Summary:The Service Lane Manager is responsible for running the Service Department’s Service Drive by operating the department at maximum production, controlling costs, building a loyal clientele, maintaining good employee relationships, setting and obtaining sales and profit objectives and maintaining service records. The Service Lane Manager will work with the Parts Manager, BDC Manager, Warranty Supervisor and the Fixed Operations Director to achieve these goals and perform and/or assign the duties listed below.Duties and Responsibilities:Greet and assist customers in a friendly and professional manner.Address customer inquiries and concerns promptly and efficiently.Ensure high levels of customer satisfaction and maintain positive customer relationships.Manage the workflow of the service lane to maximize productivity and efficiency.Ensure accurate and timely documentation of all service activities.Monitor and control work schedules and labor costs.Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.Conduct daily performance reviews for Service Walk Around, Active Delivery, and Menu Closed performance.Read, understand, and adhere to the policy and procedure of the Fixed Operations section of the Playbook.Conduct regular safety inspections and address any issues promptly.Ensure compliance with federal, state, and local regulations affecting service operations.Communicate with customers before there are problems and get involved in escalated customer issues.Cooperate with other dealership managers and escalate issues to higher authorities when necessary.Quality-check completed repair orders for accuracy and compliance with warranty/dealership requirements.Assist in achieving sales targets for the service department.Promote additional services and products to customers.Monitor, control, and collect warranty receivables and service work accounts.
