardous waste disposal regulations.
• Ensure customers are greeted promptly, given fair estimates, and that work and waiting areas are kept clean.
• Maintain high-quality service repairs, conduct spot checks of completed jobs, and minimize comebacks.
• Establish 24-hour customer follow-up to confirm satisfaction and handle complaints per dealership guidelines.
• Ensure all documents and records are accurately processed and maintained, including manufacturer warranty compliance.
• Serve as liaison with factory representatives and maintain required reporting systems for corporate management and the factory.

Minimum Qualifications

• Bachelor's degree preferred, with high school diploma required, or an equivalent combination of education and experience.
• 5 or more years of automotive service management experience strongly desired.
• Experience with dealer management systems required.
• Excellent customer service, written, and verbal communication skills.
• Strong organizational skills with the ability to analyze data, problem-solve, and multitask.
• Self-motivated and enthusiastic with a desire to coach and develop team members.
• Valid driver's license with a clean driving record required.