Service Manager

## Automotive Dealership Service Manager **Job Description** ### Position Summary The Service Manager is responsible for leading the service department’s operations to ensure exceptional customer satisfaction, efficient workflow, profitability, and compliance with dealership and manufacturer standards. This role oversees service advisors, technicians, warranty administration, and service operations while maintaining high standards of quality, safety, and performance. ### Key Responsibilities **Department Leadership & Operations** - Direct and manage all daily service department activities - Hire, train, coach, and evaluate service advisors, technicians, and support staff - Establish clear performance expectations and accountability - Ensure proper staffing levels and effective scheduling **Customer Experience** - Ensure a consistently high level of customer satisfaction and retention - Resolve customer complaints and service concerns promptly and professionally - Monitor CSI scores and implement improvement strategies - Maintain a customer-first service culture **Financial & Performance Management** - Meet or exceed departmental revenue, gross profit, and expense targets - Monitor labor sales, parts sales, effective labor rate (ELR), and productivity - Control costs and maximize profitability without sacrificing quality - Review financial statements and service KPIs regularly **Workflow & Efficiency** - Oversee repair order flow to ensure timely vehicle repairs and minimal delays - Improve technician productivity and shop efficiency - Ensure accurate repair documentation and quality control checks - Coordinate with parts department to ensure parts availability **Warranty & Compliance** - Ensure proper warranty claim processing and documentation - Maintain compliance with OEM requirements and dealership policies - Ensure adherence to safety, environmental, and regulatory standards **Facility & Equipment Management** - Maintain service department tools, equipment, and cleanliness - Ensure a safe and organized work environment - Oversee equipment maintenance and calibration - * * * ### Work Environment - Automotive dealership service department - Extended hours, including some evenings or Saturdays - Frequent interaction with customers, technicians, and management