Service Manager: Lead Advisors, Elevate Service & KPIs

The CAR Group (Norm Reeves Dealerships); Cerritos (CA); Presencial; USD 150.000 - 220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision, and Compl. 生命

401k Matching and FSA

Tuition Reimbursement

Paid Time Off (accrues)

Supplemental Insurance (Hospital, 事故,

Discounts on Vehicles, Services, and '

Descripción de la vacante

Norm Reeves Ford Lincoln Cerritos is seeking an experienced Service Manager to lead a team of Service Advisors and drive performance in a fast-paced dealership environment. You will partner with a seasoned Service Director to focus on coaching, accountability, and delivering an exceptional customer experience.

Responsibilities include ensuring on-time coverage, monitoring KPIs like NPS, profitability, and repair orders, coaching staff, and maintaining a clean, customer-ready service drive.

Formación

• Previous experience as a Service Manager or in a comparable dealership service leadership role is required.
• Solid understanding of service department KPIs, profitability, repair order processes, and customer satisfaction.
• Experience with CDK preferred. Familiarity with Axcessa and Numa is a plus.

Responsabilidades

• Ensure Service Consultants are on time, logged in, and prepared to assist customers at the start of their shifts.
• Maintain a clean, organized, and customer-ready service drive.
• Ensure all pre-write documents are prepared and available before the first customer arrives.
• Monitor Numa throughout the day, ensuring customer messages are answered within 30 minutes.
• Coordinate Service Consultant schedules and lunch breaks to maintain consistent customer coverage.
• Review Work in Progress (WIP) daily through Axcessa, ensuring repair orders are updated, managed, and closed in a timely manner.
• Identify and address aging repair orders, escalating any challenges to the Service Director as needed.
• Monitor daily KPIs, including battery, brake, and tire sales, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.
• Review NPS results, customer feedback, and individual Service Consultant performance to identify areas for improvement.
• Provide ongoing coaching, training, and accountability to improve Service Consultant performance, productivity, and customer satisfaction.

Conocimientos

Leadership

Coaching

KPIs

Team development

Herramientas

CDK

Axcessa

Numa

Descripción del empleo

Norm Reeves Ford Lincoln Cerritos is seeking an experienced Service Manager to lead a team of Service Advisors and drive performance in a fast-paced dealership environment. You will partner with a seasoned Service Director to focus on coaching, accountability, and delivering an exceptional customer experience.

Responsibilities include ensuring on-time coverage, monitoring KPIs like NPS, profitability, and repair orders, coaching staff, and maintaining a clean, customer-ready service drive.