Service Manager

Job Description

Job Description

Turbo Tim’s mission is to offer exceptional service in order to help our customers feel safe on the road and comfortable in our shop.

We strive to fulfill this mission, daily, through compassionate listening, attention to detail, and excellent communication for both our customers and internally among team members. And we gotta have fun!

Position Overview : As the Service Manager, you will oversee the daily operations of the service department, lead and mentor service advisors, work in concert with the Shop Foreman and Technicians and ensure all services meet Turbo Tim's high standards of quality and customer satisfaction.

This role requires a strategic leader with strong technical understanding, a focus on customer service, and the ability to drive results through efficient processes and team development.

Key Responsibilities :

Customer Experience :

Ensure a welcoming and professional environment for all customers, addressing their needs with care and attention to detail.

Monitor customer satisfaction and handle any escalated concerns, ensuring positive outcomes and maintaining a high retention rate.

Develop long-lasting relationships with customers through transparent communication, trust-building, and exceptional service.

Lead the service team in delivering prompt, accurate estimates and ensuring timely communication with customers throughout the repair process.

Team Leadership & Development :

Supervise, train, and mentor service advisors to ensure exceptional performance and customer service standards are consistently met.

Set clear performance goals and expectations for the service team, monitoring progress and providing coaching or feedback as necessary.

Conduct regular team meetings to keep everyone aligned with company goals and ensure a cohesive, motivated work environment.

Assist in recruiting, onboarding, and training new team members to strengthen the service department.

Operational Management :

Oversee the service department’s workflow, ensuring efficient scheduling of repairs and maintenance to maximize productivity and minimize downtime.

Monitor key performance indicators (KPIs), such as repair order completion times, labor hours, and gross profit margins, adjusting processes as needed to meet performance targets.

Manage parts orders and inventory in collaboration with the parts team, ensuring timely availability and proper tracking of all components.

Implement and maintain standardized processes to improve service efficiency, accuracy, and quality.

Review repair orders for accuracy, ensuring all parts and labor charges are properly documented, and warranty claims are handled according to guidelines.

Financial Oversight :

Track and report financial metrics such as sales, costs, and profitability, using data to identify areas of improvement and drive strategic decisions.

Ensure all transactions, including repair orders, warranty work, and third-party claims, are properly processed and recorded.

Collaborate with the Office Manager / Controller to manage department budgets and ensure all expenses are accounted for.

Facilities & Equipment :

Maintain a safe, clean, and organized shop environment, ensuring all equipment is in good working order and scheduling repairs or upgrades as needed.

Coordinate with the building maintenance team to address any facility-related concerns in a timely manner.

Continuous Improvement & Growth :

Stay updated on the latest industry trends, tools, and technologies to ensure Turbo Tim’s remains at the forefront of the automotive repair industry.

Identify and implement improvement opportunities to enhance customer satisfaction, service delivery, and operational efficiency.

Promote and participate in training programs, both for personal development and to enhance the skills of the service team.

Qualifications :

Proven experience as an Automotive Service Manager or similar leadership role within the automotive repair industry.

Strong technical knowledge of automotive systems and repair processes.

Demonstrated ability to manage a team, including coaching, mentoring, and performance management.

Excellent communication and interpersonal skills, with a strong focus on customer satisfaction.

Solid organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Experience using automotive software and management tools (e.g., Google Sheets, QuickBooks, or shop management software).

Understanding of financial metrics, including labor efficiency, parts sales, and gross profit margins.

Strong problem-solving skills, with the ability to resolve customer issues and operational challenges efficiently.