Service Manager

Service Manager - Ray Catena BMW of Westchester

543 Tarrytown Road, White Plains, NY 10607

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We are seeking an experienced and highly motivated Service Manager with a proven BMW dealership background to Co-lead our award-winning service department. This leadership role is responsible for overseeing daily operations, delivering exceptional customer satisfaction, driving departmental profitability, and managing a high-performing team of more than 30 technicians and a fleet of 140+ service loaner vehicles.

The ideal candidate will possess strong operational leadership skills, extensive BMW service experience, exceptional patience, and an unwavering commitment to providing the highest standards of customer service.

Key Responsibilities

• Co-Lead and Co-manage all fixed operations within the service department.
• Supervise, mentor, and develop a team of 30+ technicians, service advisors, and support staff.
• Oversee the management, utilization, maintenance, and compliance of a 140+ vehicle loaner fleet.
• Ensure exceptional customer satisfaction through proactive communication and service excellence.
• Demonstrate patience, professionalism, and empathy when handling customer concerns, employee coaching, and conflict resolution.
• Monitor and improve key performance indicators including labor sales, gross profit, technician productivity, efficiency, and customer retention.
• Maintain compliance with BMW service standards, warranty procedures, and manufacturer requirements.
• Recruit, train, and retain top-performing service personnel.
• Foster a positive, professional, and accountable work environment.
• Resolve escalated customer concerns quickly and effectively while maintaining a calm and customer-focused approach.
• Collaborate with parts, sales, and management teams to maximize dealership performance.
• Ensure all repair orders are processed accurately and efficiently.
• Maintain a safe, organized, and productive service facility.

Qualifications

• Minimum 2 years of successful Service Manager experience in a BMW dealership.
• Demonstrated ability to manage a large-scale service operation with 30+ technicians.
• Experience overseeing a substantial loaner fleet of 140 or more vehicles.
• Strong understanding of BMW service processes, warranty administration, and manufacturer compliance.
• Proven track record of achieving customer satisfaction, employee development, and financial performance goals.
• Must possess patience, emotional intelligence, and the ability to lead effectively in a fast-paced environment.
• Excellent leadership, communication, and organizational skills.
• Strong analytical and problem-solving abilities.
• Valid driver's license with a clean driving record.

Compensation & Benefits

• Annual salary: $175,000 - $200,000, based on experience and qualifications
• 401(k) retirement plan available
• 8 paid holidays per year
• Paid vacation
• Flexible work schedule
• Demo allowance
• Comprehensive medical, dental, and vision insurance
• Paid training