Automotive Service Manager

Service Manager at Knudtsen Foothills

Spokane, WA

Base Salary with Bonus Opportunities, Total Compensation $110,000 - $150,000 per year

Position summary

Knudtsen Foothills Mazda and Lincoln in Spokane, WA is hiring a Service Manager to lead, build and grow its fixed operations team. This is a leadership role first: we need someone who develops technicians, holds people accountable, and turns a well-equipped shop into a high-producing one.

The Service Manager reports to the General Manager and is responsible for the service department's people, customer experience, manufacturer standards and profitability.

The shop and the opportunity

The facility has 26 service bays, each with its own lift, and plenty of room to add technicians. The capacity is already built; the next Service Manager's job is to staff it and fill it. Currently the team consists of a Shop Foreman, Dispatcher, one A Level Tech, three B Level Techs, one C Level Tech and three Lube Techs. All the B Techs want to train up to A Techs. The right candidate will see this team and their desire to move up as an opportunity to build a clear growth path from Lube to C, C to B and B to A, and recruit to fill all open bays!

Leadership responsibilities

• Lead the Shop Foreman, Dispatcher, service advisors and technicians with clear expectations, daily presence on the shop floor and consistent follow-up.
• Build and run a written technician development path (Lube to C to B to A), including Mazda and Lincoln training schedules, certification targets and timelines for each tech.
• Move the three B-level technicians toward A-level, and develop the C-level and lube techs into the next tier.
• Recruit technicians to fill open bays, using local trade schools, manufacturer programs and referral networks as well as job boards.
• Hold weekly one-on-ones and monthly performance reviews; coach underperformers and address issues directly and fairly.
• Partner with the Shop Foreman on quality control and comebacks, and with the Dispatcher on workflow and load balancing across techs.
• Create a culture where good technicians want to stay: fair dispatching, recognition, and visible paths to higher pay.
• Model professionalism and integrity with customers, staff and the manufacturer.

Operational and financial responsibilities

• Own the service department P&L: labor sales, gross profit, expense control and technician productivity.
• Set and manage the appointment and dispatch process so all 26 bays are used efficiently.
• Drive multi-point / video inspection follow-through and menu selling to increase items per repair order and reduce one-item ROs.
• Maintain Mazda and Lincoln customer satisfaction (CSI) and process standards; resolve escalated customer concerns.
• Oversee warranty and recall work, policy requests, and timely, accurate claim submission in partnership with the warranty administrator.
• Work with the Parts Manager on parts availability, special orders and fill rate.
• Partner with sales on used-vehicle reconditioning turnaround and service-to-sales opportunities.
• Manage technician and advisor pay plans, schedules, time records and staffing levels.
• Keep the shop safe, clean and compliant with OSHA, environmental and lift inspection requirements.

How success is measured*

• Technician headcount Open bays filled with productive techs
• Technician development B-level techs advancing to A-level on a set timeline
• Technician retention Low turnover, especially among A and B techs
• Hours per RO Rising, with fewer one-item ROs
• Productivity and efficiency Shop and individual tech targets met
• Service gross profit Monthly target met
• CSI At or above Mazda and Lincoln targets
• Warranty Clean claims, minimal chargebacks
• Comebacks Low and trending down

*Specific targets will be set with the General Manager in the first 30 days.

Qualifications

Required

• 3+ years as a Service Manager, Assistant Service Manager or Shop Foreman at a franchised new-car dealership.
• Proven record of leading and developing technicians, with examples of techs you have trained up and retained.
• Strong understanding of service department financials and KPIs (labor gross, effective labor rate, hours per RO, productivity).
• Experience with a dealer management system (CDK, Reynolds, Dealertrack or similar) and digital inspection tools.
• Working knowledge of manufacturer warranty policies and procedures.
• Calm, direct communicator who can handle difficult customers and difficult conversations with staff.
• Valid driver's license and an acceptable driving record.

Preferred

• Mazda and/or Ford/Lincoln experience.
• Technician background; ASE certifications.
• Experience growing technician headcount in a competitive hiring market.

Compensation and benefits

Base salary of $70,000-85,000 per year, plus a performance bonus of $40,000-65,000 per year tied to service gross profit, CSI and technician development. Expected total annual compensation: $110,000-150,000.

• Medical, dental and vision insurance
• 401(k) with 4% company match
• Paid time off and paid holidays
• Employee discounts on vehicles, parts and service

Knudtsen Dealerships and Auto Body Shops are an equal opportunity employer and prohibits discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.