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 experienceValid 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 AccountabilitiesKey Responsibilities:Service Department LeadershipManage 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 ExperienceEnsure 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 ManagementMonitor and manage service department KPIs including:Labor salesTechnician productivity and efficiencyEffective labor rateParts-to-labor ratioService absorptionSchedule and optimize workflow to maximize technician productivity. Ensure service processes meet manufacturer requirements. Financial PerformanceManage department budgets and achieve profitability targets. Monitor labor gross profit and expenses. Develop strategies to increase service retention and revenue. Manufacturer ComplianceMaintain compliance with policies and standards for all represented brands. Ensure proper warranty procedures and documentation. Implement manufacturer service programs and campaigns. Process ImprovementDevelop and implement processes to improve efficiency, profitability, and customer satisfaction. Utilize service management software and data analytics to track performance. Facility & Equipment OversightMaintain a clean, organized, and safe service facility. Ensure equipment maintenance and compliance with safety standards. QualificationsRequiredAutomotive 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 CompetenciesLeadership and team developmentCustomer Relations managementOperational efficiencyFinancial and KPI managementConflict resolutionStrategic thinkingCompensation & BenefitsCompetitive salary + performance bonusesHealth, dental, and vision insurance401(k) with employer matchPaid time offEmployee vehicle purchase/service programsOngoing manufacturer trainingWork EnvironmentFast-paced luxury automotive dealership environment. Combination of office work and service department floor oversight. Occasional evenings or weekends are based on operational needs.