Title: Service Manager
Location: El Monte, CA - Onsite
Classification: Exempt - Full time
Compensation: $75,000 - $104,000+ Bonus + Full Benefits Day One
What you'll do: Oversee daily shop operations-including technicians and parts scheduling-to meet production and vehicle availability targets. Ensures service appointments and tow-in triage are completed within SLA, manages OOS backlog in partnership with the Site Lead, tracks and resolves efficiency issues, and maintains the parts procurement process and budget.
Production, Workflow & Scheduling - Hit production plans and outbound fulfillment targets through effective tech scheduling, task assignment, hourly plan tracking, and parts coordination.
- Oversee development and execution of Technician Production Plans.
- Ensure timely triage and follow-up for tow-ins to resolve customer needs quickly.
- Oversee scheduling and performance of third-party service vendors (dealerships, body shops, glass, keys) and coordinate vehicle pickups/drop-offs with vendors.
- Manage mobile repair van scheduling.
- Ensure all service appointments are completed within SLA timelines.
- Review and approve Auto Integrate submissions.
- Audit and address backlog in the OOS (Out of Service) bucket.
Service Quality, Efficiency & Problem Solving - Identify, investigate, and resolve labor efficiency bottlenecks to maintain workflow performance.
- Track and address operational efficiency issues proactively.
- Monitor technician labor efficiency and report on variances from standard benchmarks.
- Ensure all defects are resolved by their required due dates.
- Manage timely repair and clearance of recall vehicles.
- Oversee and maintain the parts budget and ensure proper parts inventory controls, including shrink reduction.
- Track and analyze parts and third-party vendor spend against budget, identifying and addressing variances.
- Monitor and report on vehicle unavailability due to service or parts delays.
Financial Ownership & P&L Impact - Manage service labor and parts cost buckets with fiscal responsibility.
- Own all service and inventory operations metrics, including unavailable inventory, service inventory health, parts cost, shrink control, and vendor spend vs. budget.
- Ensure all service- and parts-related invoices are accurately submitted through Flexcar's billing system.
Team Leadership & Staffing - Maintain appropriate staffing levels for service technicians and parts associates by anticipating demand and adjusting coverage within budget.
- Lead, coach, and develop technicians and parts associates through daily engagement, structured meetings, and regular one-on-one development sessions.
- Hold the team accountable to performance, productivity, and attendance standards.
Vendor Management - Build strong vendor relationships to reduce costs, improve turnaround times, and enhance service quality.
- Track and report on third-party vendor performance and spend against budget.
Communication & Coordination - Provide regular updates on vehicle status to the Member Experience Manager to ensure member-ready timelines are met.
- Coordinate with the Site Lead on OOS backlog management and service priorities.
- Step in to support frontline operations when needed, leading visibly from the floor rather than from an office.
Administrative & Compliance - Ensure accurate team timekeeping and oversee weekly audits prior to payroll close.
Your Core KPIs - Customer Experience Score
- Inventory Availability Score
What Drives Success for This Role - 3-5 years of operations management background, preferably in vehicle operations/service.
- Bachelor's degree in Operations Management or similar fields preferred but not required.
- Understanding of 6S and Gemba methodology.
- Strong organizational skills and the ability to review raw data for trends.
- Ability to support business operations across varying schedules, including occasional evenings, weekends, or holidays, based on operational needs.
- Willingness to work outdoors (weather and other conditions vary).
- Physical Requirements (CA FEHA-Compliant): This role may require travel between sites, standing or walking for extended periods during site visits, and occasional lifting of up to 25 lbs. Reasonable accommodations will be provided in accordance with state and federal law.
What Tops Off the Tank- Rest & Relaxation: Flexible PTO policy. Sick time is provided in accordance with California state law.
- Future Savings: Benefit from a 401(k) plan with company match from day one.
- Benefits: Excellent, low-cost healthcare coverage including medical, dental, vision, and eligibility day one.
- Drive a Flexcar! Discounted employee rate on Flexcar products and no annual membership fee.
* Actual compensation will vary depending on geographic location, job-related knowledge, skills, experience, and market conditions.
Disclaimer: This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Nothing in this job description alters the at-will nature of employment with Flexcar.
