Service Drive Manager

Dealership:
L0807 BMW of Minnetonka

BMW of Minnetonka

Pay: $80,000-$120,000 annually

Schedule : Monday-Friday(Saturdays rotating - 6/year)

The Service Drive Manager works shoulder to shoulder with the service advisors and service drive helpers, builds them into one cohesive team, and makes sure every customer visit is maximized. The role acts as the sales manager for the service advisors, driving customer pay revenue, recommendation conversion, and an exceptional customer experience in support of BMW of Minnetonka's performance targets.

Service Drive Manager also manages the daily operation of the courtesy loaner fleet and runs the service department when the Service Manager is absent. The Assistant Service Manager reports to the Service Manager.

What You'll Do

Service Drive Leadership and Sales

• Lead from the service drive, especially during peak write-up and delivery times, and assign daily work objectives for the service advisors.
• Act as the sales manager for the service advisors. Help advisors review the multi-point inspection and recommendations on repair orders before the customer is contacted, and help advisors present, price, and close the work as needed.
• Track and improve recommendation conversion, hours per repair order, and customer pay revenue for each advisor.
• Help advisors convert previously declined recommendations into booked follow-up appointments.
• Assist in service reception during peak traffic by greeting customers promptly to gather customer and vehicle information.
• Ensure all BMW Warranty Guidelines and Factory programs are followed to maintain compliance.
• Communicate with the Shop Foreman, team leaders, and technicians on job status, work performed, dispatch, and promise times.
• Make sure every advisor follows the BMW of Minnetonka service process and model it personally.

Team Leadership, Training and Development

• Hire, train, mentor, and schedule service advisors and service drive helpers, and staff the drive to match customer traffic and business demands.
• Coordinate the car wash schedule with the Reconditioning Manager.
• Hold a daily huddle on the day's appointments, pre-writes, and goals so advisors and drive helpers work as one team, plus monthly staff meetings as needed.
• Train service advisors daily using role-play, evaluation checklists, and quizzes so they are well versed in the service process.
• Develop staff by setting and communicating performance expectations, monitoring performance, identifying development needs, coaching, and mentoring.
• Recognize good work and handle performance, behavior, and disciplinary issues in a timely manner.

Customer Experience

• Own the customer experience on the drive and ensure high customer satisfaction (NPS) scores.
• Resolve customer requests, questions, and concerns in a professional, friendly, and prompt manner, including escalated customer cases.
• Keep customers informed, meet promise times, and follow up to ensure satisfaction with service work.

Courtesy Loaner Fleet

• Manage the daily operation of the courtesy loaner fleet, including fleet condition and readiness, with the service drive helpers and car wash team.
• Coordinate with service advisors on valet pickup and delivery and on loaner maintenance and repairs.
• Partner with the Reconditioning Manager and Sales Managers on the swap of incoming and retired loaner vehicles.

Operational Backup, Safety and Compliance

• Run the service department when the Service Manager is absent and work scheduled Manager-on-Duty (MOD) shifts.
• Review the open repair order report daily and resolve any open repair orders beyond the current week's business.
• Maintain the supplies required to operate the service drive.
• Inspect and maintain the cleanliness, organization, and appearance of the service drive in accordance with state and federal OSHA laws to ensure a professional, safe environment for customers and employees.
• Comply with federal, state, and local regulations, including hazardous waste and OSHA right-to-know requirements, as well as company safety procedures.
• Perform other duties as assigned.t

What You'll Bring

• 3+ years of automotive service experience, with leadership experience
• Experience driving CSI, customer retention, and service sales.
• Experience leading and developing high-performing Service Advisors.
• Experience with repair orders, customer-pay business, and service profitability.
• Manage high-volume service drive traffic and vehicle flow.
• Strong focus on customer experience, operational efficiency, and team performance.
• Valid driver's license and acceptable driving record.

Total Rewards

Base + Commissioned based role Which is also eligible for short-term and/or long-term incentives as part of total compensation, $80,000K- $120,000K

Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location. Final compensation will be established through the interview process in accordance with applicable pay equity and transparency

We offer a comprehensive benefits package designed to support you and your family, including:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

Additional information about our Total Rewards benefits can be reviewed on our careers site at totalrewards.lithiadriveway.com

About Us

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. 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). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Reasonable accommodations may be made to enable individuals to perform the essential functions.