Service Manager

Job Description

Job Description

Service Manager Position Summary

The Service Manager is accountable for the profitability, efficiency, and customer satisfaction of the Service Department. This manager ensures high-quality mechanical and aesthetic standards are consistently met for all customer vehicles and for the used vehicle inventory being prepared for sale. This role reports to the General Manager.

• Drive a relentless commitment to growing Customer Pay and Fleet business segments to maximize department profitability.

• Lead the launch and scaling of modern customer-facing services, including mobile service units and pick up/drop off services.

• Identify and cultivate relationships with local businesses to establish the company as the preferred fleet service provider in the region.

• Continually analyze margins, labor rates, and shop throughput to ensure the department meets or exceeds financial benchmarks.

• Control expenses, labor hours, and parts usage on all internal repair orders (ROs) to ensure costs are accurate and within established budgets.

• Schedule and coordinate work across all shop areas, including the mechanical shop and detailing, to optimize bay usage, technician productivity, and parts flow.

• Oversee vehicle logistics, including the movement and tracking of vehicles through the shop, lot placement, and staging for sales.

• Ensure all internal vehicles undergo a comprehensive, standardized mechanical inspection, accurately documenting required repairs and prioritizing safety-critical items.

• Ensure all shop activities, including waste disposal, tool safety, and facility operations, comply with all local, state, and federal regulations (e.g., OSHA).

• Oversee the comprehensive maintenance, cleanliness, and security of the entire service facility and grounds.

• Directly supervise, motivate, and mentor all service and shop personnel, including Technicians, Detailers, and Lot Attendants.

• Track and evaluate the performance of shop staff, focusing on utilization rates, efficiency, and quality of work.

• Coordinate training and certification opportunities to ensure technicians and detailers are current with repair techniques and product applications.

• Actively strive to represent the company professionally within the local community, building a reputation for integrity and excellence.

• Foster relationships with community organizations and other local businesses.

• Support a superior customer experience (CX) across all service touchpoints and utilize Customer Satisfaction Index (CSI) data to drive continuous improvement.

• Handle customer complaints related to service and repair work with professionalism and a focus on resolution.

• Exceed the Ford benchmark for client satisfaction scores.

• Experience: Minimum of 3+ years of management experience overseeing a multi-faceted automotive shop operation, including service, reconditioning, or body repair preferred.

• Technical Knowledge: Strong working knowledge of automotive mechanical systems, repair processes, and repair estimating.

• Leadership: Proven ability to manage complex logistics, lead a diverse team, and drive productivity in a high-volume environment.

• Software Proficiency: Experience utilizing a Dealer Management System (DMS) and specialized service/shop software to manage repair orders, track time, and control costs.

• Certifications: ASE certification or similar technical accreditation is a plus.

• Licensing: Must possess a valid Driver's License and a clean driving record.