Service Manager

We are seeking an experienced and results-driven Service Manager to lead our Cadillac service department, delivering a premium ownership experience aligned with Cadillac’s luxury brand standards. This role is responsible for driving profitability, ensuring operational excellence, and maintaining exceptional customer satisfaction for a discerning client base.

The ideal candidate understands the expectations of luxury automotive clients and can lead a high-performing team while maintaining Cadillac’s commitment to precision, innovation, and customer care.

Duties & Responsibilities

• Forecast departmental goals and objectives in alignment with Cadillac performance standards

• Ensure all operations meet Cadillac / OEM warranty, compliance, and customer experience guidelines

• Lead service team to deliver a white-glove luxury service experience

• Oversee vehicle diagnostics and repairs, ensuring accuracy and efficiency

• Develop and manage the service department’s annual operating budget

• Monitor technician productivity, efficiency, and quality of work

• Maintain strong CSI (Customer Satisfaction Index) scores consistent with Cadillac expectations

• Hire, train, motivate, and evaluate service department staff

• Manage inventory and parts to ensure availability for Cadillac vehicles and minimize downtime

• Negotiate pricing and service recommendations with customers professionally and transparently

• Ensure compliance with all federal, state, and local regulations (OSHA, hazardous waste, etc.)

• Address and resolve customer concerns with a focus on retention and brand loyalty

• Track financial performance, expenses, and profitability metrics

• Assign and schedule work based on technician skill level and shop capacity

• Follow up with customers to ensure satisfaction and long-term relationship building

• Stay current on Cadillac technologies, EV advancements, and service procedures through ongoing training

• Perform additional duties as assigned

Required Skills & Abilities

• Valid driver’s license with clean driving record

• Strong knowledge of Cadillac vehicles, GM systems, and advanced automotive technology (including EVs)

• Proven ability to deliver a luxury-level customer experience

• Excellent leadership, communication, and conflict-resolution skills

• Ability to diagnose vehicle issues and oversee complex repair processes

• Strong organizational and financial management skills

• Ability to thrive in a fast-paced, high-expectation environment

• Proficiency in Microsoft Office and dealership management systems

Education & Experience

• Bachelor’s degree or equivalent experience preferred

• Minimum 5+ years as an automotive service advisor or writer required

• Prior luxury dealership or Cadillac/GM service management experience

Physical Requirements

• Prolonged periods of standing and working on a computer

• Ability to lift up to 25 pounds

Benefits

• Generous compensation based on performance/experience

• Benefits available – Medical, Dental, Vision, Life, 401(k), Paid Time Off

• Positive and family-friendly atmosphere

• Paid training and advancement opportunities