Service Lane Manager

Our Service Lane Manager is responsible for delivering exceptional customer service, managing service workflow, and ensuring a smooth and efficient vehicle service experience for both clients and team members. The ideal candidate has a strong background in automotive service operations, excellent interpersonal skills, and a passion for leading team performance and customer satisfaction.

Service Lane Manager Compensation and Benefits:

Service Lane Manager Competitive Salary: 1.3% of adjusted parts and service gross, plus monthly focus bonuses. Expected monthly income of $10,000-$12,000. 

Generous Paid Time Off (PTO): We prioritize work-life balance, offering industry-leading PTO. New full-time employees accrue 4 hours per pay period, totaling approximately 96 hours in the first year, with increases over time.

Comprehensive Benefits Package: Hannah Motor Company provides extensive health benefits starting the first month after 60 days of employment. Options include medical, dental, vision, Health Savings and Flexible Spending accounts, life insurance, and short- and long-term disability, alongside a robust 401(k) plan for retirement planning.

Paid Holidays: We offer 5 paid holidays per year to the Service Lane Manager subject to completion of the introductory period and other eligibility requirements as per company policy.

Service Lane Manager Responsibilities:

• Act as the point of contact for the call center when advisors are unavailable, ensuring seamless communication with clients.
• Ensures proper coverage when team members are off, coordinating schedules and resources to maintain consistent service quality.
• Responsible for TSM team building and fostering overall morale, encouraging collaboration and engagement.
• Build and maintain positive relations between technicians and TSM's, bridging communication and supporting teamwork.
• Maintains CSI (Customer Satisfaction Index) and FFV (First Fixed Visit) metrics through active monitoring and strategies for improvement.
• Leads weekly meetings with TSM's to review goals, address challenges, and recognize achievements.
• Responsible for balancing the till daily and ensuring financial accuracy.
• Reviews schedules weekly, communicates issues to the Director, and keeps service workflow on track.
• Assists in processing warranty claims to ensure prompt and accurate payment.
• Keeps track of the WEOWE schedule, making sure customers are scheduled efficiently and without delay.
• Handles and resolves upset customers, using de-escalation skills to maintain satisfaction.
• Responsible for training TSM's and ensuring they are current with all required online training modules.
• Maintains excellent working relationships with the manufacturer and manages ongoing care cases with Stellantis, ensuring that all manufacturer communications and requirements are effectively addressed.
• Issues same day PO's for vendors and oversee internal intake and delivery processes.
• Ensure TSM's make their declined service list calls and that all tech time is accurately recorded on repair orders.
• Coordinates with staff to ensure someone is assigned to make bank runs as needed.
• Develops a measurable rental process to monitor and improve customer experience with loaner vehicles.
• Greets customers in a timely, friendly manner, obtains vehicle information, and writes up problems accurately.
• Refers to service history, inspects vehicles, and recommends additional needed service.
• Advises customers on vehicle care and maintenance in accordance with manufacturer specifications.
• Provides accurate written cost estimates for labor and parts, establishes "promised time," and obtains customer authorization as needed.
• Monitors repair progress, communicate changes, and explain costs and timelines in detail.
• Review repair orders for completion and close them appropriately.
• Explains completed work and charges to customers, handles cashiering, and ensures high satisfaction standards.
• Handles telephone inquiries regarding appointments and work in process.
• Maintains a professional appearance, installs seat covers and floor mats, and drives vehicles as needed within the service lane and lot.

Service Lane Manager Qualifications:

• Excellent communication skills (listening, speaking, and writing)
• Proficiency in English (reading, speaking, understanding)
• Ability to interpret a variety of instructions in written, oral, or schedule form
• Multitasking and time management skills; self-motivated and able to work independently
• Computer literacy (MS Word, Advanced Excel, Outlook)
• Organized, detail-oriented, and able to prioritize and meet deadlines
• Research and general math skills
• Basic knowledge of dealership operations and/or office/clerical experience
• Team player with a positive attitude

At Dick Hannah Dealerships, our Core Values are summed up in four words: Family, Integrity, Respect and Purpose. We’re a family-run business that’s been around since 1949 but keep our focus on the future and innovation. The Hannah family is passionate about how our business is run and treating our employees just as well as our customers. Every day. We truly care for our employees and sincerely appreciate everyone’s day-to-day contributions.

Dick Hannah Dealerships. Believe in nice.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.