Service Lane Manager

Description:

Wilmington Auto Group

Service Lane Manager

Department: Service / Fixed Operations

Reports To: Service Manager

FLSA Status: Exempt

Direct Reports: Service Advisors and Lane Personnel

Position Summary

The Service Lane Manager leads the day-to-day operation of the service drive at Wilmington Auto Group, ensuring an efficient, professional, and customer-focused write-up and vehicle intake process. Reporting to the Service Manager, this role manages the flow of vehicles through the lane, supervises service advisors, and partners closely with the shop and parts departments to keep the service drive running smoothly and profitably.

The Service Lane Manager is the face of the service department for many customers. This role requires a leader who can coach a team under pressure, protect the customer experience during peak hours, and use service metrics to continuously improve throughput, satisfaction, and revenue.

Key Responsibilities

Lane Operations & Customer Experience

• Oversee day-to-day operations of the service lanes, ensuring efficient, professional customer write-up and vehicle intake.
• Manage traffic flow and appointment scheduling to maximize lane capacity and minimize customer wait times.
• Ensure a consistent, high-quality customer experience from vehicle drop-off through delivery.
• Monitor and respond to customer concerns, escalating and resolving issues as needed.
• Partner with service advisors to ensure accurate write-ups, multi-point inspections, and clear communication of recommended services.

Team Leadership & Development

• Supervise, coach, and develop service advisors and lane personnel.
• Set individual and team performance expectations, including production, CSI, and upsell targets.
• Conduct regular performance reviews and provide ongoing feedback and training.
• Support recruiting, onboarding, and scheduling for the service lane team.

Process & Performance Management

• Monitor key service department metrics, including CSI scores, hours per repair order, effective labor rate, and upsell and menu penetration.
• Identify opportunities to improve lane efficiency, throughput, and profitability.
• Partner with the Service Manager to implement process improvements and standard operating procedures.
• Ensure accurate documentation of repair orders, warranty claims, and service records.

Compliance & Safety

• Ensure compliance with manufacturer standards, warranty guidelines, and dealership policies.
• Partner with the HR & Safety Manager to support a safe working environment in the service drive and shop areas.
• Ensure proper handling of customer vehicles and compliance with safety protocols.

Core Competencies

Customer experience leadership; team coaching and development; service process and metrics management; problem solving under pressure; communication; organization and multitasking.

Qualifications

Required

• High school diploma or equivalent required; associate degree or relevant certification preferred.
• 3+ years of experience in a dealership service department, including experience as a service advisor or in a similar lane or write-up role.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Strong customer service, communication, and conflict resolution skills.
• Working knowledge of service department operations, including repair orders, warranty processes, and CSI metrics.
• Experience with dealership management systems (DMS) and service scheduling tools.

Preferred

• Prior experience as a service lane manager, assistant service manager, or service manager.
• Manufacturer-specific service or CSI training and certification.
• ASE certification or automotive technical background a plus.
• Bilingual English/Spanish skills a plus.

Work Environment & Physical Requirements

Primarily based in the service drive and lane area, with regular exposure to a shop environment, including noise, weather at drive-through bays, and moving vehicles. Must be able to stand and walk for extended periods and move frequently between the lane, shop, and office. Early morning or extended hours may be required based on service department hours of operation.

Success in This Role

Within the first year, the successful candidate will have strengthened lane throughput and reduced customer wait times, improved CSI scores and service advisor performance, and built a well-trained, high-performing lane team.

Why Join Wilmington Auto Group?

At Wilmington Auto Group, our employees are the foundation of our success. This role offers the opportunity to lead a high-visibility team, shape the customer experience in the service drive, and directly impact department performance and profitability.

Equal Employment Opportunity

Wilmington Auto Group is an Equal Opportunity Employer committed to providing equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Requirements: