New Sustainable Mobility Brand Service Manager

Position Location: Metro Market (s) in North Carolina, South Carolina

About Us

Mills Automotive Group: Your Partner in Delivering a Tailored & Exceptional Automotive Experience!

At Mills Automotive Group, we’re a family-owned company that takes great pride in our position as one of the leading dealership groups in the United States. With a constantly expanding portfolio of over 30 dealerships and a diverse range of brands under the Mills Auto umbrella, we’re well-equipped to cater to consumer’s automotive needs. What truly distinguishes us is our unwavering commitment to our clientele. Our experienced sales and service team possesses years of industry expertise – all dedicated to satisfying the consumer's automotive needs.

What We Offer Our Clients:

1. Extensive Inventory: Explore an extensive online inventory containing an impressive selection of vehicles from renowned brands such as Audi, Chevrolet, Honda, Hyundai, Nissan, Ford, Genesis, Lincoln, Maserati, Alfa Romeo, Chrysler, Dodge, RAM, FIAT, Jeep, Wagoneer, Toyota, Volkswagen, BMW, Mercedes-Benz, Bentley, Jaguar, and Land Rover. Discover the perfect vehicle that suits your preferences and lifestyle.
2. Personalized Assistance: Our dedicated staff offers comprehensive support throughout the entire process. Whether browsing for information, scheduling a test drive, or inquiring about financing options, Mills Auto Group is committed to ensuring a smooth and effortless car buying and servicing experience.
3. Expert Service and Maintenance: Trust our skilled technicians in our state-of-the-art service departments for all automotive maintenance and repair needs. From routine oil changes and filter replacements to comprehensive powertrain and drivetrain repairs, we have you covered. Conveniently schedule appointments or obtain quality parts from us for DIY maintenance.
4. Unparalleled Quality: We are known for delivering high-quality vehicles and services that our customers rely on. Count on us to uphold our exceptional reputation, offering nothing less than the best in the automotive industry.
5. Customer Engagement: Your feedback matters to us. We encourage you to stop by one of our dealerships to experience our dedication firsthand or reach out to our knowledgeable staff with any questions or concerns. We're here to ensure a seamless and enjoyable automotive journey.

At Mills Automotive Group, we're more than just a dealership. We're a trusted partner for all things automotive. Let us exceed your expectations – visit us today and let's embark on an exciting journey together. Your satisfaction is our priority, and we're committed to redefining the car experience and meeting your needs at every turn.

Join Our Ever-Expanding Team

As we redefine the car-buying experience, we're looking for individuals who share our core values of character, integrity, teamwork, work ethic, and performance. When you join Mills Auto Group, you become part of a passionate and dedicated team working towards a common goal: delivering a tailored, exceptional automotive experience for all our customers.

Whether you're interested in sales, service, or any other role within our organization, your contribution matters. We are committed to hiring the best and brightest people who are enthusiastic, positive, share a growth mindset, and have the desire to create exceptional customer experiences. We value diversity, offer a supportive work environment, and provide opportunities for personal and professional growth. At Mills Auto Group, you're not just an employee; you're a valued member of our family.

So, come be a part of our exciting journey as we speed towards the future. Join Mills Auto Group and help us continue to redefine the car-buying experience for our valued customers. Your dedication to our core values will make all the difference as we achieve new heights together.

About The Role

The Service Manager will be responsible for oversight of all service operations including building an all-new team of top-talent advisors, technicians, and parts staff for a new-to-market, sustainable mobility brand, and pre-owned vehicles. This position requires an enthusiastic individual and people developer who has demonstrated experience with leading and motivating teams and is dedicated to creating positive, lasting, and memorable customer interactions throughout the service process. A strong technical acumen is required – including a solid understanding of EV vehicle repair and the latest automotive technologies. Diverse candidates are encouraged to apply!     

