Automotive Service Writer/Manager

Job Description

Job Description

EXPERIENCED AUTOMOTIVE SERVICE MANAGER

MrKitt’s Service Center, Inc.

Position Summary

MrKitt’s Service Center, Inc. is seeking a highly experienced Automotive Service Manager who knows the automotive repair business inside and out.

This is not an entry-level management position.

We are looking for someone who understands cars, diagnostics, repairs, technicians, customers, shop workflow, sales, profitability, and team leadership. The right candidate must be able to walk into a busy repair shop, understand what is happening on the floor, communicate intelligently with technicians, explain repairs clearly to customers, manage workflow, and keep the entire operation moving efficiently.

You do not have to be the technician performing every repair, but you must have enough automotive knowledge and experience to understand what the technicians are diagnosing, recognize when something does not make sense, properly communicate repair recommendations, and confidently manage the service department.

The Service Manager will be responsible for the day-to-day performance of the repair operation and will serve as the primary connection between customers, technicians, service advisors, vendors, and ownership.

Our expectation is simple: excellent customer service, accurate repairs, a productive team, an organized shop, and profitable operations.

What We Are Looking For:

We are specifically looking for someone who:

• Has extensive, hands-on knowledge of the automotive repair industry.
• Understands how vehicles operate and is familiar with modern automotive systems and diagnostics.
• Can communicate effectively with experienced automotive technicians.
• Can review diagnostic findings and repair recommendations with confidence.
• Understands labor times, parts, repair procedures, estimates, and repair orders.
• Knows how to properly manage a busy automotive repair shop.
• Has strong customer service and sales skills.
• Can manage personalities, solve problems, and hold employees accountable.
• Understands shop profitability, productivity, efficiency, and customer retention.
• Can take ownership of the service department without requiring constant supervision.

If your management experience is outside of the automotive repair industry, this position is not the right fit.

Key Responsibilities:

Automotive Service Operations:

• Manage the complete daily workflow of the automotive repair department.
• Schedule vehicles based on shop capacity, technician availability, repair complexity, and promised completion times.
• Dispatch work appropriately to technicians based on skill level and workload.
• Monitor vehicles throughout the repair process to prevent unnecessary delays.
• Review technician findings, diagnostic results, inspections, and repair recommendations.
• Ensure customer concerns are accurately documented before repairs begin.
• Review and approve repair orders for accuracy, completeness, labor, parts, and supporting documentation.
• Ensure estimates accurately reflect required repairs and recommended maintenance.
• Monitor technician productivity, efficiency, billed hours, comeback rates, and overall shop performance.
• Identify bottlenecks and make immediate adjustments to keep work moving.
• Ensure Digital Vehicle Inspections are completed properly and professionally.
• Maintain an organized and efficient service department.
• Ensure completed vehicles receive appropriate quality-control checks before being released.
• Maintain compliance with Pennsylvania Safety Inspection and Emissions requirements.

Technical Automotive Knowledge:

The Service Manager must possess a strong working knowledge of automotive repair, including:

• Engine diagnostics and repair.
• Check-engine-light diagnostics.
• Braking systems.
• Steering and suspension.
• Tires and wheel alignment.
• Electrical and charging systems.
• Heating and air conditioning.
• Cooling systems.
• Fuel systems.
• Exhaust and emissions systems.
• Transmission and driveline concerns.
• Preventive and scheduled maintenance.
• Fluid leaks.
• Starting and charging systems.
• Modern vehicle electronics and computerized diagnostics.

You are not expected to personally perform every repair. However, you must understand automotive repair well enough to manage technicians, evaluate recommendations, communicate repairs to customers, and make sound operational decisions.

Customer Service & Sales:

• Deliver an exceptional customer experience from vehicle drop-off through final delivery.
• Listen carefully to customer concerns and ensure those concerns are properly communicated to technicians.
• Explain diagnostic findings and recommended repairs in clear, understandable language.
• Present repair estimates professionally and confidently.
• Communicate repair costs, priorities, timelines, and potential delays honestly and accurately.
• Build customer trust without using unnecessary pressure or misleading sales tactics.
• Follow up on declined services and recommended maintenance.
• Handle warranty concerns and comeback situations professionally.
• Resolve customer complaints quickly and fairly.
• Maintain communication with customers throughout the repair process.
• Build long-term relationships that encourage customer retention, referrals, and repeat business.

