Service Manager

Service Manager

Ron Carter Automotive - Alvin, Texas

Position Summary

Ron Carter Automotive is seeking a driven, hands-on Service Manager to lead all daily service department operations, including service advisors, technicians, dispatch, workflow, customer satisfaction, and departmental performance.

This is a highly visible leadership position for an individual who understands how to build a productive, efficient, customer-focused service operation while developing employees and driving profitability. The Service Manager will be responsible for leading the entire service team, optimizing shop performance, improving customer retention, and creating a culture of accountability and continuous improvement.

The ideal candidate is a strong operational leader who enjoys being in the shop, coaching technicians, supporting advisors, solving problems, and creating processes that drive results.

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Department Leadership

The Service Manager is responsible for the day-to-day leadership and performance of the entire service department, including service advisors, technicians, dispatch, warranty administration, and support personnel.

This position is responsible for translating departmental goals into daily execution by ensuring the team has the leadership, accountability, training, resources, and processes necessary to achieve operational and financial objectives.

The Service Manager will:

• Lead and develop both service advisors and technicians.

• Ensure efficient coordination between the service drive, shop, parts department, and warranty administration.

• Monitor department performance and take immediate action to address production, customer satisfaction, or workflow concerns.

• Maintain accountability for productivity, efficiency, quality, communication, and customer experience.

• Drive a culture focused on teamwork, urgency, continuous improvement, and operational excellence.

• Create development plans that help employees grow their skills and advance their careers.

• Ensure departmental goals are consistently communicated, understood, and achieved.

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Key Responsibilities

Service Operations Leadership

• Lead daily service department operations and shop workflow.

• Monitor production throughout the day to ensure work progresses efficiently.

• Maximize technician productivity, efficiency, utilization, and available shop capacity.

• Identify bottlenecks and implement solutions to improve workflow between technicians, service advisors, dispatch, and parts personnel.

• Improve repair order flow, dispatching practices, and stall utilization.

• Ensure work is performed correctly, on time, and in accordance with quality standards.

• Maintain accountability for productivity, attendance, quality, and performance expectations.

• Assist with difficult repairs, technical concerns, and operational challenges as needed.

• Ensure proper scheduling and workload distribution across the department.

• Evaluate staffing needs and make recommendations to support growth and performance.

Team Development and Leadership

• Recruit, develop, coach, and retain high-performing service department personnel.

• Provide leadership and guidance to service advisors, technicians, dispatchers, warranty administrators, and support staff.

• Identify training needs and ensure ongoing employee development.

• Develop improvement plans for underperforming employees while recognizing and advancing top performers.

• Conduct regular coaching sessions, performance evaluations, and team meetings.

• Foster a culture of accountability, teamwork, professionalism, and continuous improvement.

• Partner with Human Resources on staffing, employee relations, performance management, and compliance matters.

Customer Experience

• Ensure every customer receives professional, timely, and transparent communication throughout the service process.

• Monitor customer satisfaction results and implement corrective action when needed.

• Resolve escalated customer concerns promptly and professionally.

• Work closely with advisors to deliver an exceptional ownership experience while maintaining operational efficiency.

• Build long-term customer relationships through quality workmanship, trust, and consistent communication.

• Support customer retention initiatives and dealership growth objectives.

Financial and Performance Management

• Achieve departmental revenue, gross profit, productivity, and customer retention goals.

• Monitor and improve key performance indicators, including:

o     Total hours produced

o Hours per repair order

o Hours per technician

o Technician productivity

o Technician efficiency

o Technician utilization

o Effective labor rate

o Shop capacity

o Customer Pay production

o Warranty production

o Internal production

o Comeback rate

o Customer satisfaction metrics

• Analyze operational and financial reports to identify performance opportunities.

• Implement measurable action plans to improve department profitability and efficiency.

• Maintain expense control while supporting business growth and operational effectiveness.

Process Improvement and Quality Control

• Evaluate shop and service drive processes to identify opportunities for greater efficiency.

• Develop and implement best practices for dispatch, workflow management, advisor performance, and technician productivity.

• Establish and maintain quality control procedures that reduce repeat repairs and improve customer confidence.

• Ensure repair documentation is accurate, complete, and compliant.

• Maintain proper authorization, documentation, and invoicing procedures.

• Promote a continuous improvement mindset throughout the department.

Safety and Compliance

• Ensure compliance with all company policies and applicable federal, state, and local regulations.

• Maintain a clean, organized, safe, and professional work environment.

• Enforce workplace safety standards, equipment requirements, and environmental regulations.

• Protect company assets, tools, customer vehicles, and confidential information.

• Ensure all employees follow established operational and safety procedures.

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