Job Details

Service Lane Manager

Ferguson Buick GMC is looking for an experienced and driven Service Lane Manager to oversee the daily operations of our Express Lane. This individual will lead a team of Express Advisors and Technicians, ensuring top-tier customer service, efficient workflow, and a positive team environment. The ideal candidate is organized, customer-focused, and thrives in a fast-paced, high-volume setting.

Key Responsibilities:

• Supervise the Express Lane staff, including Express Advisors, Technicians, and porters.
• Ensure a smooth and efficient customer check-in/check-out process.
• Monitor and maintain workflow to optimize productivity and minimize wait times.
• Coach and train team members on service procedures, upselling techniques, and customer experience standards.
• Enforce safety protocols and cleanliness standards in the Express Lane.
• Communicate effectively with customers regarding their vehicle maintenance needs.
• Collaborate with Parts and Service teams to ensure proper parts availability and repair timelines.
• Handle customer concerns and resolve issues quickly and professionally.
• Monitor performance metrics such as CSI scores, RO count, labor hours, and upsell rates.
• Conduct daily team huddles and regular performance reviews.
• Maintain compliance with dealership policies and manufacturer guidelines.

Qualifications:

• Minimum 2 years of experience in a service lane or automotive customer service role.
• Previous leadership or management experience in a dealership service department is strongly preferred.
• Strong understanding of basic automotive services and maintenance.
• Excellent communication, leadership, and organizational skills.
• Ability to multitask and manage priorities in a fast-paced environment.
• Proficient with dealership DMS systems and scheduling tools (e.g., CDK, Xtime, or similar).
• Valid driver's license and clean driving record.

Benefits:

• Competitive pay and bonus structure
• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off and holidays
• Ongoing training and career advancement opportunities
• Employee discounts on vehicles and service

Ferguson Buick GMC is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and consider all qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.