What are the responsibilities and job description for the Service Director - Tom Wood Ford position at Tom Wood Inc.?
Position Summary
The Service Manager at Tom Wood Ford leads the dealership’s service department, ensuring exceptional customer service, efficient operations, and high-quality vehicle maintenance and repair. This role is responsible for managing service advisors, technicians, and support staff while driving performance metrics and maintaining a culture of accountability and excellence.
Key Responsibilities
Leadership & Team Management
Supervise and coach service advisors, technicians, and support staff.
Foster a culture of ownership, empathy, and continuous improvement.
Conduct regular team huddles and performance reviews.
Customer Experience
Ensure customers receive timely, transparent, and professional service.
Resolve escalated customer concerns with empathy and solution-focused communication.
Monitor and improve Customer Satisfaction Index (CSI) scores.
Operational Excellence
Oversee daily service operations including scheduling, workflow, and repair quality.
Implement and monitor KPIs such as First-Time Fix Rate, Effective Labor Rate, and Repeat Repair Rate.
Coordinate with parts and sales departments to streamline service delivery.
Quality Control
Enforce a triple-check system for high-risk repairs.
Ensure compliance with OEM standards and warranty procedures.
Maintain a clean, organized, and safe work environment.
Training & Development
Conduct weekly micro-training sessions to upskill staff.
Support career growth through mentorship and internal promotion pathways.
Strategic Planning
Develop and execute service department goals aligned with dealership objectives.
Optimize scheduling to balance warranty and retail work efficiently.
Contribute to business strategy and profitability initiatives.
Qualifications
Proven experience in automotive service management or a related leadership role.
Strong understanding of dealership service operations and KPIs.
Excellent communication, conflict resolution, and coaching skills.
Ability to lead by example and inspire team performance.
Familiarity with Ford service systems and procedures is a plus.
Benefits:
- PTO & Vacation
- Paid Holidays
- Medical
- Dental
- Vision
- 401k with Company Match
- Life
- Disability
- Training
- Tuition Reimbursement
- Service Awards
- Career Advancement
- Wisley/ DailyPay
About Tom Wood Group
The Tom Wood Group is proud to be family-owned and locally operated for over 50 years. Since our start in 1967, the Tom Wood Group has grown outside of automotive to include many franchises with locations throughout the Midwest and New Zealand.
Our Core Values: Humbly Confident, Passionately Driven, Sincere Desire to Help Others, Uncompromising Integrity
Offers of employment are contingent upon successfully passing a background screening including a criminal background check, a review of motor vehicle record, verification of social security number, and passing a drug test at a certified testing facility. Tom Wood Group is an equal-opportunity employer.
