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 advisers and technicians, and guide technicians through thorough, accurate inspections and reports. | Maintain adequate parts and supply inventory for daily operations. | Review and resolve escalated client concerns, complaints, and work orders. | Follow established estimating, billing, discount, and warranty procedures to meet labor and parts margin goals. | Manage parts returns, cores, defective parts, and supplier credit invoices. | Open and close the shop as scheduled (7 AM to 6 PM, Monday through Thursday), arriving by 6:30 AM unless delegated to a staff member. | Monitor and meet performance benchmarks for parts margins, labor productivity, gross profit, and car count. | Coordinate shop and equipment use, maintenance, and cleanliness for maximum efficiency. | Plan, schedule, assign, and direct staff work, and resolve client complaints (supervisory responsibility). | Support ongoing process improvement across the shop.

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.