Ford Pro Elite Service Manager

Ford Pro Elite Service Manager

We are seeking an experienced Ford Pro Elite Service Manager to lead operations within our Commercial Vehicle Center (CVC). This role is responsible for delivering exceptional service quality, operational efficiency, and an outstanding customer experience for commercial clients.

The ideal candidate is a proven leader with strong service management experience, excellent communication skills, and a commitment to operational excellence. Prior experience as a Service Manager is required, and previous Ford dealership and/or Ford commercial vehicle experience is strongly preferred.

Reporting to the Fixed Operations Director, the Ford Pro Elite Service Manager oversees the daily operations of the Commercial Vehicle Center. This includes managing workflow, customer communications, employee development, departmental performance, and overall service efficiency.

This role requires a hands-on leader who can successfully balance customer satisfaction, employee engagement, profitability, and process improvement while supporting the continued growth of the business.

Operations & Customer Service

• Lead the day-to-day operations of the Commercial Vehicle Center.
• Ensure all commercial customers receive an assessment and repair strategy within 24 hours of vehicle arrival.
• Support CVC Advisors with customer communication and repair coordination.
• Develop and maintain an effective scheduling system for commercial vehicle service appointments.
• Coordinate repairs with the CVC Lead Technician, Shop Foreman, Service Dispatcher, Main Service Department, and Truck Shop as needed.
• Personally assist in resolving customer concerns and escalated service issues.
• Ensure compliance with manufacturer warranty policies and procedures.
• Maintain a clean, professional, and customer-focused service environment.
• Ensure customers receive timely updates regarding repair status and service progress.

Leadership & Team Development

• Recruit, train, coach, and develop CVC personnel.
• Foster a high-performance culture focused on teamwork, accountability, and continuous improvement.
• Collaborate closely with Parts, Sales, Body Shop, and outside vendors to ensure seamless operations.
• Support the CVC Lead Technician in maintaining shop equipment and operational readiness.

Performance & Financial Management

• Manage workflow, scheduling, and shop capacity to maximize productivity and efficiency.
• Monitor key performance indicators, including: productivity, efficiency, repair order trends, sales performance, and customer satisfaction.
• Support department profitability through effective planning, cost controls, and process improvement initiatives.
• Maintain current knowledge of industry trends, Ford programs, certifications, and best practices.

Qualifications

• Minimum 5 years of experience as a Service Manager in an automotive, commercial vehicle, or truck service environment.
• Ford dealership experience strongly preferred.
• Ford Pro or commercial vehicle experience preferred.
• Strong leadership, communication, and team-building skills.
• Demonstrated ability to manage complex workflows and perform effectively under pressure.
• Solid understanding of service department operations, financial performance, and customer satisfaction metrics.
• High level of professionalism, integrity, and commitment to excellence.

Physical Requirements

• Ability to move throughout the service department and shop environment.
• Regular use of computers, tablets, and dealership management systems.
• Ability to drive commercial, medium-duty, and specialty vehicles.
• Ability to safely operate standard industry equipment.

Benefits

• Comprehensive Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• 401(k) with Company Match
• Paid Personal Days and Vacation Time
• Paid Holidays
• Paid Volunteer Day
• Employee Discounts on Products and Services
• New Vehicle and RV Purchase/Rental Discounts

We are proud to be an Equal Opportunity Employer and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable federal, state, or local law.

Applicants must be authorized to work in the United States without sponsorship and currently reside in the United States.