Job Title: Service Manager - Audi Riverside
Location: Riverside, CA
Job Type: Full-Time
Position Overview
As a Service Manager at Audi Riverside, you will be responsible for leading the service department to ensure the highest levels of customer satisfaction, employee performance, and profitability. This leadership role requires strong organizational skills, proven financial acumen, and the ability to inspire a team while upholding dealership and manufacturer standards.
Key Responsibilities
Department Leadership: Oversee all daily operations of the service department, including the service drive, shop, and support staff, ensuring efficiency, productivity, and profitability.
Customer Experience: Ensure every customer receives exceptional service throughout the repair and maintenance process. Handle escalated concerns with professionalism and maintain high Customer Satisfaction Index (CSI) scores.
Team Management: Recruit, train, coach, and develop service advisors, technicians, porters, and other staff. Set performance expectations, conduct evaluations, and foster a positive team culture aligned with Walter's Way values.
Financial Oversight: Manage departmental budgets and financial performance, including labor gross, effective labor rate, warranty receivables, and expense control. Implement strategies to maximize profitability while maintaining quality.
Process and Compliance: Ensure all repair orders, authorizations, warranty submissions, and documentation meet manufacturer, state, and dealership requirements. Maintain compliance with OSHA, environmental standards, and company policies.
Workflow Optimization: Monitor shop productivity, allocate work efficiently, and streamline processes to minimize downtime and maximize technician flag hours.
Manufacturer Relations: Maintain strong relationships with Audi and other manufacturer representatives, ensuring compliance with their standards, programs, and warranty guidelines.
Collaboration: Work closely with Parts, Sales, and Accounting departments to ensure smooth interdepartmental operations and timely communication.
Reporting: Review, prepare, and present daily and monthly departmental reports, including KPIs, customer satisfaction results, and financial performance.
Continuous Improvement: Drive initiatives that improve service processes, elevate customer experiences, and enhance overall department performance.
Qualifications
Experience: Proven experience as a Service Manager or in a senior fixed operations leadership role within an automotive dealership is required. Demonstrated success in managing profitability, workflow efficiency, and customer satisfaction.
Knowledge: Strong understanding of dealership service operations, warranty procedures, and manufacturer guidelines. Familiarity with California labor laws, OSHA safety requirements, and environmental compliance standards. Proficiency with CDK or similar dealership management systems and Microsoft Office Suite.
Skills: Strong leadership, communication, and interpersonal skills with the ability to coach and mentor staff. Excellent problem-solving skills and the ability to resolve customer concerns professionally. Analytical mindset with expertise in monitoring KPIs, managing budgets, and improving processes.
License: Must possess a valid driver's license with a clean driving record.
Compensation
Salary Range: $100,000-200,000 annually DOE + monthly performance bonuses.
