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