Service Manager

Job Description:

Service Manager

Position Summary

The Front-of-Shop Manager is responsible for managing all customer-facing operations of the auto shop, including service intake, estimating, billing, and communication. This role ensures smooth workflow between the front counter and the shop, while maximizing labour efficiency, revenue, and customer satisfaction.

This position works closely with the Shop/Technician Manager, who oversees technical operations and repair quality.

Key Responsibilities

Customer Service & Communication

• Act as the primary point of contact for all customers
• Greet customers, assess service needs, and open work orders
• Clearly explain repairs, timelines, and costs
• Provide updates and obtain approvals throughout the repair process
• Handle customer concerns and resolve issues professionally

Estimating & Billing

• Prepare accurate repair estimates based on technician input
• Ensure proper labour times and parts pricing are applied
• Review and finalize invoices before closing
• Ensure all work performed is billed correctly
• Manage customer payments and account balances

Labour Control & Workflow Coordination

• Schedule work to maximize technician productivity
• Coordinate daily workflow with the Shop/Technician Manager
• Monitor labour hours sold vs. available hours to labour hours billed
• Ensure technicians stay fully utilized, and jobs move efficiently
• Identify and address bottlenecks in the workflow

Systems & Administration

• Manage all work orders in shop software (e.g., AutoLeap)
• Ensure notes, approvals, and job details are properly documented
• Track key metrics (labour hours & parts sales)
• Maintain organized and accurate customer records

 Team Collaboration

• Work closely with the Shop/Technician Manager to align workflow
• Communicating priorities and changes throughout the day
• Support a positive and professional team environment

Qualifications & Experience

• 2–5+ years in an automotive service advisor or similar role is considered an asset
• Strong understanding of automotive repair processes is considered an asset
• Experience with estimating and invoicing
• Experience with shop management software (AutoLeap preferred)

Skills & Competencies

• Excellent customer service and communication skills
• Strong organization and multitasking ability
• Attention to detail in billing and estimates
• Ability to manage a fast-paced front counter
• Strong problem-solving and decision-making skills

Working Conditions

• Primarily front office/customer-facing role
• Fast-paced environment with frequent interruptions
• Coordination with the shop floor throughout the day

Salary & Compensation

• This position offers a competitive compensation package designed to attract and retain a strong, performance-driven candidate.
• Base Salary Range: $60,000 – $90,000 annually (based on experience and skill level)
• In addition to base pay, the company offers a cost-shared RRSP program and a health benefits plan, available to eligible employees. These benefits are designed to support long-term financial security and overall well-being.

Tagged as: 60040