Service Manager - Ford/Lincoln

Job Description

Job Description

Location : Cerritos, CA| Type : Full Time | Compensation: $150,000 - $220,000

Norm Reeves Ford Lincoln Cerritos is looking for an experienced Service Manager who knows how to lead a team, develop strong Service Advisors, and drive results in a fast-paced dealership environment.

This isn't a role where you'll be expected to manage every aspect of Fixed Operations. You'll work alongside an experienced, long-tenured Service Director who has built his career with Norm Reeves, allowing you to focus on what you do best: leading Service Advisors, improving performance, and delivering an exceptional customer experience.

We're looking for someone who's hands-on, understands the numbers, holds their team accountable, and knows how to bring out the best in their people.

What You'll Do

• Ensure Service Consultants are on time, logged in, and prepared to assist customers at the start of their shifts.

• Maintain a clean, organized, and customer-ready service drive.

• Ensure all pre-write documents are prepared and available after the first customer arrives.

• Monitor Numa throughout the day, ensuring customer messages are answered within 30 minutes.

• Coordinate Service Consultant schedules and lunch breaks to maintain consistent customer coverage.

• Review Work in Progress (WIP) daily through Axcessa, ensuring repair orders are updated, managed, and closed in a timely manner.

• Identify and address aging repair orders, escalating any challenges to the Service Director as needed.

• Monitor daily KPIs, including battery, brake, and tire sales, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.

• Review NPS results, customer feedback, and individual Service Consultant performance to identify areas for improvement.

• Provide ongoing coaching, training, and accountability to improve Service Consultant performance, productivity, and customer satisfaction.

What We're Looking For: 

• Previous experience as a Service Manager or in a comparable dealership service leadership role is required. 

• Experience with CDK preferred. Familiarity with Axcessa and Numa is a plus.

• Ford or Lincoln dealership experience is preferred, but experienced leaders from other automotive brands are encouraged to apply. 

• A track record of coaching, developing, and holding Service Advisors accountable for performance.

• Solid understanding of service department KPIs, profitability, repair order processes, and customer satisfaction.

• You're visible, approachable, and comfortable jumping in to support your team when needed.

• Strong organizational skills and the ability to manage competing priorities in a busy service department.

Benefits & Employee Perks

• Medical, Dental, Vision, and Complimentary Life Insurance

• 401k Matching and FSA

• Tuition Reimbursement

• Paid Time Off (accrues)

• Supplemental Insurance (Hospital, Accident, Critical Illness)

• Discounts on Vehicles, Services, and Parts  

Tips for a Successful Application & Interview Process: 

• Bring Your Best Resume – Upload your most recent version so we can see all you've accomplished

• Transitioning from Another Industry?– A cover letter helps! Use it to highlight transferable skills that make you a great fit

• Dress to Impress – First impressions count. Dress professionally and bring your authentic self

• Rescheduling or Canceling Interviews – Life happens! If you need to reschedule or cancel, let us know ahead of time. No-shows will be noted, so communication is key