Service Manager - Luxury / Highline Dealer

Service Manager – Luxury Automotive Dealership

Location: Los Angeles, CA
Job Type: Full-Time
Compensation: Competitive Salary + Performance Bonus + Benefits

This is an opportunity for a proven fixed operations leader who thrives in a high-performance environment, develops exceptional teams, and understands that profitability begins with delivering an outstanding ownership experience.

Position Summary

The Service Manager is responsible for the daily leadership and overall performance of the Service Department. This individual will oversee service advisors, technicians, dispatch, workflow, customer satisfaction, manufacturer compliance, and departmental profitability while fostering a culture built on accountability, teamwork, and continuous improvement.

Responsibilities

• Lead and coach Service Advisors, technicians, dispatchers, and support staff to achieve department goals.
• Drive exceptional Customer Satisfaction (CSI) and create an elevated luxury ownership experience.
• Monitor and improve key performance indicators including:
  • Gross Profit
  • Effective Labor Rate (ELR)
  • Hours Per Repair Order
  • Technician Productivity
  • Technician Efficiency
  • Proficiency
  • Customer Retention
  • Warranty Performance
  • Maintenance Penetration
• Manage daily shop workflow to maximize technician utilization and reduce vehicle cycle time.
• Conduct daily production meetings and monitor repair order progress.
• Develop advisor sales skills through ongoing coaching and accountability.
• Recruit, mentor, and retain top-performing service personnel.
• Ensure compliance with manufacturer policies, warranty procedures, safety standards, and dealership operating procedures.
• Partner closely with Parts, Sales, and Executive Management to maximize dealership performance.
• Resolve customer concerns professionally while protecting long-term customer loyalty.
• Analyze departmental financial statements and implement action plans to achieve monthly and annual objectives.
• Build a positive, performance-driven culture centered on professionalism, integrity, and teamwork.

Qualifications

• Minimum 5 years of automotive service management experience.
• Luxury or highline dealership experience preferred (Audi, BMW, Mercedes-Benz, Porsche, Lexus, Jaguar Land Rover or similar).
• Demonstrated history of improving CSI, profitability, and employee performance.
• Strong understanding of dealership financial statements and fixed operations KPIs.
• Experience with CDK, Reynolds & Reynolds, Dealertrack, Xtime, or comparable dealership management systems.
• Knowledge of manufacturer warranty administration and compliance standards.
• Exceptional leadership, communication, and organizational skills.
• Ability to motivate teams while maintaining high accountability.
• Valid driver's license with a clean driving record.

What We Offer

• Competitive compensation package
• Performance-based bonus opportunities
• Medical, Dental & Vision Insurance
• 401(k) with company participation
• Paid Vacation & Holidays
• Ongoing factory training and leadership development
• Employee vehicle purchase and service discounts
• Opportunity to join one of the highest-performing luxury dealership teams in Southern California

We're Looking For

We are searching for a leader—not simply a manager. Someone who leads by example, develops people, embraces accountability, and understands that every customer interaction reflects our brand.

If you have a passion for operational excellence, employee development, and delivering an exceptional luxury ownership experience, we'd love to hear from you.