Head of Client Support Services

The Home of Champions in the Automotive Industry Join a trusted automotive brand where safety, integrity, teamwork, and exceptional service drive everything we do.

A Service Manager exemplifies professional integrity, strong leadership skills, robust business acumen, extensive knowledge of automotive industry practices and procedures, and a passion for delivering quality work, exceptional customer service, and exceeding business goals while supporting and collaborating with the Store Manager and managing daily operations of the service department. A Service Manager must exercise discretion and independent judgment with respect to matters that have a significant impact on business operations.

Manage the service department's daily operations, including scheduling, staffing, customer satisfaction, and workflow optimization.

Analyze and monitor key performance indicators (KPIs) to track service department performance and identify areas for improvement.

Develop and implement strategies for customer retention and future business growth to maximize and exceed business objectives and sales and profitability goals.

Provide legendary customer service and ensure customer satisfaction through professional and effective customer interactions and communications. This includes but is not limited to achieving high call conversion rates, correctly applying sales promotions and discounts, promoting financing options, ensuring quality repair services, conducting post-service follow-ups, obtaining positive customer reviews, and effectively resolving customer concerns and complaints promptly.

Serve as the primary point of contact for customers regarding service inquiries, estimates, and concerns.

Manage parts inventory, procurement, and supply chain relationships to ensure adequate stock levels and timely availability of parts for repairs and maintenance services.

Monitor parts pricing, margins, and usage trends to optimize inventory management and profitability.

Oversee, analyze, manage, and control inventory levels, inventory shrinkages, business costs and expenses, responsible use of P-Card, payroll management, injury and damage claims, and more to support business objectives and budgets.

Act as a key holder for the facility and successfully fulfill opening and closing procedures, including but not limited to nightly deposits, system close-out procedures, responding to alarms and security concerns after hours, and more.

Analyze, reduce, and minimize workplace safety concerns, injuries, and damages through training, enforcement, and service team compliance with OSHA and company safety policies, procedures, and industry best practices.

Ensure test drives are conducted correctly and in accordance with company policy, procedures, safety best practices, and traffic laws.

Maintain a clean, organized, and safe work environment in accordance with company policies and OSHA regulations.

Stay current on industry trends, technology advancements, and regulatory changes affecting automotive repair and safety.

Collaborate with the Store Manager and senior management to develop and execute business plans, directives, initiatives, programs, budgets, and more.

Direct supervisory responsibility, including the authority to direct, train, develop, mentor, support, evaluate, and effectively discipline service employees to ensure high-quality workmanship, customer satisfaction, and workplace culture.

Participates in and provides recommendations for the hiring, firing, advancement, promotion, or any other change of status of other employees.

Lead and foster a strong, inclusive, and cohesive team environment and culture to effectively value and develop employees, exceed business goals, and provide legendary customer service.

Implement, champion, and enforce business and leadership initiatives, directives, policies, procedures, best practices, and programs through conducting team meetings, training, audits, and more.

Manage the workflow, quality of work, and work schedules for all service employees.

Excellent people management skills.

Excellent sales and customer service skills.

Extensive knowledge of the automotive industry, automotive repair, business acumen, finance principles, procedures, and best practices.

Strong technical knowledge of automotive systems, diagnostics, and repair procedures.

Excellent time management skills.

Proficient with technology, computer, and software systems, including Digital Vehicle Inspections (DVI).

Proficient in inventory and expense management.

Ability to thrive in a high-paced sales environment.

Ability to manage priorities, multitask, and complete objectives with minimal supervision.

A high school diploma or equivalent is required; a bachelor’s degree in business management or a related field is a plus.

In support of a positive, professional, safe workplace culture and environment, we adhere to a zero-tolerance policy for drugs, alcohol, weapons, violence, harassment, or discrimination in accordance with our company policies and employment laws, as applicable. This job operates in a fast-paced automotive retail and repair environment where employees are regularly exposed to indoor and outdoor climates and changing temperatures, automotive tools, equipment, fluids, and chemicals. The proper enforcement and use of Personal Protective Equipment (PPE), adherence to uniform standards, and compliance with OSHA safe workplace standards are required.

frequent lifting and carrying heavy parts and equipment weighing up to 50 pounds or more; This full-time, salary (overtime exempt), onsite position requires at least 50 hours of work per week. Business operations are Monday through Saturday and Sunday at various locations. Hours of operation and days of work may vary by location, business needs, and work schedules. This position regularly requires long hours and frequent weekend work.

Travel

This position requires up to 25% travel between local stores. Overnight travel requirements are less than 5% unless on a particular assignment. Travel and mileage reimbursements may apply, subject to Company policy.

Leeds West Groups provides equal employment opportunities to all employees and employment applicants without regard to race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity and expression, age, ancestry, citizenship, physical or mental disability, genetic information, marital status, veteran status, or any other classification protected by applicable local, state, or federal laws.

Leeds West Groups meets all its obligations under the Americans with Disabilities Act and state and local disabilities laws. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of their jobs. Health, dental, and vision insurance

Flexible and health savings account options

Retirement savings plan

Voluntary life and disability insurance plans

Paid time off and holidays

Performance awards

Professional development opportunities and reimbursements

Employee discounts on automotive services and products

We value diversity and are committed to creating an inclusive, respectful, and safe workplace.

Reasonable accommodations are available for individuals with disabilities throughout the hiring process.