Automotive Service Manager

Description

SERVICE MANAGER
Basil Ford Springville | Springville, NY
GROW WITH THE BASIL FAMILY DEALERSHIPS

Basil Family Dealerships is growing-and our newest Ford store is looking for an experienced Service Manager ready to take their career to the next level.

With three Ford dealerships across Western New York-the most of any dealer group in the area- Basil offers an opportunity to build your career with an established, growing organization while helping shape the future of our newest location.

This could be the perfect next step for an experienced Assistant Service Manager ready to move into a leadership role or a Service Manager from a smaller dealership who is ready to take on a larger opportunity, bigger resources, and greater growth potential.

We are looking for an energetic, driven, and personable leader who knows how to build a strong team, deliver an exceptional customer experience, and drive department performance.

WHY BASIL?

At Basil, we're not just filling a position-we're looking for someone who wants to grow with us.

Joining Basil Ford Springville gives you the opportunity to:

• Take the next step in your automotive leadership career
• Help build and develop the service department at our newest Ford location
• Work with an established dealer group with three Ford dealerships in WNY
• Leverage the resources, support, and opportunities of a growing dealership group
• Lead and develop a high-performing service team
• Make a meaningful impact on customer satisfaction, profitability, and dealership growth
• Build a long-term career with a company that promotes from within

THE OPPORTUNITY

The Service Manager is responsible for overseeing the daily operations of the service department, including service advisors, technicians, and support staff.

You will be responsible for creating an efficient, high-performing department that delivers exceptional customer service while achieving dealership and manufacturer goals.

This is a hands-on leadership position for someone who understands that a successful service department starts with a great team, strong processes, accountability, and an outstanding customer experience.
WHAT YOU'LL DO
Lead & Develop Your Team

• Hire, train, mentor, and supervise service advisors, technicians, porters, and support staff
• Build a positive, accountable team culture focused on customer satisfaction and productivity
• Conduct team meetings, performance evaluations, and ongoing coaching
• Develop employees and help create a strong pipeline of future dealership leaders

Drive Customer Satisfaction

• Deliver an exceptional service experience for every customer
• Ensure professional and timely communication throughout the repair process
• Resolve customer concerns effectively while protecting the dealership's interests
• Monitor CSI performance and implement strategies to continuously improve results
• Build customer loyalty and drive long-term retention

Maximize Shop Performance

• Oversee daily repair order flow and ensure timely completion of work
• Assign work based on technician skill level and workload
• Monitor productivity, efficiency, and staffing needs
• Identify opportunities to improve processes and increase department performance
• Promote and sell service and maintenance opportunities

Manage Department Performance

• Monitor key performance indicators including:
  • Labor hours
  • Effective labor rate
  • Productivity and efficiency
  • Customer-pay and warranty performance
  • Gross profit
  • CSI
  • Customer retention
• Review and approve estimates, invoices, and warranty claims
• Prepare and analyze weekly and monthly service department reports
• Assist with department budgeting and financial planning

Maintain Quality & Compliance

• Ensure repairs are completed correctly and efficiently
• Maintain manufacturer standards and warranty requirements
• Ensure proper warranty coding and audit compliance
• Maintain compliance with OSHA, EPA, and applicable local, state, and federal regulations
• Coordinate parts availability with the Parts Department
• Oversee tools, equipment, vendors, and outsourced services

Requirements

WHAT WE'RE LOOKING FOR

We're looking for a proven automotive leader-or someone who is ready for their next leadership opportunity.
Qualifications

• 5+ years of automotive service management experience preferred
• Assistant Service Managers ready to take the next step are encouraged to apply
• Proven ability to lead high-performing service teams
• Experience managing service advisors, technicians, and support staff
• Strong understanding of service department operations and financial performance
• Experience with CSI, productivity, efficiency, revenue growth, and gross profit
• Ability to coach, mentor, motivate, and hold a team accountable
• Strong knowledge of vehicle diagnostics, repair procedures, and automotive technology
• Understanding of manufacturer standards, warranty processes, and compliance requirements
• Strong leadership, communication, and conflict-resolution skills
• Proficiency with service department management systems
• Demonstrated success in customer retention and service excellence
• Ability to thrive in a fast-paced, high-volume environment
• Valid driver's license with an acceptable driving record
• ASE certifications preferred; OEM certifications strongly preferred