Essential Duties & Responsibilities

Service Department Operations

· Oversee all daily operations of the Service Department to ensure efficient workflow and exceptional customer service.

· Monitor and manage technician productivity, efficiency, and labor performance.

· Ensure repair orders are properly written, dispatched, completed, and closed in a timely manner.

· Monitor shop capacity, scheduling, workflow, and technician workload.

· Ensure all repairs are performed according to manufacturer specifications and dealership standards.

· Maintain compliance with manufacturer policies, warranty procedures, and dealership operating procedures.

· Work closely with the Parts Department to ensure timely availability of parts and minimize repair delays.

· Monitor comeback repairs, warranty claims, and customer concerns to ensure proper resolution.

Financial Performance & Profitability

· Develop and manage departmental budgets, sales objectives, and profitability goals.

· Monitor labor sales, effective labor rate, gross profit, hours per repair order, and technician productivity.

· Identify opportunities to increase customer-pay labor sales, maintenance retention, and overall department revenue.

· Control departmental expenses, including payroll, overtime, supplies, and operational costs.

· Review monthly financial statements and performance reports to identify opportunities for improvement.

· Establish performance goals and hold department personnel accountable for achieving established targets.

Customer Satisfaction & Retention

· Ensure customers receive professional, timely, and exceptional service throughout their dealership experience.

· Monitor customer satisfaction scores, online reviews, and manufacturer CSI performance.

· Address escalated customer complaints and ensure concerns are resolved promptly and professionally.

· Develop strategies to improve customer retention, loyalty, and repeat service business.

· Ensure Service Advisors communicate effectively with customers regarding vehicle repairs, recommendations, and completion timelines.

Employee Leadership & Development

· Recruit, hire, train, develop, and retain qualified Service Department personnel.

· Directly supervise Service Advisors, Shop Foreman, Technicians, and other assigned service personnel.

· Conduct regular performance reviews and establish individual and departmental performance expectations.

· Monitor attendance, punctuality, productivity, and employee performance.

· Promote a positive, professional, and accountable work environment.

· Address employee performance concerns and administer corrective action in accordance with company policies.

· Identify training opportunities and ensure employees maintain required manufacturer certifications and training.

Safety & Compliance

· Ensure the Service Department maintains a clean, organized, and safe working environment.

· Enforce all company safety policies, OSHA requirements, and applicable federal and state regulations.

· Ensure proper handling and disposal of hazardous materials and automotive fluids.

· Maintain compliance with dealership policies, manufacturer requirements, and applicable employment laws.

· Ensure all required employee training and certifications are current.

Performance Expectations & Key Performance Indicators (KPIs)

The Service Manager will be responsible for monitoring and improving the following performance indicators:

· Total Service Department Revenue

· Service Department Gross Profit

· Customer Pay Labor Sales

· Effective Labor Rate (ELR)

· Technician Productivity and Efficiency

· Labor Hours Per Repair Order (HPRO)

· Customer Satisfaction Index (CSI)

· Customer Retention

· Comeback and Warranty Repair Rates

· Service Advisor Performance

· Departmental Expense Control

· Employee Retention and Training Compliance

Qualifications & Requirements

· Minimum of 3–5 years of automotive dealership service management experience preferred.

· Previous experience managing Service Advisors, Technicians, and service operations.

· Strong understanding of dealership financial statements, departmental gross profit, and expense management.

· Knowledge of automotive repair processes, warranty administration, and manufacturer requirements.

· Demonstrated ability to improve service department performance and profitability.

· Strong leadership, communication, organizational, and problem-solving skills.

· Proficiency with dealership management systems (DMS) and automotive service software.

· Ability to manage multiple priorities in a fast-paced dealership environment.

· Valid driver's license with an acceptable motor vehicle record.

Physical Requirements & Work Environment

· Ability to work in a dealership service environment, including shop and office areas.

· Ability to stand, walk, and move throughout the dealership as needed.

· Ability to work flexible hours, including evenings and weekends, based on dealership operating needs.

· Ability to communicate effectively with employees, customers, vendors, and management.