Hands-On Service Manager: Lead Shop Performance & Customer Experience

wiseautogroup; San Diego (CA); On-site; USD 78,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Job summary

wiseautogroup is seeking a hands-on Service Manager to lead from the front, develop people, and drive accountability in a fast-paced dealership environment. You will coach Advisors, manage technicians, and optimize workflows to deliver exceptional customer experiences and sustainable profitability.

The role requires building high-performing teams, monitoring KPIs, and ensuring clear communication on repairs, pricing, and completion expectations.

Qualifications

• 5+ years of progressive dealership service experience with leadership or management responsibility preferred.
• Strong customer service and conflict-resolution skills.
• Proficiency with dealership management systems, CRM platforms, and Microsoft Office.

Responsibilities

• Lead, coach, motivate, and hold accountable all Service Department personnel.
• Maintain a visible, hands-on leadership presence throughout the Service Department.
• Support Advisors with customer communication, estimating, selling service, scheduling, and difficult situations.
• Manage technician workflow and dispatch to maximize shop capacity.
• Drive technician productivity toward high performance while developing strong performers.
• Monitor labor sales, hours, and gross profit to maintain margins.
• Review and manage WIP daily and ensure accurate repair order documentation.
• Improve customer retention through follow-up and relationship building.

Skills

Leadership

People development

Customer service

Communication

Conflict resolution

Problem solving

Tools

DMS

CRM platforms

MS Office

Job description

wiseautogroup is seeking a hands-on Service Manager to lead from the front, develop people, and drive accountability in a fast-paced dealership environment. You will coach Advisors, manage technicians, and optimize workflows to deliver exceptional customer experiences and sustainable profitability.

The role requires building high-performing teams, monitoring KPIs, and ensuring clear communication on repairs, pricing, and completion expectations.