Team Leadership & Accountability:

• Lead, supervise, and support automotive technicians and service personnel.
• Set clear expectations for productivity, workmanship, professionalism, attendance, and customer service.
• Hold employees accountable for performance and shop standards.
• Conduct regular communication with technicians regarding workflow and repair status.
• Identify training and development opportunities.
• Help technicians become more productive without sacrificing repair quality.
• Address performance problems promptly.
• Help build a professional, respectful, team-oriented work environment.
• Assist ownership with recruiting, evaluating, and developing automotive personnel.
• Lead by example.

We are looking for a manager who can earn the respect of experienced automotive technicians while maintaining accountability and professionalism.

Business & Financial Performance:

• Understand and manage the financial side of the service department.
• Monitor labor sales, parts sales, gross profit, average repair order, productivity, efficiency, and other key performance indicators.
• Monitor parts and labor margins.
• Reduce unnecessary discounts, missed labor, incomplete estimates, and revenue leakage.
• Ensure all work performed is properly documented and billed.
• Help improve average repair order and customer retention through legitimate service recommendations.
• Assist with fleet accounts and commercial customers.
• Support warranty and extended-service-contract opportunities.
• Identify opportunities to improve shop efficiency and profitability.
• Work directly with ownership to establish and achieve monthly and annual performance goals.

Shop Management & Organization:

• Maintain accurate records within the shop management system.
• Ensure repair orders are updated throughout the repair process.
• Coordinate with parts suppliers and vendors when necessary.
• Monitor parts availability and repair delays.
• Maintain a clean, professional, and organized customer and shop environment.
• Ensure company policies and procedures are followed.
• Help maintain proper safety practices throughout the facility.
• Protect company equipment, customer vehicles, and company assets.

Required Qualifications:

• Minimum 5+ years of significant automotive repair industry experience.
• Proven experience as an Automotive Service Manager, Service Director, Service Advisor/Writer, Shop Manager, Lead Technician, or similar automotive leadership position.
• Extensive knowledge of automotive repair and diagnostics.
• Strong understanding of automotive terminology, repair procedures, labor times, parts, and estimating.
• Proven ability to manage automotive technicians.
• Strong leadership and employee-management skills.
• Strong automotive sales and customer-service experience.
• Excellent verbal and written communication skills.
• Ability to explain technical automotive information to customers in simple language.
• Ability to handle difficult customer situations professionally.
• Strong organizational and multitasking abilities.
• Ability to work effectively in a fast-paced automotive repair environment.
• Understanding of shop KPIs, productivity, efficiency, and profitability.
• Experience with automotive shop-management software.
• Tekmetric experience strongly preferred.
• Knowledge of Pennsylvania Safety Inspection and Emissions requirements preferred.
• Valid driver’s license and acceptable driving record.

Who Will NOT Be a Good Fit:

This position is probably not for you if:

• Your primary management experience is outside the automotive industry.
• You have limited knowledge of automotive repair.
• You cannot confidently discuss repairs with experienced technicians.
• You are uncomfortable presenting repair recommendations to customers.
• You have never managed the workflow of a busy automotive repair facility.
• You avoid difficult conversations with employees or customers.
• You need constant direction to manage daily operations.
• You cannot balance customer satisfaction with productivity and profitability.

We are looking for someone who can take ownership of the service department and lead it.

Compensation & Benefits:

• Competitive salary based on experience and qualifications.
• Performance-based bonus opportunities.
• Paid holidays.
• Ongoing automotive and management training.
• Professional development opportunities.
• Opportunity for advancement as the company continues to grow.
• Stable position with an established, community-focused automotive service company.

Join MrKitt’s Service Center, Inc.

We are not simply looking for someone to write service tickets.

We are looking for an automotive professional who understands the business, understands cars, understands customers, and knows how to lead people.

If you have spent years in the automotive repair industry, know how a successful shop should operate, can earn the respect of technicians, know how to take care of customers, and are ready to take responsibility for the performance of an entire service department, we want to speak with you.

Experienced automotive professionals only.

Apply today to join MrKitt’s Service Center, Inc.

MrKitt’s — We Keep Philadelphia Moving.