Service Lane Manager

Valley Imports is looking for an Automotive Service Lane Manager to join our team! The Service Lane Manager is a key leadership role responsible for overseeing and optimizing the daily operations of the service lane at the dealership. This position involves managing service advisors, ensuring exceptional customer service, and facilitating the efficient flow of vehicles through the service process.

Hours are 7am-6pm, Monday-Saturday, 50 hours per week. Salary-based pay. We offer various benefits, employee discounts, and paid time off (PTO)!

QUALIFICATIONS (minimum requirements)

Education and/or years’ experience required:

• High School Diploma or G.E.D.
• Associate’s degree in Auto Technology field.
• Valid driver’s license and acceptable driving record.

Preferred/Required Skills and Abilities:

• Mechanical background.
• Strong communication and customer service skills.
• Proven experience in automotive service management or a related role.
• Strong leadership and interpersonal skills.
• In-depth knowledge of automotive service processes and industry best practices.
• Familiarity with dealership management software and service lane technology.
• Ability to analyze data and implement improvements based on performance metrics.

Supervision of others/decision making aptitude (if applicable):

• Supervisory responsibilities are required with this position.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITES

• Supervise and lead the service advisor team, providing guidance, training, and support to ensure optimal performance.
• Conduct regular team meetings to communicate objectives, share updates, and address any challenges.
• Ensure a high level of customer satisfaction by maintaining open communication, addressing customer concerns, and resolving issues promptly.
• Train service advisors in customer service best practices and ensure consistent adherence to service standards.
• Oversee the service lane workflow to ensure a smooth and efficient process from vehicle intake to delivery.
• Collaborate with technicians and parts department to streamline service processes and minimize wait times for customers.
• Manage appointment scheduling to optimize service lane capacity and ensure efficient allocation of resources.
• Coordinate with the service scheduler and service advisors to balance workload and prioritize service orders.
• Monitor key performance indicators (KPIs) related to service lane efficiency, customer satisfaction, and advisor productivity.
• Generate regular reports for dealership management, highlighting areas of success and areas that may need improvement.
• Implement training programs for service advisors to enhance product knowledge, customer service skills, and adherence to company policies.
• Encourage ongoing professional development and certification for service advisors.
• Maintain positive relationships with vendors and suppliers to ensure timely and accurate delivery of parts and accessories.
• Negotiate favorable terms and pricing to optimize the cost of goods sold.
• Implement and monitor quality control processes to ensure that service work meets dealership and manufacturer standards.
• Address any issues related to service quality promptly and efficiently.
• Adhere to work schedule and maintain regular attendance.
• Performs Wallwork Inc.-wide duties as requested by the designated supervisor.
• Upholds Wallwork Inc. ethical standards and demonstrate the behavioral and service expectations as defined in our policies and procedures.

BENEFITS:

• Health, Dental & Vision Insurance
• Health Savings Account
• Employer-Paid Life Insurance & Long-Term Disability
• 401(k) & Profit Sharing Plan
• Voluntary Benefits
• Flexible Spending Accounts
• Paid Time Off (PTO) Plan
• Employee Assistance Program
• Employee Discounts and Special Events