Automotive Management, Automotive Repair and Maintenance, Coaching, Communication Skills, Conflict Resolution, Continuous Improvement, Customer Experience, Customer Retention/Renewal, Customer Satisfaction, Financial Analysis, Financial Operations, Leadership, Maintain Compliance, Manufacturing Process Management (MPM), Mentoring, Operations, Parts Sales, Performance Analysis, Performance Metrics, Performance Reviews, Problem Solving Skills, Profit & Loss, Regulations, Regulatory Compliance, Repair Orders, Sales, Schedule Development, Team Lead/Manager
AUTOMOTIVE SERVICE MANAGER - HARR MOTORS
Lead People. Elevate the Customer Experience. Build the Next Chapter.
For more than 58 years, Harr Motors has built its reputation on relationships, integrity, and taking care of customers and employees. As a second-generation family business, we are looking for a Service Manager who wants to help protect that legacy while building what comes next.
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The Opportunity
The Service Manager leads the daily operations of the Service Department, develops a high-performing team, delivers an exceptional ownership experience, and drives sustainable profitability. This role is ideal for a proven automotive leader who values integrity over excuses, accountability over blame, solutions over problems, and people over ego.
Success will be measured not only by financial performance, but also by customer loyalty, employee engagement, operational discipline, and the culture created within the department.
What You Will Lead
- Lead, coach, and develop service advisors, technicians, dispatchers, and support staff.
- Create a customer-first culture focused on trust, communication, and an outstanding ownership experience.
- Manage workflow, scheduling, repair quality, cycle time, and technician utilization to ensure work is completed accurately and efficiently.
- Monitor department performance, including labor sales, gross profit, effective labor rate, productivity, expenses, and overall profitability.
- Review key performance indicators daily and implement clear action plans to improve results.
- Establish expectations and hold team members accountable for performance, attendance, professionalism, safety, and ethical conduct.
- Resolve customer concerns promptly and professionally while protecting long-term relationships.
- Recruit, hire, onboard, train, mentor, and evaluate department personnel.
- Partner closely with Parts, Sales, and the Business Office to create seamless dealership operations.
- Maintain compliance with manufacturer standards, warranty policies, safety regulations, and dealership procedures.
- Promote continuous improvement through regular coaching, performance reviews, recognition, and process refinement.
How Performance Is Measured
Customer Satisfaction Index (CSI)
| Repair order average
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Customer retention
| Warranty compliance
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Labor gross profit
| Employee retention and engagement
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Effective labor rate
| Department profitability
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Technician productivity, proficiency, and efficiency
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Requirements
What We Are Looking For
- Minimum of five years of automotive service management experience.
- Demonstrated ability to lead teams, improve customer satisfaction, and grow departmental profitability.
- Strong knowledge of dealership management systems, manufacturer processes, warranty requirements, and service operations.
- Ability to analyze financial statements, operating reports, and performance metrics and translate them into action.
- Excellent communication, coaching, decision-making, and conflict-resolution skills.
- A high level of integrity, professionalism, accountability, organization, and adaptability.
Leadership Expectations
Our Service Manager leads by example, communicates with honesty and respect, and creates an environment where accountability and continuous improvement are the standard. This leader takes ownership of department performance, addresses challenges directly, makes decisions based on facts rather than emotion, and builds trust with customers and employees.
We do not expect perfection. We expect ownership. We are looking for someone who learns from mistakes, takes responsibility, recognizes strong performance, addresses concerns promptly, and continually strives to improve the team and the customer experience.
Success in This Role Looks Like
- Customers consistently receive an exceptional, transparent service experience.
- Employees understand expectations and are coached and held accountable fairly and consistently.
- The department meets or exceeds its financial and operational goals.
- Team members feel supported, challenged, recognized, and motivated to improve.
- The Service Department operates efficiently with a positive, solution-focused culture.
Is This You?
You may be the right fit if you believe people deserve honesty, customers deserve excellence, and teams perform best when expectations are clear and accountability is consistent. You enjoy coaching others, solving problems, celebrating wins, taking ownership when things do not go as planned, and building a department people are proud to be part of.
Join Harr Motors and help preserve a trusted legacy while building the next chapter of it.
We look forward to meeting leaders who are ready to make a lasting impact.
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