Automotive Service Manager

Hoselton Auto Mall is looking for an experienced Service Manager to join our team!

The Service Manager will lead daily operations within our high-volume import service department. This role is responsible for driving performance, process consistency, and exceptional customer experiences across the service desk and reception lanes utilizing best practices.

As a value-driven organization, Hoselton Auto Mall is committed to integrity, respect, long-term growth, and exceeding guest expectations. This is a leadership opportunity for a process-focused professional who thrives in a fast-paced environment.

Key Responsibilities:

• Lead, coach, and develop Service Advisors, Express Advisors, Valets, and Shuttle Drivers.
• Oversee service desk and lane operations, including write-up, MPI process, repair order flow, and active re-delivery.
• Ensure compliance with factory standards, warranty requirements, and company policies.
• Monitor and improve key service metrics, including:
• Effective Labor Rate (ELR)
• Hours per Repair Order
• Dollars per Repair Order
• Open Repair Orders
• Partner with the Service Director and Sr. Management on forecasting, expense control, and profitability.
• Drive customer satisfaction improvements using CSI feedback and performance data.
• Maintain a clean, professional, and organized service reception environment.

Qualifications:

• Previous automotive service management or leadership experience.
• Strong communication, organization, and team-building skills.
• Process-driven mindset with attention to detail.
• Ability to multitask and lead in a high-volume service environment.
• Dealership DMS experience preferred.

Why Hoselton? We Offer.....

• Competitive compensation, great benefits and long-term career growth.
• Commitment to training, development, at our state of the art facility.
• Generous Paid Time Off & Holidays!
• You will always be busy and, as the welcoming face to our customers, you will personally have an impact on their experience here.
• Medical insurance as low as $13/week, dental as low as $4/week and vision as low as $1/week.
• $500 employer sponsored FSA benefit card.
• 401(k) retirement plan (with profit sharing & employer match)
• Group Life & Disability Insurances.
• The chance to give back and work for a company that is active in the community.
• Free tickets to Amerks & Red Wings games.
• Annual employee appreciation dinner.
• Discounts on CARS, parts, service.
• This is a great opportunity to work for a premier auto dealership with a strong reputation that has been doing business since 1920!
• See our "Welcome to Our Family" video here: https://www.youtube.com/watch?v=UpOWIYqaAGE

You Must...

• Have a strong work ethic and positive attitude.
• Be at least 18 years old and eligible to work in the U.S.
• Have a High School Diploma.
• Be able to pass a drug screen.
• Have a clean valid drivers license.

Don't wait... click Apply Now or contact Human Resources at 585-586-7373!

Position Summary:
The Service Desk Manager plays a vital role in the service department operations by overseeing all functions of the Main Shop service desk, Express Lane service desk, and Service Reception Lanes.

Daily Duties and Responsibilities:
This person is accountable for performing the duties and responsibilities described below. The list, however, is not necessarily an exhaustive description of the duties and responsibilities associated with the job. The employee may also perform other duties and responsibilities as needed.

Primary Responsibilities:
Employees

• Manage day-to-day operation of the following assigned employee groups.
• Main Shop Service Advisors
• Express Lane Service Advisors
• Valets
• Shuttle Drivers
• Assist service director in recruiting, hiring, and training of all assigned employee groups.
• Implement training curriculum for current employees (both internal and external) of great onboarding of new employees.
• Ensure established company dress code for all assigned employees.
• When applicable, complete 30-60-90-day reviews for assigned employees.
• Assist service director in identifying performance improvement opportunities for assigned employee groups and drive improvement through the Action Plan for Success process.
• Review key performance indicators with assigned employee groups monthly (one on one).
• Assist service director with managing and overseeing Open Ro's and Warranty receivables and work with advisors to improve processes when applicable.

Process:

• Invoke a process-driven atmosphere at the service desk and service lanes.
• Provide training, coaching and accountability for the following processes as well as processes yet to be developed for assigned employee groups:
• Service lane reception utilizing established check process.
• Service desk reception
• Multi-point inspection process including ¼ rule.
• Repair order write-up
• Tracking repair status utilizing Era Ignite route sheet. 10:00 / 2:00 / 4:00 rule
• Repair order close out
• Active delivery
• Special order parts
• Fix It Right the First Time
• Reynold Service Snap
• Maintaining Compliance with Toyota Factory Warranty repair orders.
• Managing receivable schedules. (Factory Warranty / Aftermarket Warranty)
• Working directly with Service CCC and Advisors to ensure seamless customer service while making service appointments and addressing customers' concerns / questions.
• Assess concerns and offer corrective actions through process improvement, training, and accountability for all assigned employee groups.
• Ensure factory warranty compliance is followed by all assigned employee groups if applicable.
• Ensure company policy is followed regarding repair order correctness.
• Maintain clean and organized service reception and write-up areas.
• Maintain a 3-ring phone rule.

Performance:

• Work with the service director creating the monthly service department forecast and expense control.
• Maintain established monthly goals for the following metrics:
• Effective Labor Rate
• Hours Per Repair Hour
• $ Per Repair Order
• Open Repair orders
• Policy
• Work with service director in managing and improving individual customer satisfaction scores for the service department. Utilizing Dealer Daily as the tool to do so.
• Attend weekly service meetings.
• Work with Service Director to maintain a profitable department.

Job Requirements

• Ability to multi-task and prioritize workload
• Ability to work independently
• High work ethic and a positive attitude
• Some computer knowledge and/or experience
• Ability to communicate clearly and professionally
• High School diploma required
• Drug test required

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stand, walk, sit
• Use hands to finger, handle, or feel objects, tools, or controls
• Bend, stretch, and reach with arms and legs
• Lift and move up to 20 pounds
• Vision requirements include: closeness, distance, peripheral, depth perception and the ability to focus
• Use computers and office equipment as part of their daily functions

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise and vibration
• Moderate exposure to fumes (e.g., exhaust fumes and paint)
• Moderate dust
• Extreme exposure to moving mechanical parts and vehicles
• Moderate heat and/or cold
• Other hazardous and non-hazardous materials
• Use computers and office equipment as part of their daily functions

WORK SCHEDULE

Full time employees are regularly scheduled for 40 hours within the confines of our operating hours. Overtime as needed and approved by the manager. All employees are required to take meal breaks in accordance with New York state law.

Hoselton Auto Mall is an equal opportunity employer.