Express Service Manager

About Chesrown

Chesrown is a family-owned auto group that has been serving central Ohio for three generations. Our Delaware store is our flagship, with roughly 90 people on site and a service drive that stays busy. We are not a public group and we do not operate like one. Decisions get made in the building, by people you will actually see on the floor.

The Express Service Manager runs our express and lube line and owns the inspection process that feeds it.

Two halves to this job. The first is the lane itself: keeping the line moving, keeping the techs covered, and making sure every car that comes through gets the same quality of work. The second is the inspection: performing the multi-point vehicle inspection, documenting what you find, and recording a short narrated walk around video the customer can watch on their phone.

That video is the point. When a customer can see the condition of their own vehicle and hear why the work matters, in your words, the conversation with the advisor stops being a sales pitch and starts being a decision they can make with confidence. We use My Karma alongside Tekion to capture the video, send the link, and track every recommendation back to the person who found it, which means the work you generate shows up under your name.

You will start on the express line, where volume is highest and the process is easiest to standardize. As the process proves out, the role expands to cover main shop inspections so every service customer in the building gets a documented inspection and a video.

Run the lane

• Own daily throughput and flow on the express and lube line
• Schedule and coordinate express technician coverage so the lane stays staffed
• Train express technicians on inspection standards and hold the process consistent
• Own comeback and quality control on express work
• Keep the drive and the shop communicating so nothing sits

Own the inspection

• Perform a complete multi-point vehicle inspection on every eligible repair order, not a quick visual pass
• Record a short narrated walk around video showing the customer each finding in plain language
• Build a clear, prioritized recommendation with safety and maintenance first
• Send the video to the customer through My Karma before they are asked to approve anything
• Hand the Service Advisor a clean, evidence-backed recommendation that is easy to present
• Keep every recommendation honest and backed by what the camera shows

You will be measured on inspection and video capture rate per eligible RO, recommended work dollars generated, customer approval rate on the recommendations you send, My Karma send and view rate, express lane throughput, and comeback rate. Specific targets are set with the Service Manager.

Consistency matters more here than raw speed. The right person inspects every eligible vehicle the same way on a Tuesday afternoon as they do on a Saturday morning, tells the truth on camera, and leaves the customer feeling informed rather than sold.

• Dealership or independent service experience, express and lube line experience preferred
• Comfortable on camera and able to explain a repair without jargon
• Organized enough to keep a busy lane moving while documenting every car
• Experience leading or training technicians, or clear readiness to step into it
• Comfort with a DMS (we run Tekion) and My Karma, or the ability to learn both quickly
• Valid driver's license and a clean driving record
• ASE certification is a plus, not a requirement

Reports to the Service Manager. Works daily with the Service Advisors who present and close the work you document, and with the express technicians on the lane.

Chesrown is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.