Service Lane Leader: Customer Experience & Throughput

Parkway Volvo Subaru Hyundai; 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 operations of the service drive. You will supervise service advisors, manage lane throughput, and coordinate with the shop and parts departments to maintain an efficient, customer-focused write-up and vehicle intake process.

The ideal candidate brings leadership experience in a fast-paced dealership environment, strong customer service and communication skills, and a solid understanding of service operations, repair

Qualifications

• High school diploma or equivalent required.
• 3+ years of experience in a dealership service department, including experience as a service advisor or in a similar lane or write-up role.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Strong customer service, communication, and conflict resolution skills.
• Working knowledge of service department operations, including repair orders, warranty processes, and CSI metrics.
• Experience with dealership management systems (DMS) and service scheduling tools.

Responsibilities

• Oversee day-to-day operations of the service lanes, ensuring efficient, professional customer write-up and vehicle intake.
• Manage traffic flow and appointment scheduling to maximize lane capacity and minimize customer wait times.
• Ensure a consistent, high-quality customer experience from vehicle drop-off through delivery.
• Monitor and respond to customer concerns, escalating and resolving issues as needed.
• Partner with service advisors to ensure accurate write-ups, multi-point inspections, and clear communication of recommended services.

Skills

Customer service

Team leadership

Communication

Conflict resolution

DMS experience

Service operations

Education

High school diploma or equivalent

ASE certification (preferred)

Tools

Dealership Management Systems (DMS)

Service scheduling tools

Job description

Wilmington Auto Group is seeking a Service Lane Manager to lead the day-to-day operations of the service drive. You will supervise service advisors, manage lane throughput, and coordinate with the shop and parts departments to maintain an efficient, customer-focused write-up and vehicle intake process.

The ideal candidate brings leadership experience in a fast-paced dealership environment, strong customer service and communication skills, and a solid understanding of service operations, repair