Toyota West Covina Service Director

Job Description

Job Description

SERVICE DIRECTOR

Envision Toyota of West Covina
A Proud Member of Envision Motors
Employment Type: Full-Time

Lead. Develop. Perform.

Envision Toyota of West Covina is seeking an experienced, highly motivated Service Director to lead our Service Department.

We are looking for more than someone who can manage the day-to-day operation. We want a proven automotive leader who knows how to grow gross profit, develop people, improve customer retention, drive operational excellence, and build a winning culture .

The ideal candidate is a hands-on leader who understands that strong results come from strong processes, consistent accountability, and a team that is coached to perform at its best.

Key Responsibilities

• Lead the overall performance and profitability of the Service Department
• Develop, coach, and hold Service Advisors, Technicians, BDC, and support staff accountable
• Drive Customer Pay labor sales, gross profit, hours per RO, ELR, and repair order growth
• Increase customer retention and service appointment opportunities
• Implement effective processes for declined services, no-show appointments, follow-up, and customer retention
• Monitor daily, weekly, and monthly KPIs and take immediate action when performance falls below expectations
• Improve technician productivity, efficiency, proficiency, and shop capacity
• Maintain appropriate staffing levels and actively recruit and retain top talent
• Ensure advisors consistently provide professional presentations and maximize legitimate repair and maintenance opportunities
• Maintain Toyota standards and ensure compliance with dealership and manufacturer policies
• Work closely with Parts leadership to maximize Fixed Operations performance
• Manage expenses while maintaining a strong focus on gross and net profitability
• Resolve customer concerns quickly and professionally
• Build a culture centered on accountability, teamwork, urgency, customer satisfaction, and continuous improvement

Experience & Qualifications

The successful candidate should have:

• Proven automotive dealership Service Director or Service Manager experience
• Toyota and/or Lexus dealership experience strongly preferred
• Experience working with Reynolds & Reynolds
• Experience working with myKaarma
• Strong understanding of Toyota/Lexus service processes, manufacturer programs, warranty procedures, and customer experience standards
• Strong understanding of dealership Fixed Operations financial statements and KPIs
• Demonstrated ability to grow sales, gross profit, and net profit
• Strong knowledge of Customer Pay operations and technician productivity
• Experience managing a high-volume service operation
• Excellent leadership, coaching, and communication skills
• Ability to establish processes and consistently hold teams accountable
• Strong understanding of CSI, retention, appointment processes, and customer experience
• Ability to recruit, develop, motivate, and retain high-performing employees
• Strong working knowledge of dealership management and service technology systems
• A results-oriented leadership style with the ability to develop a high-performing team

Our Technology

Our Service Department utilizes:

Reynolds & Reynolds • myKaarma • Toyota Systems

Candidates with hands-on experience using these platforms and experience within a Toyota or Lexus dealership environment will be highly preferred.

Performance Matters

At Envision Motors, we believe great leaders know their numbers.

Our Service Director will be expected to understand and actively manage key performance indicators including:

Total Parts & Labor Gross Profit • Customer Pay Gross Profit • CP Hours per RO • Effective Labor Rate • Labor Gross Margin • Technician Productivity & Efficiency • Repair Order Count • Declined Service Recovery • Appointment Show Rate • Customer Retention • CSI

We aren't looking for someone to simply maintain the department. We're looking for a leader who wants to grow it.

Why Envision Motors?

Envision Motors provides an opportunity for experienced automotive professionals to lead, grow, and make an impact within a dynamic dealership organization.

We offer:

• Competitive performance-based compensation
• Medical, Dental & Vision Insurance
• Paid Vacation
• Paid Sick Time
• 401(k) with Company Match
• Flexible Spending Account (FSA)
• Life Insurance
• Disability Insurance
• Employee Assistance Program
• Professional Development & Training
• Employee Discounts on Vehicles, Parts & Service
• Career advancement opportunities within Envision Motors

Ready to Lead?

If you're a proven Service Director or Service Manager with Toyota or Lexus experience who understands how to develop people, execute processes, take care of customers, and deliver results , we want to hear from you.

Join Envision Toyota of West Covina and help us build a best-in-class Fixed Operations team.

Envision Toyota of West Covina | Envision Motors

Envision Motors is an Equal Opportunity Employer.