Service Manager

Reports To:

Summary:

The Service Manager oversees all daily shop operations at Cary Car Care, leading advisers and technicians to deliver an excellent client experience and a safe, productive workflow. The role includes onboarding new staff, managing inventory, and coaching the team on best practices.

Responsibilities:

• Onboard and orient new Service Advisers and Technicians, providing guidance on thorough vehicle inspections and accurate repair reports.
• Maintain adequate parts and shop supply inventory to support daily operations.
• Review and resolve escalated client concerns, complaints, and work orders to ensure exceptional customer satisfaction.
• Follow established estimating, billing, discount, and warranty procedures to achieve labor and parts margin goals.
• Manage parts returns, core returns, defective parts, and supplier credit invoices.
• Open and close the shop as scheduled (7:00 AM to 6:00 PM, Monday through Thursday), arriving by 6:30 AM unless delegated to another team member.
• Monitor and meet performance benchmarks for parts margins, labor productivity, gross profit, and vehicle count.
• Coordinate shop workflow, equipment usage, maintenance, and cleanliness to maximize operational efficiency.
• Plan, schedule, assign, and direct staff work while providing leadership and resolving client concerns.
• Support ongoing process improvement initiatives to enhance shop performance, efficiency, and customer experience.

Requirements:

Associate's degree or equivalent from a two-year technical school, plus 4 years of relevant sales or customer service experience. | Valid driver's license, proof of insurance, and an acceptable driving record. | ASE C1 Service Consultant certification, or ability to obtain it within 1 year. | Strong computer, phone, and typing skills (20 WPM minimum), with excellent communication skills and the ability to calculate gross profit, productivity, efficiency, and effective labor rate.

Physical Requirements:

Regular standing, walking, reaching, and handling of tools and controls, with occasional climbing or balancing. Ability to lift up to 25 lbs frequently and 50 lbs occasionally. Exposure to noise, fumes, chemicals, and moving mechanical parts.