Service Manager - Hutch Ford - Service Department, Paintsville, Kentucky

Job Description

Job Description

Service Manager
Hutch Ford - Service Department, Paintsville, Kentucky

The Service Manager leads the Hutch Ford service department and is directly responsible for the performance of its technicians and service advisors. This role is centered on delivering an exceptional customer experience, from accurate estimates and clear communication through timely, high-quality repairs and consistent follow-up. The Service Manager also drives department profitability, staffing, training, and compliance with Ford OEM, extended service, and third-party warranty requirements, reporting directly to the General Manager of Hutch Ford.
We're looking for a proven leader and proven producer to lead and grow a profitable, customer-focused service department. This role directs technicians and service advisors, ensures every customer receives a fair, transparent, and timely service experience, and maintains the quality, compliance, and productivity standards required to support Hutch Ford's reputation and results. Strong performers with a track record of results are rewarded accordingly. Role Title Service Manager Location Hutch Ford - Paintsville, Kentucky Reports To General Manager, Hutch Ford Direct Reports Service Technicians and Service Advisors Employment Type Full-Time, In-Person Compensation Base salary of $49,000+ per year, commensurate with experience and proven track record, plus performance bonus tied to service department profitability, CSI scores, and productivity metrics. Reaching the top of this range reflects real, sustained performance in the role. Purpose Statement Lead and grow a profitable, customer-focused service department by directing technicians and service advisors, ensuring every customer receives a fair, transparent, and timely service experience, and maintaining the quality, compliance, and productivity standards required to support Hutch Ford's reputation and results. Key Responsibilities

• Lead, staff, and develop the service department: hire, train, motivate, counsel, and monitor the performance of service technicians and service advisors; hold weekly department meetings and coordinate technical training as needed
• Champion the customer experience: ensure every customer is greeted promptly, given fair and accurate estimates on cost and time, and kept informed throughout the repair process; personally handle escalated complaints immediately and follow dealership guidelines
• Build lasting customer relationships through consistent follow-up (including 24-hour post-service contact) to confirm satisfaction and encourage repeat and referral business
• Forecast department goals and objectives, and direct daily staffing and scheduling to ensure technician time is consistently and productively sold to customers
• Prepare and administer the annual service department operating budget; monitor department performance using reports, tracking systems, and customer surveys
• Monitor technician productivity and payroll records; coordinate with the Parts Manager to ensure timely parts availability for scheduled repairs
• Review and initial repair orders prior to warranty submission, monitoring sales and labor hours against expectations; ensure all service documentation is complete, accurate, and on file
• Maintain repair quality by conducting periodic spot checks of completed work, minimizing comebacks, and informing technicians of time allowances on each repair order
• Ensure compliance with Ford OEM warranty and policy procedures, extended service contracts, and third-party warranty requirements, as well as applicable federal, state, and local regulations (e.g., hazardous waste disposal, OSHA)
• Develop and implement a marketing plan to promote new and repeat service business, and prepare pricing guides and maintenance menus for common labor operations
• Maintain a clean, safe, and well-organized service department and customer waiting area; ensure proper care, storage, and inventory of special tools and equipment
• Serve as liaison with Ford factory representatives and attend dealership management meetings; build relationships with vocational and technical schools to support recruiting
• Maintain a professional appearance and demeanor at all times; other duties as assigned by the General Manager

Performance Expectations

• Meet or exceed service department profitability, hours-per-repair-order, and customer-pay sales targets
• Achieve dealership customer satisfaction (CSI) targets and maintain a low comeback rate
• Maintain technician and advisor productivity, efficiency, and training compliance
• Ensure accurate, timely warranty submissions in accordance with Ford OEM, extended service, and third-party warranty requirements
• Maintain a safe, clean, and well-organized department in compliance with dealership and regulatory standards
• Support staff retention and development within the service department

Required Skills

• Strong leadership and staff management skills, with the ability to hire, train, and hold service technicians and advisors accountable
• Customer-first mindset with strong conflict resolution and communication skills
• Working knowledge of Ford OEM warranty, extended service contracts, and third-party warranty programs strongly preferred
• Financial acumen, including budgeting, department reporting, and performance analysis
• Strong organizational skills and attention to detail in managing repair orders, warranty documentation, and department records
• Proficiency with, or ability to quickly learn, the dealership's service scheduling and management system
• Working knowledge of applicable safety and environmental regulations (OSHA, hazardous waste disposal, etc.)

Qualifications

• Four or more years of automotive service experience, including proven supervisory or service management experience, required
• Real, hands-on Ford brand experience strongly preferred, someone who already knows the Ford system, not just automotive service generally
• Track record of driving department profitability, staff development, and strong customer satisfaction (CSI) results
• Ford certification preferred; for an otherwise exceptional, proven candidate without it, certification can be completed after hire
• ASE certifications preferred but not required
• Familiarity with Ford OEM, extended service, and third-party warranty programs strongly preferred
• Valid driver's license with an acceptable driving record
• Ability to work efficiently in a high-volume, fast-paced dealership service environment

Physical Requirements This role involves regular movement between an office environment and the service shop floor, including standing, walking, and occasional lifting of up to 25 pounds. The Service Manager may be exposed to typical shop conditions such as noise, fumes, and varying temperatures while conducting spot checks and interacting with technicians. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with applicable law. Growth Opportunity The Service Manager role is a key leadership position within Hutch Auto Group's fixed operations. Strong performers who demonstrate results in customer satisfaction, profitability, and staff development may be considered for expanded fixed operations leadership or general management roles across Hutch Auto Group's rooftops. Hutch Auto Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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