Service Lane Manager

Position Summary

Toyota of Hemet is seeking a motivated and customer-focused Service Lane Manager to oversee the daily operations of our service drive. The Service Lane Manager is responsible for ensuring a smooth, efficient, and customer-centric experience from vehicle drop-off through repair completion. This leader will manage service advisors and valet staff, uphold dealership and Toyota standards, and drive service department goals for performance, efficiency, and client satisfaction.

Key Responsibilities

• Supervise and support the Service Advisors and BDC/valet teams to ensure exceptional customer service and operational efficiency.
   
• Oversee service drive operations, including vehicle check-in, walkarounds, repair order initiation, and proper customer handoffs.
   
• Ensure timely and accurate communication between service staff, technicians, and customers.
   
• Monitor appointment flow, walk-in traffic, and capacity to maintain optimal scheduling and minimize customer wait times.
   
• Handle customer escalations and concerns with professionalism, empathy, and resolution focus.
   
• Train, coach, and evaluate service drive staff to ensure compliance with dealership standards and Toyota processes.
   
• Monitor KPIs including CSI (Customer Satisfaction Index), RO (Repair Order) count, ELR (Effective Labor Rate), and upsell performance.
   
• Ensure all repair orders and documentation are accurate, complete, and compliant with warranty and safety guidelines.
   
• Maintain a clean, organized, and welcoming service environment.
   
• Collaborate with Parts, Sales, and Management teams to ensure dealership-wide coordination and performance.
   

• Minimum of 3 years of experience in a dealership service department, with at least 1 year in a supervisory or management role.  
• Proven leadership, communication, and customer service skills.  
• Strong understanding of automotive service processes, Toyota or import-brand experience preferred.  
• Familiarity with DealerBuilt, Update Promise, or other service scheduling and DMS systems.  
• Ability to multitask in a fast-paced environment while maintaining attention to detail.  
• High school diploma or equivalent required; associate or bachelor’s degree preferred.  
• Valid California driver’s license and clean driving record.