Service Drive Manager
Lum’s Auto Center, Inc. is seeking an Automotive Service Drive Manager to join our team in Warrenton, Oregon. This is a key leadership role for an experienced service professional who is passionate about coaching, developing people, and delivering an exceptional customer experience through consistent processes and ethical service practices.
This position is ideal for a hands-on leader who thrives in a training-focused environment and enjoys mentoring Service Advisors and Service BDC Representatives. The right candidate believes strong results come from support, accountability, and clear expectations, and is comfortable working within a structured service methodology. Experience with Chris Collins service drive processes is strongly preferred.
The Service Drive Manager at Lum's Auto Center is responsible for the overall performance, efficiency, and customer experience of the service drive. This role places strong emphasis on training, coaching, and supporting Service Advisors and Service BDC Representatives using the Chris Collins service drive methodology. The Service Drive Manager acts as a hands-on leader and coach, ensuring consistent processes, ethical selling, and a high-performing, customer-focused culture aligned with Lum’s values and OEM standards.
Essential Duties and Responsibilities
Leadership & People Management
Serve as the primary coach and trainer for Service Advisors and Service BDC Representatives.
Implement, reinforce, and continuously coach to the Chris Collins service drive processes, scripts, and performance standards.
Conduct regular ride-alongs, call reviews, role-playing sessions, and skill-based coaching.
Set clear performance expectations, KPIs, and behavioral standards.
Hold consistent one-on-one meetings focused on development and accountability.
Partner with HR and leadership on hiring, onboarding, and corrective action.
Foster a culture of learning, professionalism, ethical sales, and teamwork.
Service Drive Operations
Oversee daily service drive workflow and appointment flow.
Ensure repair order accuracy and policy compliance.
Coordinate with Parts and Shop leadership to optimize throughput.
Customer Experience
Champion a consistent, professional customer experience aligned with Chris Collins principles.
Ensure clear communication, value presentation, and follow-up.
Handle escalated customer concerns.
Monitor CSI/CSAT and implement improvement plans.
Financial & Performance Management
Drive KPIs including labor sales, ELR, hours per RO, menu penetration, BDC show rates, and retention.
Analyze reports to identify coaching opportunities.
Ensure ethical upselling and pricing accuracy.
Compliance & Risk Management
Ensure compliance with dealership, OEM, and legal standards.
Prevent sweetheart deals and misrepresentation.
Promote a respectful, harassment-free workplace.
Benefits include a No Cost, No Debt College Degree ® program (up to a Master’s Degree!), health insurance with 90% of the employee premium paid by the employer, dental and vision insurance, 401(k) eligibility after one year of employment, paid time off and paid holidays, a Holiday Savings Plan, Employee Demo Program, generous employee discounts, employer donation matching, employee referral program, paid training and career development, and a fun, team-oriented work environment.