Service Manager

Full-Time | Sound FX Automotive
Be Part of the #1 Automotive Customization Shop on Delmarva

Sound FX is seeking an experienced, highly organized, and results-driven Service Manager to lead our service department in Bridgeville, Delaware. This is a fast-paced leadership position that requires someone who can confidently manage technicians, oversee complex scheduling demands, resolve customer concerns, and maintain control of daily operations in a high-pressure environment.

We are looking for a strong leader who takes ownership, makes decisions, holds people accountable, and gets things done. The right candidate must be able to anticipate problems, establish priorities, and keep the shops operating efficiently even when faced with unexpected challenges, demanding schedules, and competing priorities.

The Service Manager is ultimately responsible for ensuring our technicians are productive, service commitments are met, and customers receive the level of service they expect from Sound FX. This is not simply a scheduling or administrative position. It requires hands‑on leadership, sound judgment, exceptional follow‑through, and the confidence to manage both people and challenging situations.

• Take ownership of daily service department operations, ensuring technicians are productive, organized, and meeting expectations.
• Lead, manage, and hold service technicians accountable for performance, professionalism, efficiency, and quality of work.
• Set clear expectations and address performance or communication issues directly and promptly.
• Make confident operational decisions without requiring constant oversight.
• Identify and resolve problems before they disrupt schedules, productivity, or customer satisfaction.
• Maintain a sense of urgency and accountability throughout the shops.
• Work with company leadership to improve team performance, processes, and overall service operations.

• Oversee and manage technician schedules, ensuring efficient use of available time and resources.
• Prioritize incoming service requests based on urgency, customer expectations, technician capabilities, and workload.
• Quickly adapt schedules when emergencies, unexpected delays, or staffing challenges arise.
• Monitor daily job progress and ensure technicians remain on schedule.
• Manage outstanding service tickets, follow‑up appointments, and unresolved issues to prevent jobs from falling through the cracks.
• Ensure technicians are properly prepared for scheduled work and have the necessary information and resources.
• Maintain an organized, efficient workflow while balancing competing priorities.

• Serve as the primary escalation point for service‑related customer concerns.
• Act as a liaison between technicians and customers when communication, clarification, or intervention is necessary.
• Confidently handle difficult conversations, dissatisfied customers, and high‑pressure situations.
• Communicate clearly and professionally regarding scheduling, service delays, job status, and resolutions.
• Take ownership of customer issues and follow through until an appropriate resolution is reached.
• Balance customer expectations with realistic scheduling, technician availability, and operational capabilities.
• Ensure customers feel heard, informed, and taken care of throughout the service process.

• Maintain visibility and control over all active and outstanding service requests.
• Identify scheduling inefficiencies, recurring service problems, and technician performance concerns.
• Implement solutions that improve productivity, response times, and customer satisfaction.
• Ensure…