Service Manager

Key Responsibilities

• Oversee daily operations of a high-volume service department, managing service advisors and support staff.
• Maintain and improve Customer Satisfaction Index (CSI) scores while handling a high daily Return On Order (RO) count.
• Monitor Key Performance Indicators (KPIs) including Early Loss Rate (ELR), hours per RO, effective labor rate, comeback ratio, and gross profit.
• Recruit, train, coach, and retain top-performing service advisors and technicians.
• Ensure compliance with Original Equipment Manufacturer (OEM) standards, warranty processes, and dealership policies.
• Handle escalated customer issues promptly and professionally.
• Collaborate with Parts, Sales, and Business Development Center (BDC) departments to maximize throughput and communication.
• Implement processes that improve speed, accuracy, and overall consistent volume.
• Manage scheduling, capacity planning, and workflow to support consistent volume.

Qualifications

• Automotive service management experience in a high-volume dealership.
• Demonstrated success managing large teams and heavy Return On Order (RO) traffic.
• Strong understanding of the service KPIs and financial performance.
• Experience with dealership Diagnostic Management System (DMS) systems and OEM programs.
• Exceptional leadership experience (domestic or import) including managing 50+ Return On Order (RO) per day or large technician teams.
• Professional, well-groomed personal appearance and clean driving record.
• Willingness to submit to a pre-employment background check and drug screen.

Pay & Benefits

• Medical, Dental & Vision Insurance
• 401(k)
• Life Insurance
• Paid Vacation
• Paid Holidays
• Employee Discounts on products & services