Automotive Service Manager

About the role

The Automotive Service Manager at Mercedes-Benz of Paramus is a key driver of performance, culture, and customer experience. Reporting to the Assistant General Manager, this role oversees the service department to deliver an exceptional Mercedes-Benz ownership experience while driving operational performance, profitability, and employee development.

Responsibilities

• Lead and develop a team of service advisors, technicians, dispatchers, warranty administrators, and support personnel.
• Foster a culture centered on customer satisfaction, accountability, teamwork, and continuous improvement.
• Conduct regular performance evaluations and establish development plans for team members.
• Oversee daily service department operations to maximize efficiency, productivity, and repair quality.
• Maintain technician proficiency, labor utilization, workflow, and shop capacity.
• Ensure accurate repair order documentation and adherence to dealership and OEM processes.
• Champion a luxury-level customer experience throughout every service interaction.
• Resolve escalated customer concerns promptly and professionally.
• Monitor CSI, customer retention, and online reputation metrics.
• Manage departmental profitability, expenses, labor gross profit, and operational KPIs.
• Monitor effective labor rate, technician productivity, efficiency, proficiency, and parts-to-labor sales.
• Develop and execute strategies to grow customer-pay, maintenance, and repair revenue.
• Prepare and manage departmental budgets and forecasting activities.
• Partner with dealership leadership to achieve fixed operations and overall business objectives.
• Collaborate with Sales and Finance teams to support vehicle delivery and retention initiatives.

Requirements

• 5+ years of automotive service management experience within a luxury or import franchise dealership.
• Previous leadership experience overseeing service advisors, technicians, and fixed operations personnel.
• Strong understanding of dealership financial statements and fixed operations performance metrics.
• Demonstrated success improving CSI, technician productivity, profitability, and employee retention.
• Experience with dealership management systems (DMS) and service department technology.

Qualifications

• Acceptable driving record and a valid driver's license in your state of residence.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.

Benefits

We offer a comprehensive benefits package designed to support you and your family, including:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

Pay

Total Rewards Compensation Range: $200,000 - $280,000/ per year; This is a performance driven position, eligible for shot and long term incentives as parts of total compensation, which includes: a base/draw/hourly offset and the opportunity to earn bonus and commission. Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location.

Schedule

Flexible schedule to accommodate the needs of the dealership and the team.