Service Department Lead — Toyota Expert & Customer Champion

Toyota of Wallingford

Wallingford (CT)

On-site

USD 55,000 - 75,000

Full time

43 hours ago

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Benefits offered by this job

Paid holidays

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K with employer match

Paid training

Growth opportunities

Employee recognition

Job summary

Toyota of Wallingford is seeking an Assistant Service Manager to lead daily service operations, coach technicians and advisors, and ensure repairs meet Toyota standards. This salaried, full-time role requires hands-on automotive repair knowledge and strong people-management skills in a fast-paced dealership setting.

You will oversee workflow, assist in warranty processes, and help deliver exceptional customer service while driving service profitability.

Qualifications

Minimum 2 years of experience in an automotive service environment (dealership experience preferred).
Strong knowledge of car repairs, diagnostics, and general automotive service operations.
Demonstrated ability to sell vehicle service, maintenance, and repair recommendations.
Prior supervisor or team lead experience in a service or shop setting.
Specific knowledge of Toyota repair procedures, standards, and workflows.
Technician Certification (ASE or manufacturer-specific, Toyota preferred).
Experience with dispatching service work and managing technician workloads.
Ability to read and interpret repair orders, technical bulletins, and service information.
Strong communication and interpersonal skills with technicians, advisors, and customers.
Solid organizational and time-management skills with the ability to juggle multiple priorities in a fast-paced environment.
Comfort using dealership management systems and basic office software for scheduling, reporting, and documentation.
Valid driver’s license with an acceptable driving record.
Fluency in English, both written and spoken.

Responsibilities

Work directly with the Service Manager to support the overall performance and profitability of the Service department.
Supervise, coach, and support technicians and service advisors, helping them meet quality, productivity, and customer satisfaction goals.
Oversee the dispatching and assignment of service work to technicians to ensure efficient shop workflow and on-time completion.
Use your knowledge of car repairs and Toyota-specific processes to review repair orders, verify proper diagnostics, and ensure accurate labor and parts estimates.
Assist in selling recommended maintenance and repair services to customers and support advisors in presenting service options and value.
Monitor repair progress, communicate status updates to service advisors, and help resolve any issues impacting cycle time or customer satisfaction.
Ensure all work complies with Toyota factory standards, safety regulations, and dealership policies and procedures.
Assist with warranty claim processes by verifying documentation, repair accuracy, and adherence to Toyota warranty guidelines when needed.
Help train and mentor service staff on repair processes, service presentation, and dealership systems.
Assist with handling escalated customer concerns and work to deliver timely, professional resolutions.
Contribute to maintaining a clean, safe, and organized service environment and ensure proper use of tools and equipment.
Review key performance indicators (KPIs) and assist the Service Manager with implementing process improvements.