Service Manager

PRIMARY RESPONSIBILITIES:

Responsible for overseeing the daily operations of the dealership’s service department. This role ensures exceptional customer satisfaction, efficient workflow, profitability, and compliance with manufacturer and dealership standards. The Service Manager leads service advisors, technicians, and support staff while maintaining high levels of quality, safety, and performance.

• Manage and oversee all daily operations of the service department
• Ensure high levels of customer satisfaction through quality service and timely repairs
• Lead, coach, and develop service advisors, technicians, and support staff
• Monitor service department performance, including productivity, efficiency, and profitability
• Maintain compliance with manufacturer requirements, warranty policies, and dealership standards
• Resolve customer concerns and escalated service issues promptly and professionally
• Ensure proper scheduling and workflow to maximize shop capacity and minimize downtime
• Maintain a safe, clean, and organized service environment

MAJOR RESPONSIBILITIES:

• Establish and achieve departmental goals related to revenue, gross profit, CSI, and retention
• Analyze service metrics and financial reports; implement improvements as needed
• Oversee warranty administration and ensure accurate, timely claims processing
• Manage parts and labor pricing strategies in coordination with Parts Manager
• Ensure technicians are properly trained, certified, and equipped to perform repairs
• Conduct regular performance reviews and manage hiring, training, and disciplinary actions
• Enforce dealership policies, procedures, and safety regulations
• Maintain strong relationships with OEM representatives and vendors
• Collaborate with Sales and Parts departments to support overall dealership operations
• Stay current on industry trends, technical updates, and customer service best practices

*Performs other tasks/duties assigned by the Immediate Head