Service Manager Job Description
Service Managers are the leaders of our service teams. In this role, you will
be responsible for delivering an impeccable service experience to each and
every Tesla customer while preparing Tesla Service teams to meet the needs of
our Model 3 customers and beyond.
Expectations and Responsibilities:
Our Service Managers must
deliver excellent results and achieve goals quarter after quarter, month after
month, on all aspects of customers, people, operations, and financials.
Our customers are changing the world, and it is your responsibility to exceed
their expectations of what a service experience should be. We expect you to go
above and beyond for our customers. You will actively monitor customer service
trends to make necessary improvements, and assist your team in developing appropriate
standards and processes to continuously elevate the overall service experience.
Our Service Managers lead by example. We expect you to put your team’s success
before your own, and actively involve yourself in your team members’ growth and
development. Your team will look to you to set the standard for open
communication, active problem solving, and a positive work environment. We will
look to you to build a team of top talent and mentor the next generation of
Tesla leaders. Our Service Managers are the coaches of their teams – you must
provide regular coaching and feedback, and have a deep knowledge of your team’s
strengths and opportunities. You will be responsible for leading change and
inspiring your team every day.
As a Service Manager, you must understand and own every aspect of your service
center’s performance. You will be responsible for driving continuous
improvements to facilitate exceptional team output and customer service. We
expect you to champion safety, efficiency, quality, and overall excellence in
all of your actions and decisions.
Service Managers are expected to understand our business, know their numbers
and lead the center’s daily operations to achieve specific goals in
productivity, quality, output, cost as well as revenue / margin where
Our Service Managers act in the
best interest of Tesla at all times. You must have a passion for our mission,
our people, and our customers.
Technical acumen is required –
you must develop a knowledge of all Tesla products, as well as Service systems,
processes, and procedures.
Attitude and approach is
everything. You must:
Be a leader and a team-player.
Love to change the status quo
and work well in high-pressure situations. Exceptional prioritization and time
management skills are essential for success.
Be strategic and proactive. You
must think and plan ahead to give your team the tools they need to be
Be self-aware, flexible and
Possess a rare combination of
analytical thinking, hands-on problem solving, and a customer-service mindset.
Be an advocate for your
customers and your team. Your success depends on theirs.
Bachelor’s degree or equivalent professional experience.
Professional experience: Prior
leadership experience in a service-focused industry. Automotive expertise is
Experience leading teams and managing a diverse group of roles and
Process / operations experience,
strong and proven experience leading field, technical repair or manufacturing
teams in a fast-paced, technology-driven environment with strong customer
facing responsibilities. Experience running complex processes using Lean or