Automotive Dealership Service Drive Manager

JOB DUTIES:

1. Primary Responsibilities:

• Directly supervise the Assistant Service Managers (ASMs) to ensure efficient and customer-focused front-line service operations.
• Establish clear performance goals and accountability standards for each ASM to drive results and departmental success, and ensure consistent achievement of targets.
• Monitor and maintain CSI (Customer Satisfaction Index) scores at or above manufacturer national, regional, and zone benchmarks.
• Ensure all ASMs complete required manufacturer and dealership training programs in a timely and effective manner.
• Address customer concerns quickly and thoroughly to ensure a World Class service experience is delivered consistently.
• Build and maintain productive, professional relationships with manufacturer representatives to support service operations.
• Oversee manufacturer warranty processes to ensure compliance and accuracy; assist the Warranty Administrator with claim submission and reconciliation as needed.
• Prepare and distribute daily ASM performance reports to track key metrics such as hours sold, Repair Order (RO) counts, and upsell performance.
• Actively participate in dealership management meetings and initiatives as directed by the General Manager or Senior Management.
• Foster strong, collaborative relationships with department managers across the dealership to support shared goals and operational success.

2. Management & People Development

• Effectively build, manage, and develop talent to support a performance culture within the department.
• Closely manage employees, utilizing 1-on-1 meetings and Subject & Action (S&A) accountability standards.
• Conduct timely performance appraisals for employees. Ensure timely submission and monitoring of annual business plan goals for yourself and your direct reports.
• Ensure team members achieve minimum annual training requirements, as appropriate.

3. General

• Ensure prompt and regular attendance.
• Perform other appropriate duties as may be assigned by Management.
• Travel as business needs may require.

4. Quality & Continuous Improvement

• Personally commit to quality in all aspects of work.
• Provide “World Class Customer Service” for internal and external customers.
• Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Participate on teams to research, measure, and correct problems and to strive for process improvement.
• Communicate and exemplify the Company’s Mission Statement, Vision Statement, Values, and Philosophy.
• Attend at least ten (10) credit hours of training each calendar year to continue development of work-related skills.