Service Manager

Job Description

Job Description

We are seeking an experienced and results-driven Service Manager to lead daily operations in our brand-new, high-capacity Ford service facility. This position is responsible for managing the service department team, ensuring exceptional customer experiences, maximizing productivity and efficiency, and driving profitability while maintaining Ford brand standards. The ideal candidate is a strong leader with dealership service management experience who can develop teams, streamline processes, and grow the department.

Key Responsibilities

Department Operations

• Oversee all daily operations of the service department in a high-volume Ford dealership

• Ensure efficient workflow between advisors, technicians, dispatch, parts, and warranty

• Monitor shop productivity, efficiency, and effective labor rate to drive profitability

• Maintain proper staffing levels and technician utilization

• Implement and maintain dealership service processes and operational standards

Customer Experience

• Ensure an outstanding customer experience from write-up through vehicle delivery

• Resolve escalated customer concerns professionally and promptly

• Monitor CSI scores and implement strategies to improve customer satisfaction

• Promote service retention and long-term customer relationships

Team Leadership & Development

• Recruit, train, and develop service advisors, technicians, and support staff

• Lead daily service meetings and performance reviews

• Set clear performance expectations and accountability standards

• Foster a culture of teamwork, efficiency, and continuous improvement

Financial Performance

• Manage departmental budgets, labor gross, and expense control

• Track key performance metrics including:

  • Effective Labor Rate (ELR)

  • Hours per Repair Order (HPRO)

  • Technician Productivity & Efficiency

  • Parts-to-Labor Ratio

• Drive revenue growth through maintenance programs, service campaigns, and upsell opportunities

Compliance & Safety

• Ensure compliance with Ford policies, warranty procedures, and dealership standards

• Maintain OSHA safety requirements and a clean, organized shop environment

• Oversee warranty administration and proper documentation

Qualifications

• 3+ years of automotive service department leadership experience (Ford experience preferred)

• Strong knowledge of dealership service operations and fixed operations metrics

• Proven ability to manage high-volume service departments

• Excellent leadership, communication, and team development skills

• Strong understanding of dealership management systems and service technology

• Ability to analyze performance metrics and implement improvement strategies

Preferred Experience

• Ford dealership experience

• Experience managing a large or high-capacity service facility

• Experience implementing service process improvements

What We Offer

• Competitive compensation package (base salary + performance bonuses)

• Opportunity to lead a brand-new, state-of-the-art Ford service facility

• Health, dental, and vision insurance

• Paid time off and holidays

• Career advancement opportunities within a growing dealership organization