The Service Lane Manager is responsible for owning the service drive鈥攑erformance, people, and process. This is a hands-on leadership position focused on coaching advisors, improving KPIs, and building a positive, accountable culture where everyone knows the goal and how to win.
You鈥檒l set the tone, remove obstacles for your team, and help advisors grow their skills, confidence, and income鈥攚hile delivering results that matter.
Key Responsibilities
- Lead and coach a 4-advisor team with a strong focus on performance, accountability, and development
- Drive key metrics including CSI, ELR, hours per RO, menu penetration, and advisor effectiveness
- Be visible and engaged on the service drive鈥攍eading by example every day
- Conduct daily lane huddles, one-on-one coaching, and performance follow-ups
- Develop advisors through consistent feedback, skill training, and goal setting
- Ensure a customer-first experience while maintaining profitability and efficiency
- Handle escalated customer concerns with empathy, ownership, and solutions
- Partner closely with the Service Manager and Shop Foreman to align lane flow with shop capacity
- Maintain high standards for RO quality, pricing accuracy, and Ford compliance
- Build a culture of trust, respect, and continuous improvement