SERVICE MANAGER

Our Leadership Philosophy

We believe exceptional customer experiences begin with exceptional leadership. Our Service Manager is more than an operational leader—they are the example our team follows every day. We seek a leader who values integrity over excuses, accountability over blame, solutions over problems, and people over ego. This person builds trust through consistency, develops others through coaching, makes difficult decisions with fairness, and understands that every customer interaction shapes our reputation.

Success in this role is measured not only by financial performance but also by the strength of the team, the loyalty of our customers, and the culture we create together.

We don’t expect perfection. We expect ownership. We don’t expect someone who never makes mistakes—we expect someone who learns from them, takes responsibility, and continually strives to improve themselves, their team, and the customer experience.

The Service Manager is responsible for leading the daily operations of the Service Department while delivering an exceptional customer experience, maintaining high levels of employee engagement, and achieving dealership profitability. This role ensures efficient workflow, develops team members, upholds manufacturer standards, and creates a culture of accountability, integrity, and continuous improvement.

Key Responsibilities

Lead, coach, and develop service advisors, technicians, dispatchers, and support staff.

Foster a customer-first culture focused on delivering an outstanding ownership experience.

Monitor customer satisfaction scores and implement action plans to continually improve performance.

Ensure all repairs are completed accurately, efficiently, and according to manufacturer standards.

Manage department productivity, labor sales, gross profit, and expense control.

Establish clear expectations and hold team members accountable for performance, attendance, professionalism, and ethical conduct.

Review key performance indicators (KPIs) daily and implement strategies to improve results.

Resolve customer concerns professionally and promptly while protecting long-term customer relationships.

Work closely with the Parts, Sales, and Business Office departments to ensure seamless dealership operations.

Recruit, hire, train, mentor, and evaluate department personnel.

Maintain compliance with all safety regulations, warranty policies, and manufacturer requirements.

Promote continuous improvement through regular coaching, performance reviews, and process refinement.

Key Performance Indicators (KPIs)

Customer Satisfaction Index (CSI)

Customer retention

Labor gross profit

Effective labor rate

Technician productivity, proficiency, and efficiency

Repair order average

Warranty compliance

Employee retention and engagement

Department profitability

Qualifications

Minimum of 5 years of automotive service management experience.

Strong leadership and team development skills.

Excellent communication and conflict resolution abilities.

Proven ability to improve customer satisfaction and departmental profitability.

Strong understanding of dealership management systems and manufacturer processes.

Ability to analyze financial reports and operational metrics.

High level of integrity, professionalism, and accountability.

Core Competencies

Leadership

Accountability

Customer Focus

Integrity

Communication

Problem Solving

Team Development

Organization

Decision Making

Adaptability

Success in This Role Looks Like

Customers consistently receive an exceptional service experience.

Employees understand expectations and are held accountable fairly and consistently.

The department meets or exceeds financial and operational goals.

Team members feel supported, challenged, and motivated to improve.

The Service Department operates efficiently with a positive, solution-focused culture.

Leadership Expectations

A successful Service Manager leads by example, communicates with honesty and respect, and creates a culture where accountability and continuous improvement are the standard. They take ownership of department performance, address challenges directly, make decisions based on facts rather than emotion, and build trust with both customers and employees. They develop their team through coaching, recognize outstanding performance, and address performance concerns promptly and professionally. They understand that leadership is measured not by authority, but by the success of the team and the experience of every customer.

Our Service Manager is expected to protect the trust our customers place in our dealership, inspire excellence within the team, and create an environment where accountability, integrity, and exceptional service are non-negotiable.

For over 58 years, our dealership has been built on relationships, integrity, and taking care of our customers and our employees. As a second-generation family business, we understand that a legacy isn’t something you’re given—it’s something you earn every day through the choices you make and the way you treat people.

We’re looking for a Service Manager who wants to become part of that legacy. Someone who will lead with humility, inspire excellence, develop people, and help ensure that the next generation of customers and employees experience the same trust and care that have defined our dealership for decades.

Is This You?

If you are a leader who believes people deserve honesty, customers deserve excellence, and teams thrive when expectations are clear and accountability is consistent, we’d love to meet you.

If you enjoy coaching others, solving problems, celebrating wins, taking ownership when things don’t go as planned, and building a department people are proud to be part of, this is an opportunity to make a lasting impact.

we’re looking for someone who wants to help preserve a legacy while building the next chapter of it.

Job Type: Full-time

Pay: $75,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance
• Vision insurance

Experience:

• automotive: 2 years (Preferred)

Work Location: In person

Salary : $75,000 - $120,000