Service Lane Leader: Coach & Drive Results

Sonic Automotive, Inc.; Mishawaka (IN); On-site; USD 100,000 - 145,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA

401k

PTO

Personal Automotive Concierge Service

Job summary

Sonic Automotive, Inc. in Mishawaka, IN is seeking a Service Lane Manager to own the service drive—coaching advisors, driving KPIs, and building a positive culture. The role focuses on leadership, performance, and a hands-on approach to service operations.

You will guide advisors, improve metrics, and ensure customer-first service while maintaining profitability, in a small-store environment with Ford process exposure.

Qualifications

• Proven automotive service leadership experience.
• Strong understanding of Ford service processes.
• Coaching advisors to improve KPIs and customer satisfaction.
• Experience with DMS systems (CDK, Reynolds, or similar).
• Excellent communication and emotional intelligence.

Responsibilities

• Lead and coach a 4-advisor team focused on performance and development.
• Drive metrics such as CSI, ELR, and advisor effectiveness.
• Be visible on the service drive and lead by example daily.
• Conduct daily lane huddles and one-on-one coaching sessions.
• Develop advisors through feedback, training, and goal setting.
• Ensure a customer-first experience while maintaining profitability and efficiency.
• Handle escalated customer concerns with empathy and solutions.
• Coordinate with Service Manager to align lane flow with shop capacity.

Skills

Leadership

Coaching

Communication

DMS experience

Ford processes

Customer satisfaction

Tools

CDK

Reynolds

Job description

Sonic Automotive, Inc. in Mishawaka, IN is seeking a Service Lane Manager to own the service drive—coaching advisors, driving KPIs, and building a positive culture. The role focuses on leadership, performance, and a hands-on approach to service operations.

You will guide advisors, improve metrics, and ensure customer-first service while maintaining profitability, in a small-store environment with Ford process exposure.