Service Manager

Service Manager Position Summary The Service Manager is accountable for the profitability, efficiency, and customer satisfaction of the Service Department. This manager ensures high-quality mechanical and aesthetic standards are consistently met for all customer vehicles and for the used vehicle inventory being prepared for sale. This role reports to the General Manager. Key Responsibilities and Duties 1. Strategic Growth & Service Innovation (Primary Focus) * Drive a relentless commitment to growing Customer Pay and Fleet business segments to maximize department profitability. * Lead the launch and scaling of modern customer-facing services, including mobile service units and pick up/drop off services. * Identify and cultivate relationships with local businesses to establish the company as the preferred fleet service provider in the region. * Continually analyze margins, labor rates, and shop throughput to ensure the department meets or exceeds financial benchmarks. 2. Operational Management & Workflow Efficiency * Control expenses, labor hours, and parts usage on all internal repair orders (ROs) to ensure costs are accurate and within established budgets. * Schedule and coordinate work across all shop areas, including the mechanical shop and detailing, to optimize bay usage, technician productivity, and parts flow. * Oversee vehicle logistics, including the movement and tracking of vehicles through the shop, lot placement, and staging for sales. 3. Quality Assurance & Compliance. * Ensure all internal vehicles undergo a comprehensive, standardized mechanical inspection, accurately documenting required repairs and prioritizing safety-critical items. * Ensure all shop activities, including waste disposal, tool safety, and facility operations, comply with all local, state, and federal regulations (e.g., OSHA). * Oversee the comprehensive maintenance, cleanliness, and security of the entire service facility and grounds. 4. Team Leadership, Development & Community Presence * Directly supervise, motivate, and mentor all service and shop personnel, including Technicians, Detailers, and Lot Attendants. * Track and evaluate the performance of shop staff, focusing on utilization rates, efficiency, and quality of work. * Coordinate training and certification opportunities to ensure technicians and detailers are current with repair techniques and product applications. * Actively strive to represent the company professionally within the local community, building a reputation for integrity and excellence. * Foster relationships with community organizations and other local businesses. 5. Customer Service * Support a superior customer experience (CX) across all service touchpoints and utilize Customer Satisfaction Index (CSI) data to drive continuous improvement. * Handle customer complaints related to service and repair work with professionalism and a focus on resolution. * Exceed the Ford benchmark for client satisfaction scores. Required Qualifications and Skills * Experience: Minimum of 3+ years of management experience overseeing a multi-faceted automotive shop operation, including service, reconditioning, or body repair preferred. * Technical Knowledge: Strong working knowledge of automotive mechanical systems, repair processes, and repair estimating. * Leadership: Proven ability to manage complex logistics, lead a diverse team, and drive productivity in a high-volume environment. * Software Proficiency: Experience utilizing a Dealer Management System (DMS) and specialized service/shop software to manage repair orders, track time, and control costs. * Certifications: ASE certification or similar technical accreditation is a plus. * Licensing: Must possess a valid Driver's License and a clean driving record.