Purdy Hyundai is looking for self-motivated individuals who would like to serve as a Service Drive Manager. The Service Drive Manager is responsible for leading the day-to-day operations of the dealership service drive to ensure an efficient, professional, and customer-focused experience. This position provides direct leadership and support to Service Advisors and drive personnel, monitors workflow and performance, and works closely with the Service Manager and shop leadership to ensure customers receive timely, accurate, and consistent service.
The Service Drive Manager sets the tone for the customer experience by maintaining a well-organized service drive, developing the team, addressing concerns quickly, and ensuring dealership processes and performance expectations are consistently followed.
Our automotive group, Purdy Group, believes and thrives on the values of Fun, Care, and Accountability. You are entering into a field that requires a high level of integrity and character. A Service Drive Manager at Purdy Group wants to provide exceptional service. If integrity, compassion, and a desire to learn sounds like you, then a Service Drive Manager role might be in your future.
Job Description:
Service Drive Operations
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Oversee the daily operation, organization, and workflow of the service drive.
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Ensure customers are greeted promptly and professionally upon arrival.
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Monitor appointment volume, customer traffic, advisor workload, and shop capacity to maintain an efficient flow of work.
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Coordinate with Service Advisors, technicians, dispatch, and other service personnel to minimize delays and improve communication.
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Ensure repair orders are opened, documented, and processed accurately and in accordance with dealership procedures.
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Monitor vehicles throughout the service process and assist in resolving workflow issues that may impact completion times or the customer experience.
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Maintain a clean, organized, professional, and customer-ready service drive at all times.
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Identify opportunities to improve service drive processes, efficiency, and overall department performance.
Team Leadership & Development
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Provide day-to-day leadership, direction, coaching, and accountability to Service Advisors and assigned service drive personnel.
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Establish clear expectations for customer service, productivity, professionalism, attendance, and adherence to dealership procedures.
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Monitor individual and team performance against established goals and performance metrics.
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Coach Service Advisors on customer communication, service recommendations, sales performance, follow-up, and relationship building.
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Conduct regular team meetings and individual coaching conversations to communicate expectations, review performance, and address areas for improvement.
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Recognize strong performance and partner with the Service Manager and Human Resources to address performance or conduct concerns when necessary.
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Assist with onboarding and training new Service Advisors and service drive employees.
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Promote teamwork and effective communication between the service drive, shop, parts department, and other dealership departments.
Customer Experience
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Ensure customers receive a consistent, professional, and welcoming experience throughout the service process.
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Monitor customer communication and ensure customers receive timely updates regarding vehicle status, recommended repairs, pricing, and completion expectations.
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Assist with escalated customer concerns and work toward timely and appropriate resolutions.
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Monitor customer satisfaction results, surveys, and feedback and identify opportunities for improvement.
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Coach employees on customer recovery and effective handling of difficult or sensitive customer situations.
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Promote customer retention by ensuring service interactions build trust and long-term relationships.
Performance & Financial Management
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Monitor Service Advisor production and department performance, including sales, gross profit, customer-pay labor, warranty performance, effective labor rate, hours per repair order, and other established metrics.
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Support achievement of department sales, gross profit, and customer satisfaction objectives.
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Monitor service recommendations and declined work processes to help maximize legitimate service opportunities and customer retention.
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Review repair orders for accuracy, completeness, and compliance with dealership procedures.
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Assist the Service Manager with identifying performance trends and developing action plans when goals are not being achieved.
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Support manufacturer programs, initiatives, and performance objectives applicable to the service drive.
Compliance & Dealership Standards
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Ensure Service Advisors and service drive personnel follow Company policies, dealership procedures, and manufacturer requirements.
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Promote compliance with applicable safety requirements and maintain a safe environment for employees and customers.
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Ensure customer information, vehicle information, and dealership records are handled appropriately and confidentially.
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Maintain professional appearance and conduct standards throughout the service drive.
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Partner with dealership leadership and Human Resources as appropriate regarding employee performance, conduct, or policy concerns.
Purdy Benefits:
- Competitive Compensation
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Medical, Dental, & Vision insurance plans
- 401(k) with company-match
- Paid-time-off (PTO)
Qualifications:
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High school diploma or equivalent required.
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Previous automotive service department experience preferred; or an equivalent combination of education and experience.
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Manufacturer training or certifications preferred.
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Valid driver’s license and acceptable driving record required.
