Service Drive Manager

Position Summary

The Service Drive Manager is responsible for overseeing the daily operation of the dealership’s service drive and ensuring an exceptional customer experience from vehicle check-in through service completion. This position leads the service drive team, coordinates with Service Advisors and Technicians, and works closely with management to maximize customer satisfaction, service retention, repair-order profitability, and overall department performance.

The ideal candidate is an experienced automotive professional with strong leadership, communication, organizational, and customer-service skills who can effectively manage a fast-paced service environment.

Key Responsibilities

Manage the daily operations and workflow of the service drive.
Lead, coach, and motivate Service Advisors.
Ensure customers are greeted promptly and professionally upon arrival.
Monitor vehicle check-in, write-up, dispatch, repair progress, and vehicle delivery processes.
Maintain an efficient flow of vehicles through the service department.
Work closely with Service Advisors, Technicians, Parts, and Fixed Operations management to resolve workflow issues.
Monitor customer concerns and assist with difficult or escalated situations.
Ensure accurate documentation of customer concerns, vehicle condition, recommended services, and repair orders.
Review repair orders for accuracy, completeness, and appropriate documentation.
Promote maintenance and repair recommendations while maintaining a customer-first approach.
Help increase customer-pay, maintenance, and declined-service opportunities.
Monitor service drive traffic, appointment volume, technician capacity, and daily production.
Track key performance indicators such as customer satisfaction, hours per repair order, effective labor rate, retention, closing ratios, and service sales.
Ensure dealership policies, manufacturer standards, safety procedures, and customer-service expectations are followed.
Conduct regular team meetings, coaching sessions, and performance reviews.
Assist with training new employees and developing existing team members.
Maintain a clean, organized, professional, and safe service drive.
Assist management with scheduling, staffing, process improvement.
Maintain strong relationships with customers to encourage repeat business and long-term loyalty.

Qualifications

3+ years of automotive dealership or automotive service experience preferred.
Previous leadership or management experience strongly preferred.
Strong understanding of automotive maintenance and repair processes.
Excellent customer-service and communication skills.
Ability to lead and motivate a team in a high-volume environment.
Strong organizational and problem-solving abilities.
Ability to manage multiple priorities while maintaining attention to detail.
Professional appearance and demeanor.
Valid driver's license with an acceptable driving record.

Preferred Skills

Service Advisor or Service Manager experience.
Knowledge of dealership fixed-operations processes.
Experience with Reynolds & Reynolds Ignite
Strong sales and negotiation skills.
Ability to read and understand repair orders and technician recommendations.
Experience managing CSI/customer satisfaction metrics.
Strong understanding of manufacturer warranty and maintenance requirements.

Performance Expectations

Success in this position will be measured by:

Customer satisfaction and CSI performance.
Service-drive traffic and vehicle flow.
Service retention and repeat business.
Repair-order volume and profitability.
Customer-pay sales performance.
Service Advisor productivity.
Accuracy and efficiency of repair-order processing.
Employee performance, development, and retention.
Compliance with dealership and manufacturer standards.

Work Environment

This is a full-time, hands-on management position in a fast-paced automotive dealership environment. The Service Drive Manager should be comfortable working directly with customers and employees while spending significant time on the service drive and within the service department. Evening and weekend availability may be required based on dealership operating hours.

Compensation & Benefits

Competitive salary and performance-based compensation.
Medical, dental, and vision insurance.
401(k) and/or retirement plan.
Paid time off and holidays.
Employee vehicle/service discounts.
Manufacturer and dealership training.
Career advancement opportunities.

Pay: $85,000.00 - $100,000.00 per year

Work Location: In person

TEAM TOYOTA OF PRINCETON

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Automotive Service Drive Manager