Basil Family Dealerships is looking for an experienced Service Manager to join our team! The ideal candidate will be energetic, multi-tasking, personable, and hard-working with a strong background in service management and customer service. The Service Manager is responsible for overseeing the daily operations of the service department. This includes managing service advisors, technicians, and support staff to ensure efficient workflow, exceptional customer service, and department profitability. The Service Manager ensures all service operations align with dealership goals, manufacturer standards, and customer expectations.
If you have these characteristics and want to make a positive change in your life, apply now!
Position: Service Manager
Location: Buffalo, NY View locations here
Service Manager Schedule: Full Time - Flexible schedule- No Sundays!!!
Responsibilities:
- Hire, train, mentor, and supervise service department staff, including service advisors, technicians, and porters.
- Foster a positive team environment focused on customer satisfaction and productivity.
- Conduct regular team meetings, performance evaluations, and provide ongoing coaching.
- Customer Service & Satisfaction
- Ensure high levels of customer satisfaction through professional and timely communication.
- Resolve customer complaints or concerns effectively while protecting the dealership’s interests.
- Monitor CSI (Customer Satisfaction Index) scores and implement improvement strategies as needed.
- Workflow & Shop Efficiency
- Oversee daily repair order flow and ensure timely completion of work.
- Assign work to technicians based on skill level and workload.
- Monitor shop productivity and adjust staffing or scheduling to maximize efficiency.
- Promote and sell service and maintenance packages to increase department revenue.
- Monitor service department KPIs including labor hours, effective labor rate, and gross profit margins.
- Review and approve estimates, invoices, and warranty claims.
- Ensure adherence to manufacturer warranty and policy guidelines.
- Maintain compliance with local, state, and federal regulations (e.g., OSHA, EPA).
- Implement quality control procedures to ensure repairs are done correctly the first time.
- Oversee parts availability and ensure coordination with the parts department.
- Manage tool and equipment needs, repairs, and replacements.
- Establish and maintain vendor relationships for outsourced services.
- Maintain accurate records of customer interactions, repair orders, and employee performance.
- Prepare and analyze weekly and monthly service department reports.
- Assist in developing and maintaining the department budget.
What We're Looking For:
- 5+ years of automotive service management experience with hands-on import brands
- Proven ability to lead-high performing service teams including advisors, technicians, and support staff
- Strong knowledge of import vehicle diagnostics, warranty processes, and manufacturer standards
- Experience managing service department operations including:
- CSI scores
- Productivity & efficiency
- Revenue growth & gross profit performance
- Ability to train, coach and mentor staff while enforcing accountability and performance standards
- Deep understanding of
- Import repair procedures and technology
- Manufacturer compliance & certification requirements
- Warranty coding and audit standards
- Strong leadership, communication and conflict resolution skills
- Proficient with service department systems
- Demonstrated success in customer retention and service excellence
- Ability to work in a fast-paced, high-volume environment
- Valid driver's license with acceptable driving record
- ASE certifications preferred; OEM import certifications strongly preferred
