Sales: 360-256-5000
Service: 360-369-3628
The Service Drive Manager leads daily service drive operations, delivers exceptional customer experience, develops the TSM team, manages workflow, and improves department efficiency and profitability. This position connects customers, TSMs, technicians, parts, the call center, manufacturers, and dealership leadership.
Service Drive Manager Compensation and Benefits:
Service Drive Manager Competitive Salary: $1000/mo salary plus 1.5% of adjusted parts and service gross, plus monthly focus bonuses. Expected monthly income of $10,000-$12,000.
Generous Paid Time Off (PTO): We prioritize work-life balance, offering industry-leading PTO. New full-time employees accrue 4 hours per pay period, totaling approximately 96 hours in the first year, with increases over time.
Comprehensive Benefits Package: Hannah Motor Company provides extensive health benefits starting the first month after 60 days of employment. Options include medical, dental, vision, Health Savings and Flexible Spending accounts, life insurance, and short- and long-term disability, alongside a robust 401(k) plan for retirement planning.
Paid Holidays: We offer 5 paid holidays per year to the Service Drive Manager subject to completion of the introductory period and other eligibility requirements as per company policy.
Service Drive Manager Responsibilities:
Leadership, Accountability and Customer Experience
Lead, coach, train, and develop the TSM team while building morale and teamwork.
Hold TSMs accountable for dealership process and performance standards.
Lead weekly TSM meetings to review goals, challenges, results, and recognition.
Handle customer concerns and service recovery and maintain strong CSI and FFV performance.
Act as the call center contact when TSMs are unavailable and ensure timely customer communication.
Maintain positive working relationships among TSMs, technicians, parts, and management.
Service Drive Operations
Manage service workflow, staff coverage, schedules, vehicle flow, and open repair orders.
Ensure repair orders are accurate, complete, properly authorized, and closed promptly.
Monitor repair progress and ensure customers receive accurate estimates, promised times, costs, and status updates.
Ensure declined-service follow-up calls are completed, and technician's time is accurately recorded.
Oversee internal intake and delivery processes, same-day vendor purchase orders, daily till balancing, and bank-run coverage.
Manage schedules and measure rental and transportation processes.
Performance, Warranty and Manufacturer Relations
Monitor sales, gross profit, closing percentages, discount usage, NPS, FFV, rental utilization, and other department KPIs.
Identify opportunities to improve customer experience, efficiency, repair cycle time, and profitability.
Assist with warranty claim processing and ensure repair documentation meets dealership and manufacturer requirements.
Maintain manufacturer relationships and manage ongoing Stellantis care cases and communications.
Ensure TSMs remain current on required online training.
Service Drive Manager Qualifications:
Excellent listening, speaking, writing, coaching, and customer de-escalation skills.
Strong organization, time management, math, research, and problem-solving abilities.
Ability to manage multiple priorities, work independently, and meet deadlines in a fast-paced environment.
Computer proficiency, including Microsoft Word, advanced Excel, and Outlook.
Working knowledge of dealership operations, repair orders, service workflow, and financial performance metrics.
Professional appearance, positive attitude, attention to detail, and commitment to customer satisfaction.
What Success Looks Like
Success in this role means stronger customer satisfaction, consistent TSM process adherence, accurate repair orders, improved workflow, profitable operations, effective manufacturer communication, and a positive, accountable team culture.
At Dick Hannah Dealerships, our Core Values are summed up in four words: Family, Integrity, Respect and Purpose. We’re a family-run business that’s been around since 1949 but keep our focus on the future and innovation. The Hannah family is passionate about how our business is run and treating our employees just as well as our customers. Every day. We truly care for our employees and sincerely appreciate everyone’s day-to-day contributions.
Dick Hannah Dealerships. Believe in nice.
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.