Service Manager

The service manager oversees the service department and is responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. Additionally, they must satisfy service concerns of all customers, ensure that service is performed at the highest level and operate the department profitably.

As with all positions within dealerships, service managers are expected to uphold the highest ethical standards.

Job Duties

The service manager oversees the service department and is typically responsible for:

  • Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
  • Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
  • Providing training on administrative policies and procedures for all department personnel.  Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
  • Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
  • Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy

Job Requirements

  • Previous experience as a service advisor is advantageous
  • Extensive technical background with management training
  • Have been in the business for 15 years or more
  • Require strong communication skills to deal with customers, employees and vendors
  • Required to maintain the profitability of their departments while controlling expenses and maintaining customer satisfaction
  • Required to not only understand and keep abreast of the federal, state, and local regulations that affect their operations, but must also comply with these regulations including hazardous waste disposal, OSHA Right-to-Know and provide necessary training on these regulations and ethical practices
  • Professional certification from the National Institute for Automotive Service Excellence (ASE) is preferred

Education Requirements

  • Many service managers hold National Institute of Automotive Service Excellence (ASE) Service Consultant Certification and have at least some post-secondary education; a growing number have bachelor’s degrees in business administration or a technical field
  • Associate’s degree (or higher) in auto technology is beneficial
  • Focusing on the following coursework is useful: mathematics, computers/electronics, automotive service and technology, business and courses that teach analytical skills