Service Manager

The Service Manager is responsible for overseeing all operations of the service department for a multi-franchise automotive dealership. This role ensures exceptional customer experience, efficient service operations, strong technician productivity, and profitability while maintaining manufacturer standards across multiple brands. The Service Manager leads service advisors, technicians, and support staff while driving operational excellence and customer satisfaction.

QUALIFICATIONS (minimum requirements)

• Experience managing multiple franchise brands.
• OEM certifications or factory training.
• Familiarity with systems such as Dealertrack, Reynolds & Reynolds, or CDK. CDK a Plus.

Education and/or years' experience required:

• High School Diploma or G.E.D.
• Service manager experience
• Valid driver's license and acceptable driving record.

Preferred/Required Skills and Abilities:

• Ability to work with limited supervision.
• Must be able to manage in a fast-paced work environment.
• Must have great customer service and communication skills.

Supervision of others/decision making aptitude (if applicable):

• Supervisory responsibilities required with this position.

ESSENTIAL FUNCTIONS AND ACCOUNTABILITIES

Key Responsibilities:

Service Department Leadership

• Manage daily operations of the service department across multiple vehicle franchises.
• Supervise service advisors, technicians, warranty administrators, and support staff.
• Recruit, train, mentor, and evaluate service personnel.
• Foster a high-performance, customer-focused culture.
• This is a very hands-on position with the team!

Customer Experience

• Ensure an exceptional luxury service experience for every customer.
• Resolve escalated customer concerns professionally and efficiently.
• Maintain high CSI (Customer Satisfaction Index) scores across all manufacturer programs.

Operational Management

• Monitor and manage service department KPIs including:
• Labor sales
• Technician productivity and efficiency
• Effective labor rate
• Parts-to-labor ratio
• Service absorption
• Schedule and optimize workflow to maximize technician productivity.
• Ensure service processes meet manufacturer requirements.

Financial Performance

• Manage department budgets and achieve profitability targets.
• Monitor labor gross profit and expenses.
• Develop strategies to increase service retention and revenue.

Manufacturer Compliance

• Maintain compliance with policies and standards for all represented brands.
• Ensure proper warranty procedures and documentation.
• Implement manufacturer service programs and campaigns.

Process Improvement

• Develop and implement processes to improve efficiency, profitability, and customer satisfaction.
• Utilize service management software and data analytics to track performance.

Facility & Equipment Oversight

• Maintain a clean, organized, and safe service facility.
• Ensure equipment maintenance and compliance with safety standards.

Qualifications

Required

• Automotive service management experience or a Assistant service manager looking to take the next step.
• Experience in luxury or premium automotive brands.
• Strong leadership and team management skills.
• Proven track record of improving service department profitability and CSI.
• Deep understanding of service operations, warranty processes, and dealership management systems.

Key Competencies

• Leadership and team development
• Customer Relations management
• Operational efficiency
• Financial and KPI management
• Conflict resolution
• Strategic thinking

Compensation & Benefits

• Competitive salary + performance bonuses
• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off
• Employee vehicle purchase/service programs
• Ongoing manufacturer training

Work Environment

• Fast-paced luxury automotive dealership environment.
• Combination of office work and service department floor oversight.
• Occasional evenings or weekends are based on operational needs.