Reed Nissan Orlando is seeking an experienced, driven, and highly accountable Service Manager to lead and develop our team of Service Advisors.
Reed Auto Group has been serving Central Florida for more than 75 years. Our success has been built on long term relationships with our customers, developing our employees, and creating a culture where people are expected to perform at a high level while working together as a team.
We believe that happy employees create happy customers, and we are looking for a Service Manager who shares that philosophy while understanding that great leadership also requires accountability, consistency, coaching, and results.
THE POSITION
The Service Manager is responsible for the performance, development, and day to day leadership of our Service Advisor team and Service Drive operations.
This position is focused on ensuring our advisors provide an exceptional customer experience while maximizing every legitimate service opportunity presented to them.
The Service Manager will monitor advisor performance, coach and develop the team, maintain our processes, resolve customer concerns, and ensure every advisor is consistently performing to dealership expectations.
This is a hands on leadership position. We are looking for someone who will be present on the Service Drive, actively coach their advisors, understand their numbers, recognize opportunities, correct problems quickly, and take ownership of the performance of their team.
KEY RESPONSIBILITIES
- Lead, manage, coach, and develop the Service Advisor team
- Manage the daily operation and customer flow of the Service Drive
- Establish clear performance expectations and hold Service Advisors accountable to those expectations
- Monitor individual and department Service Advisor performance daily
- Coach advisors on presenting maintenance and repair recommendations effectively and professionally
- Improve advisor closing percentage and overall sales performance
- Drive Customer Pay Hours Per RO performance
- Monitor advisor parts and labor sales and gross profit performance
- Ensure advisors are properly reviewing and presenting Multi Point Inspection recommendations
- Ensure consistent use of Video Multi Point Inspections and other dealership customer communication tools
- Develop advisors' ability to build trust and long term relationships with customers
- Review declined services and identify opportunities to improve advisor presentation and follow up
- Ensure customers receive timely and consistent communication throughout their service visit
- Monitor appointment flow, write up processes, customer wait times, and Service Drive efficiency
- Ensure repair orders are properly documented and dealership processes are followed
- Monitor customer satisfaction and Nissan performance metrics
- Address escalated customer concerns and assist Service Advisors with difficult customer situations
- Conduct regular one on one coaching and performance reviews with Service Advisors
- Identify training opportunities and create action plans for underperforming advisors
- Recognize and develop high performing employees for future advancement
- Participate in recruiting, interviewing, onboarding, and training new Service Advisors
- Maintain a professional, organized, customer focused Service Drive
- Work closely with Fixed Operations leadership and other dealership departments to provide a consistent customer experience
- Lead by example and create a culture of teamwork, urgency, accountability, professionalism, and continuous improvement
PERFORMANCE MATTERS
Our Service Managers are expected to know their numbers and understand what is driving them.
Key areas of focus include:
Closing Percentage
Our advisors should be effectively presenting legitimate maintenance and repair recommendations and giving every customer the opportunity to properly maintain their vehicle.
Customer Pay Hours Per RO
We expect our advisors to thoroughly review each customer's needs and maximize appropriate maintenance and repair opportunities.
Customer Experience
Strong sales performance cannot come at the expense of customer trust. Our goal is to build long term relationships that bring customers back to Reed Nissan for their future service needs.
Process Compliance
Great results come from consistently following great processes. Our Service Manager is responsible for making sure our Service Advisors execute those processes every day.
WHAT WE ARE LOOKING FOR
The ideal candidate is an experienced automotive service professional who has demonstrated the ability to lead and develop a successful Service Advisor team.
Candidates should possess:
- Previous automotive dealership Service Manager or Service Advisor leadership experience
- Strong Service Advisor coaching and development skills
- Strong understanding of dealership Fixed Operations KPIs
- Proven ability to improve advisor sales and closing performance
- Understanding of Customer Pay Hours Per RO and service sales performance
- Strong knowledge of automotive maintenance and repair recommendations
- Excellent customer service and conflict resolution skills
- Strong communication and organizational abilities
- Ability to analyze reports and identify individual advisor opportunities
- Ability to establish expectations and hold employees accountable
- Ability to motivate employees while maintaining a positive work environment
- Professional appearance and demeanor
- Valid driver's license and acceptable driving record
Nissan dealership experience is strongly preferred.
Experience with Reynolds and Reynolds and dealership service technology is a plus.
THE LEADER WE WANT
We are not looking for someone who simply watches reports at the end of the month.
We want a Service Manager who knows where each advisor stands throughout the month and understands why.
You should know who needs help with closing percentage, who needs improvement in Customer Pay Hours Per RO, who is struggling with customer communication, and who is ready to be challenged to reach the next level.
When an advisor is struggling, we expect our Service Manager to coach them.
When a process is not being followed, we expect our Service Manager to correct it.
When a customer has a concern, we expect our Service Manager to become involved.
And when the team succeeds, we expect our Service Manager to recognize the people responsible for that success.
Our goal is to create a Service Advisor team that performs at a high level while providing an experience that keeps customers coming back.
WHY REED NISSAN ORLANDO?
Reed Auto Group has been serving the Central Florida automotive community for more than 75 years.
Reed Nissan Orlando provides an established customer base, a high volume service operation, modern dealership technology, manufacturer support, and an organization committed to continued growth.
We also believe that working in the automotive industry should be about more than just coming to work every day. We are car people, and we like to have some fun with cars too.
JOIN THE REED RACE TEAM
One of the unique opportunities available to our employees is the chance to participate in the Reed Race Team.
Employees who are interested can get involved at whatever level they are comfortable with. Depending on interest and opportunities, employees can:
- Get behind the wheel and drive
- Join the pit crew and be part of the action
- Help support the team at race events
- Or simply come out, watch the racing, and enjoy the experience with coworkers and family
Participation is completely optional. It is simply another way we bring together employees who share a passion for cars and motorsports.
For us, the automotive business isn't just what we do for a living. For many of us, cars are what brought us into this industry in the first place.
The Reed Race Team gives our employees an opportunity to enjoy that passion outside the dealership, build relationships with coworkers, and experience motorsports from somewhere other than the grandstands.
BENEFITS
Reed Nissan Orlando offers a comprehensive benefits package for eligible employees, including:
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid vacation
- Employee vehicle purchase opportunities
- Employee service and parts benefits
- Ongoing manufacturer and dealership training
- Career advancement opportunities within Reed Auto Group
- Opportunity to participate in the Reed Race Team
JOIN OUR TEAM
If you are an experienced automotive service professional who knows how to lead people, develop Service Advisors, drive performance, and take care of customers, we want to hear from you.
We are looking for someone who wants to take ownership of a team and help make our Service Advisors some of the best in the business.
If you love the automotive business, enjoy developing people, thrive in a performance driven environment, and maybe wouldn't mind spending an occasional weekend at the racetrack, you may fit in very well here.
Apply today to join Reed Nissan Orlando as our next Service Manager.
Reed Nissan Orlando is an Equal Opportunity Employer.
Job Type: Full-time
Pay: $91,000.00 - $250,000.00 per year
Work Location: In person
