Position Summary The Parts Manager / Express Service Advisor is a hybrid position responsible for managing the shop’s parts operations while also providing fast, professional service to customers with routine maintenance and express- service needs.
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This person ensures technicians have the correct parts, at the correct price, at the correct time, while maintaining accurate inventory, strong vendor relationships, and appropriate parts margins.
On the customer- facing side, the Express Advisor keeps maintenance and light-repair customers moving efficiently from check-in through vehicle delivery. The ideal candidate is organized, accountable, comfortable working in a fast-paced automotive repair environment, and able to balance customer service, parts procurement, profitability, and workflow management.
Primary Responsibilities Parts Management Source and order parts accurately and efficiently for active repair orders.
- Verify part numbers, applications, pricing, availability, warranties, and estimated delivery times before ordering.
- Maintain relationships with dealerships, aftermarket suppliers, local vendors, and specialty suppliers
- Negotiate pricing and identify the best combination of quality, availability, warranty, and cost.
- Receive incoming parts and verify quantities, condition, and accuracy against invoices and purchase orders.
- Properly assign parts and costs to the correct repair orders.
- Track backordered, special-order, and delayed parts and communicate changes to the service team.
- Process parts returns, cores, credits, warranty claims, and defective-part returns promptly.
- Maintain an organized parts storage and staging system.
- Conduct regular inventory counts and investigate discrepancies.
- Monitor stocked items and establish appropriate minimum and maximum inventory levels.
- Reduce obsolete, duplicate, or slow-moving inventory.
- Maintain clean and accurate vendor statements, credits, and purchasing records.
- Monitor parts gross profit and identify opportunities to improve margins without sacrificing quality. Review vendor performance based on pricing, delivery time, fill rate, warranty support, and product quality. Express Service Advising
- Greet customers professionally and determine their immediate service needs.
- Write accurate repair orders for routine maintenance and express-service work.
- Gather complete customer concerns and vehicle information.
- Review vehicle mileage, maintenance history, and manufacturer-recommended services when appropriate.
- Provide clear estimates and obtain authorization before work begins.
- Set realistic expectations regarding pricing and completion time.
- Coordinate express-service vehicles with technicians to maintain an efficient workflow.
- Review technician inspection findings and communicate recommended services clearly to customers.
- Explain repairs and maintenance in understandable language without using unnecessary technical jargon.
- Obtain customer approval for additional recommended work.
- Keep customers informed when repair scope, pricing, or completion time changes.
- Review completed repair orders for accuracy before vehicle delivery.
- Explain completed services, warranties, and future maintenance recommendations at checkout.
- Schedule necessary follow-up repairs when work cannot be completed during the express-service visit. Workflow & Shop Support
- Monitor the status of active repair orders and identify parts-related delays before they affect promised completion times.
- Stage parts for technicians whenever possible to minimize technician downtime.
- Communicate proactively with advisors and technicians regarding parts availability and expected arrival times.
- Help prioritize express-service work based on customer expectations, technician capacity, and parts availability.
- Maintain accurate notes and documentation within the shop management system.
- Assist the service department during high-volume periods.
- Participate in morning production meetings or workflow reviews as required.
- Help maintain an organized, professional, and efficient service department. Customer Service Expectations The Parts Manager / Express Advisor is expected to:
- Communicate clearly and professionally.
- Treat every customer with respect.
- Never pressure customers into unnecessary work.
- Provide accurate information rather than guessing.
- Set realistic expectations and follow through on commitments.
- Take ownership of problems through resolution.
- Keep customers informed instead of requiring customers to chase the shop for updates.
- Protect the shop's reputation by delivering a consistent, professional experience. Performance Expectations / KPIs Performance may be evaluated using metrics including:
receive fast, professional communication and understand what their vehicles need. Most importantly, this position helps create a service department where customers are informed, technicians remain productive, and the shop operates profitably and efficiently.
Pay: $75,000.00 - $100,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Application Question(s):
- How many years of service advisor, sales, or customer service experience do you have?
- Have you worked in an automotive shop before?
- What do you believe makes a great service advisor?
- How do you explain needed repairs to a customer who is unsure?
- How do you handle objections about price?
- How do you stay organized during a busy day?
- How do you handle feedback and coaching?
- What is your availability and earliest start date?
- Who is the best service advisor you know? provide name and number.
- Who is the best technician you know? provide name and number.
Work Location: In person