What You Will Do – Essential Responsibilities

• Oversee all day-to-day operations, including ensuring “Fix-It-Right-The-First-Time” strategy is fully implemented with expeditious actions to deliver high customer satisfaction while achieving profitability
• Ability to take ownership, create a culture of trust and accountability, and develop a top-talent team from the ground up
• Strong leadership abilities, including the ability to inspire and motivate service team, set clear expectations, and provide constructive feedback
• Driven to achieve targets and understands link between service and customer experience
• Experience working in a high-tech and customer-focused environment with a verifiable track record of excellence in customer satisfaction
• Possess analytical thinking, hands-on problem-solving, and a proactive mindset
• Set sales, profitability, and customer service targets
• Drive operational excellence by establishing efficient processes to identify and report complex technical issues as well as effectiveness of diagnostics, software updates, repair plans, and corrective actions
• Establish high operational standards to ensure shop cleanliness, organization, throughput, and 100% shop efficiency
• Exceptional organization and the ability to drive continuous improvement
• Select, train, and develop employees, ensuring all positions are filled promptly
• Ensure team masters ongoing knowledge of vehicle features for a new-to-market brand; have a strong grasp of services offered and vehicle technology
• Serve as primary point of contact to manage escalations, address customer concerns, compliance matters, and resolve any priorities related to service operations
• Work collaboratively with key stakeholders: Store team, Product Brand team, MAAMCO Executive team, and Policy Departments to ensure unparalleled customer experience
• Exceptional communication skills in diverse forums
• Ensure workshop safety and compliance standards are met

We Invite You To Apply – Key Qualifications & Requirements:

• 5+ years of managing day-to-day service operations including appointments, walk-ins, dispatch, and managing through-put while delivering high customer satisfaction
• Proven record of effectively leading, managing, and inspiring service teams to attain goals while delivering exceptional customer service
• Customer-centric mindset and a deep passion for creating ongoing memorable consumer experiences
• Highly collaborative and team-oriented
• Self-driven initiative; hardworking; willing to go above and beyond for customer
• Strong desire to execute and identify new ways to push the business forward
• Strong verbal, written communication, and interpersonal skills
• Excellent interpersonal and organizational skills with the ability to relentlessly prioritize
• Manage and overcome customer feedback in a cordial and calm manner
• Act with urgency and champion excellence in all company objectives
• Proficient in using standardized shop equipment
• Experience in EV service role – including diagnostics, maintenance, and repair of high voltage powertrain systems
• Oversee implementation of mobile service – including process development, KPIs, and ensuring utilization and profitability
• Ensure service delivery commitments are met – including PDI readiness and vehicle detailing
• Develop process to ensure advisors/technicians communicate with customers throughout the day to provide status updates on vehicle repairs and estimated completion times
• Ensure technicians properly document repair work orders – including complaint causes, correctly apply labor codes, etc.
• Provide oversight for all safety/liability concerns; ensure all legal compliance is followed
• Provide ongoing technical training
• Flexible - available to work weekends, evenings, nights, and holidays as needed
• Proficient in business productivity tools and software (MS Office suite, CRM tools, and retail business systems)
• Maintain a valid/active United States-issued driver’s license
• Candidate must be authorized to work in the United States

What We Offer

Benefits

• Cigna PPO, Imagine 360 and HSA plans > 2 medical plan options
• Dental and Vision Plans
• 401(K)
• Company Paid Basic Life and Short-term Disability
• Employee Assistance Plan
• Sick and Vacation Time, Paid Holidays
• Voluntary Benefits Include:  Critical Illness, Hospital Indemnity and Accident Insurance
• Employee Discounts and Perks Program
• Employee Wellness Subsidy
• Tuition Assistance Program (Selected Dealerships)

Compensation Range

$100,000 - $150,000/annual salary + bonus

The salary you will receive can fluctuate based on several personalized factors, such as the job's geographical location, your expertise, skills, and professional background. Additionally, the comprehensive compensation package associated with this role might encompass additional components, which will be contingent upon the specific job offer extended to you. If you receive a job offer, you will receive detailed information about your eligibility and participation in these benefits plans.

At Mills Auto Group, we don’t just welcome diversity - we celebrate it! Mills Auto Group is proud to be an equal-opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

If this role interests you, we invite you to submit your resume today!

Mills Auto Group