Service Manager, Dealership

About the role

The Service Manager, Dealership Operations is responsible for the success of the dealership’s service businesses, overall facilities management, and OEM relationship. This leader oversees a team of up to 40 team members, driving customer satisfaction, profit growth, compliance, and operational excellence across the dealership.

Responsibilities

• Management – Service Operations
  • Lead all aspects of the dealership’s Service operations to achieve revenue, gross profit, and customer satisfaction targets.
  • Oversee daily/weekly performance reviews, analyzing KPIs (CSI, RO count, gross profit, technician efficiency).
  • Implement action plans to hit targets.
  • Drive consistent execution of operating standards (standardized work, 5S, safety protocols, visual management).
  • Partner with Parts Manager to improve workflow, reduce cycle times, and maximize shop and parts department throughput.
  • Monitor warranty processes to ensure compliance and maximize claim recovery.
  • Continuously improve customer experience, speed of service, and first-time fix rate.
• Facilities – Dealership Maintenance & Compliance
  • Ensure the service facility is well-maintained, clean, and fully compliant with brand and OEM image standards.
  • Directly manage service vendors (e.g., paint and body, detail) to ensure efficient, high quality work at a competitive cost.
  • Enforce workplace safety standards, OSHA requirements, and loss-prevention measures to protect associates and customers.
• Relationship – OEM & Brand Alignment
  • Serve as a liaison with OEM representatives for service.
  • Ensure alignment with OEM warranty policies, recall processes, and customer satisfaction programs.
  • Proactively manage OEM facility inspections, responding to audit findings and driving timely resolution of issues.
  • Build and sustain positive working relationships with OEM field teams to ensure strong collaboration and support.
• People Leadership & Development
  • Recruit, hire, and retain high-performing Service team; maintain a bench of candidates for key positions.
  • Improve, sustain and oversee training, certification, and career progression programs for associates at all levels.
  • Deliver competency-based feedback and performance reviews to drive accountability and growth.
  • Mentor service associates to strengthen leadership capabilities, functional expertise and operational execution.
  • Foster a culture of teamwork, engagement, and continuous improvement throughout the dealership.
• Continuous Improvement
  • Identify and prioritize opportunities for process and performance improvement across fixed operations.
  • Lead and sponsor Lean/Kaizen initiatives that increase efficiency, reduce costs, and enhance customer experience.
  • Hold teams accountable for measurable results from continuous improvement efforts.

Requirements

• Minimum of 5 years of management experience either in automotive or a lean manufacturing environment.
• A valid driver’s license + clean driving record.
• Proven track record of leading and developing associates.
• Proven ability to obtain project deliverables and company metrics.
• Knowledge of lean manufacturing principles; understanding of the Toyota Production System problem solving model is a plus.
• An ability to work in a fast-paced, ever-changing production environment while sometimes being exposed to excessive weather conditions (heat/cold).
• Excellent oral and written communications skills.
• Ability to work with and through teams to achieve results.
• Strong analysis and decision making ability.
• Proficient computer skills.

Other Requirements

• Must be able to read, write, speak and understand English.
• Must be at least 18 years of age.
• Must have a valid driver's license.
• Must be able to work both inside and outside in heat/cold, wet/humid, and dry/arid conditions.
• Must be able to lift up to 40 pounds frequently.
• Must be willing to walk up to three miles each day.