Service Drive Manager
On-siteEvansville, Indiana, United States
Job Summary
Directly supervise the Assistant Service Managers (ASMs) to ensure efficient and customer-focused front-line service operations. Establish clear performance goals and accountability standards for each ASM to drive results and departmental success, and ensure consistent achievement of targets. Monitor and maintain CSI scores at or above manufacturer benchmarks. Ensure all ASMs complete required manufacturer and dealership training programs. Address customer concerns to deliver a World Class service experience. Build relationships with manufacturer representatives to support service operations. Oversee manufacturer warranty processes and assist the Warranty Administrator with claim submission and reconciliation. Prepare and distribute daily ASM performance reports tracking hours sold, RO counts, and upsell performance. Participate in dealership management meetings and collaborate with department managers. Develop talent to support a performance culture; conduct performance appraisals and ensure annual training. Travel as needed. Provide World Class Customer Service and participate in Quality Improvement Process (QIP). Attend at least ten credit hours of training per year to develop skills.
Required Qualifications
- High school diploma/equivalent minimally required
- 2-year associate degree or equivalent preferred
- 3+ years of prior experience as an Assistant Service Manager (ASM) or Service Advisor at a service facility minimally required
- Previous supervisory experience preferred
- Demonstrate a high level of energy with good sales skills
- Maintain confidentiality of business-related information
- Exceptional internal and external customer service skills
- Ability to work with software and internal systems, including Microsoft Office applications and Dealership Management Systems
- Ability to work in a fast-paced environment
- Effective communication (oral and written) with management and leadership
- Ability to analyze and solve problems in a structured environment
- Valid driver’s license with acceptable driving record
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