Service Manager

Nelson Mazda Norman is looking for a highly engaged, driven, and accountable Service Manager to join our leadership team.

We are looking for more than someone who can manage a service department. We are looking for a leader who is willing to be present, engaged, and involved with their team every day.

The right candidate thrives in a high-volume, fast-paced environment, can effectively manage multiple priorities at once, and understands that great results come from developing great people. You must be comfortable making decisions, solving problems, holding people accountable, and stepping in when your team needs you.

What We Are Looking For

• Highly engaged leader who leads from the front and sets the example
• Strong ability to coach, develop, motivate, and hold team members accountable
• Willingness to both coach others and be coached yourself
• Ability to effectively multitask and prioritize in a high-volume environment
• Strong problem-solving and decision-making skills
• Highly organized with excellent follow-through
• Self-driven with a strong sense of urgency and ownership
• Ability to remain calm, professional, and solutions-focused under pressure
• Strong communication skills with employees, customers, and leadership
• Ability to identify problems, understand the why, and develop solutions rather than simply pointing out the problem
• Comfortable having difficult conversations and addressing performance issues when necessary
• Ability to build trust and teamwork while maintaining high standards and accountability
• Strong attention to detail without losing sight of the bigger picture
• Willingness to jump in and help wherever needed to keep the department moving
• Ability to manage changing priorities, unexpected customer concerns, staffing challenges, and daily operational demands
• A genuine desire to win as a team and continuously improve

What You Will Be Responsible For

• Lead the Service Department and set the standard for performance, professionalism, and customer experience
• Coach and develop Service Advisors and other department team members
• Monitor department performance and take action when results are not meeting expectations
• Help create and maintain a culture of accountability, communication, and teamwork
• Assist with daily workflow, scheduling, customer escalations, staffing, and operational challenges
• Ensure processes and standards are consistently followed
• Work closely with Parts, Sales, Technicians, and other departments to improve the overall customer experience
• Analyze department performance and identify opportunities for improvement
• Handle customer concerns professionally and work toward effective resolutions
• Communicate expectations clearly and consistently
• Recognize great performance while addressing opportunities for improvement
• Help develop future leaders within the department
• Maintain a strong focus on customer satisfaction, profitability, efficiency, and employee development