Automotive service managers play a crucial role in a dealership. A good service manager keeps the service department profitable, builds customer relationships, and builds and leads a team. Let’s look at the responsibilities of a service manager, what it takes to become one, and what to look for when hiring one for your business.

What Does an Automotive Service Manager Do?

Automotive service managers have multifaceted responsibilities within the business they’re hired in, from overseeing their department’s processes and personnel to building customer relationships.

On the business side, managers are responsible for motivating their team members and ensuring new employees get the training and equipment they need. Managers are usually also involved with hiring employees, including conducting interviews to determine which candidates are qualified and a good fit for the organization. 

Managers must also interact with customers to build positive connections for developing long-term customers and addressing any concerns or errors that arise¹. 

What Is the Job Description of an Automotive Service Manager?

Automotive service managers have leadership roles, so they are expected to handle several aspects of a business. These are some typical duties that pertain to this role:

• Track an annual budget against spending, address budget issues, and implement changes to cut costs as required. 
• Track parts, tools, and vehicle inventory, and place orders as required to maintain efficient daily operations. 
• Ensure documents are kept up to date and tracked, including customer data, service repairs, and manufacturer-specific documents, such as warranties.
• Ensure a safe work environment that complies with government regulations. This requires knowledge of OSHA standards and regulations at local, state, and federal levels. 
• Ensure compliance with automotive manufacturer policies. 
• Hire and train new staff and ensure performance across the team is up to business standards. This includes mentoring and taking action to keep up team morale, leading to better customer service. 
• Interface with manufacturer leadership.
• Listen to and work to correct customer complaints and requests to ensure customer satisfaction².

How Can Someone Become an Automotive Service Manager?

There are some key qualifications to be considered for an automotive service manager position. Not every employer looks for a bachelor’s degree, but relevant coursework and certifications, such as automotive technology or business management, can be beneficial. At least 1–2 years of experience managing an automotive service department or within the automotive service industry is highly valued. Some dealerships may substitute experience for education requirements for individuals with a significant amount of full-time experience as a manager. 

Aside from the above experience, prospective employees should be comfortable reading technical and financial documentation. This includes comfortability with interpreting workplace safety rules to effectively implement them in the operation of the business. They must also be comfortable with business math to be able to manage department budgets, inventory, and performance metrics. Even though these tasks are usually completed with software, having the foundational skills to verify data and correct errors is essential for dealing with the financial aspects of the business³.

Two other vital skills to have strong interpersonal and problem-solving skills. Automotive managers are customer-facing and need to provide a positive experience to build trust and develop a customer base. They must also deal with employees to develop a strong, confident, and capable team. Problem-solving skills are vital for tackling any challenges in the role, such as developing service plans, dealing with inventory shortages, and resolving customer issues. 

If you really want to become an automotive service manager, there are many certifications available. There are specific automotive management training programs, general management certificates, and automotive-specific qualifications, such as those offered by the National Institute of Automotive Service Excellence⁴.

What to Look For When Hiring an Automotive Service Manager

The right automotive service manager is essential to your dealership’s success, no matter its size. They have exposure to all aspects of the business, including customers, staff, parts dealers, and upper management. They deal with hiring, day-to-day operations, managing inventory, and keeping track of financials.

Your ideal candidate is someone who can juggle tasks as their daily schedule varies. They should have a track record of assisting and leading team members to ensure they’re prepared to hire and train new technicians. They should also be prepared to lead by example when it comes to providing customer service and working toward the department’s productivity and profitability goals. This means being prepared to identify strengths and areas for improvement and helping develop and implement new processes. Your service manager may also be tasked with monitoring performance results to ensure the department’s objectives are being met.

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Sources

1. What is an Automotive Service Manager? Universal Technical Institute. Retrieved June 25, 2024, from https://www.uti.edu/blog/automotive/automotive-service-manager
2. Automotive Service Manager Job Description. AutoJobs.com. Retrieved June 25, 2024, from https://www.autojobs.com/jobs/automotive-service-manager-job-description/
3. Tips to Becoming an Automotive Service Manager. Auto Repair Shop Success. Retrieved June 25, 2024, https://www.autojobs.com/jobs/automotive-service-manager-job-description/
4. Automotive Service Manager Job Description Template. HRBLADE. Retrieved June 25, 2024, https://hrblade.com/job-descriptions/automotive-service-manager
5. Cowan, Jeff (01/09/2023). Understanding the Value of the Service Manager at an Automotive Dealership. Jeff Cowan’s Pro Talk. Retrieved June 25, 2024, https://automotiveservicetraining.com/understanding-value-service-manager-automotive-dealership/