Head of Client Support Services

Job Description

Job Description Automotive Service Manager

Job Summary We are seeking an experienced and motivated Automotive Service Manager to oversee the daily operations of our automotive service department. The Service Manager will lead and support service technicians, manage workflow and scheduling, ensure quality and timely repairs, and provide excellent customer service. This position is responsible for maintaining a safe, efficient, and productive service environment while meeting company goals.

Essential Duties and Responsibilities

Oversee the daily operations of the automotive service department, including workflow, scheduling, and assignment of repair work.

Lead, supervise, train, and motivate service technicians and other service department employees.

Monitor the quality, accuracy, and timeliness of vehicle repairs and maintenance.

Ensure all work is performed in accordance with company policies, manufacturer specifications, and applicable safety standards.

Review repair orders, service records, estimates, and technician productivity.

Communicate with customers regarding vehicle concerns, recommended repairs, repair timelines, and service costs.

Address customer questions, concerns, and complaints professionally and work toward timely resolutions.

Coordinate with technicians and other departments to ensure efficient completion of service work.

Monitor inventory of parts, supplies, tools, and equipment and coordinate orders as needed.

Ensure service areas, equipment, and workstations are maintained in a clean, organized, and safe condition.

Identify opportunities to improve service department efficiency, productivity, and customer satisfaction.

Assist with hiring, onboarding, training, coaching, and performance management of service department employees.

Monitor department performance and assist with achieving productivity, revenue, and profitability goals.

Maintain accurate service and operational records and complete required reports.

Ensure employees follow proper vehicle handling, equipment use, and workplace safety procedures.

Perform other duties as assigned.

Qualifications

• 3+ years of experience in automotive service, repair, or a related field.
• Previous supervisory or service management experience preferred.
• Strong knowledge of automotive repair and maintenance procedures.
• Excellent leadership, communication, organizational, and customer service skills.
• Ability to prioritize multiple service requests and manage workflow in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Knowledge of automotive safety practices and service standards.
• Ability to use service management, scheduling, estimating, and inventory systems.
• Valid driver's license and acceptable driving record, as required.

Qualifications

Experience managing an automotive repair shop, dealership service department, or fleet service operation.

ASE certification or other relevant automotive certifications.

Experience with service department performance metrics, repair orders, estimates, and inventory management.