Service Lane Lead: Elevate Experience & Throughput

Parkway of Wilmington; Wilmington (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Wilmington Auto Group is seeking a Service Lane Manager to lead the day-to-day operation of the service drive, ensuring efficient write-up and vehicle intake. You will supervise service advisors, coordinate with the shop and parts, and drive throughput and profitability while maintaining a superior customer experience.

Reporting to the Service Manager, you will coach a team under pressure, monitor key metrics like CSI and labor rate, and help shape service processes and safety standards across

Qualifications

• High school diploma or equivalent; associate degree or certification preferred.
• 3+ years in a dealership service department, including advisory or lane experience.
• Proven ability to lead and motivate in a fast-paced environment.
• Strong customer service, communication, and conflict resolution skills.
• Experience with dealership management systems (DMS) and service scheduling.

Responsibilities

• Oversee day-to-day operations of the service lanes, ensuring efficient, professional customer write-up and vehicle intake.
• Supervise service advisors and lane personnel; drive throughput and customer satisfaction.
• Monitor CSI scores, hours per RO, and upsell/menu penetration; implement improvements.
• Ensure compliance with safety, warranty, and dealership policies.

Skills

Customer service

Team leadership

Operations management

Scheduling tools

CSI metrics

Communication

Conflict resolution

Education

High school diploma

Associate degree or cert. preferred

Tools

DMS

Service scheduling tools

Job description

Wilmington Auto Group is seeking a Service Lane Manager to lead the day-to-day operation of the service drive, ensuring efficient write-up and vehicle intake. You will supervise service advisors, coordinate with the shop and parts, and drive throughput and profitability while maintaining a superior customer experience.

Reporting to the Service Manager, you will coach a team under pressure, monitor key metrics like CSI and labor rate, and help shape service processes and safety standards across