Service Manager

Service Manager – Fixed Ops Palo Alto, CA | Mercedes-Benz | Premium luxury brand | Veterans encouraged to apply | $100,000–$150,000+ annually Swickard Auto Group is a hospitality company that happens to sell and service cars. We believe the best guest experiences start with the best employee experiences. That's why we've grown to 40+ rooftops across the West Coast, Alaska, and Hawaii while maintaining a culture built on one simple idea: do right by people, every time. At Mercedes-Benz of Palo Alto, we serve one of the most discerning luxury markets in the country. Silicon Valley guests are time‑conscious, brand‑loyal, and hold every interaction to a high standard. The Service Manager is the person who ensures the service department meets that standard – consistently, every day. What You'll Do Lead and develop a high‑performing service team – advisors, technicians, and support staff – setting the standard for excellence, accountability, and hospitality. Drive service department performance across all key metrics: CSI, absorption, effective labor rate, technician efficiency, and hours per RO. Build and maintain a guest‑first service culture where every interaction reflects Mercedes‑Benz brand standards and Swickard's HEART values. Oversee daily service operations – managing workflow, capacity, scheduling, and throughput to maximize efficiency without sacrificing quality. Partner with the fixed ops director, parts manager, and sales leadership to align departmental goals and drive profitability. Recruit, train, and retain top service talent – building bench strength and investing in team development at every level. Monitor and manage warranty compliance, ensuring zero chargebacks and full adherence to manufacturer requirements. Resolve escalated guest concerns with composure and professionalism – turning difficult situations into lasting loyalty. Analyze financial performance reports and implement operational improvements that move the business forward. What We're Looking For 3+ years of automotive service management experience in a franchised dealership – luxury or premium brand experience strongly preferred. Proven track record of hitting and exceeding service department KPIs: absorption, CSI, ELR, and technician productivity. Mercedes‑Benz or European brand experience a strong plus. Demonstrated success building, leading, and retaining high‑performing service teams. Deep knowledge of warranty processes, manufacturer compliance standards, and fixed ops best practices. Reynolds & Reynolds or CDK experience preferred. Strong financial acumen – able to read, interpret, and act on service department financials with confidence. A leader who earns trust through consistency, integrity, and a genuine investment in their people. A hospitality mindset – you understand that service management is guest experience management. What We Offer Income potential of $100,000–$150,000+ annually. Medical, dental, and vision insurance. Life insurance and supplemental coverage options. Paid time off and paid holidays.Paid Mercedes‑Benz manufacturer training and ongoing professional development. Career growth – service managers at Swickard have a direct path to fixed ops director and multi‑store leadership. Employee vehicle purchase and service discounts. The backing of a nationally recognized, fast‑growing dealer group with deep operational infrastructure. Why Mercedes‑Benz of Palo Alto Mercedes‑Benz of Palo Alto sits in the heart of Silicon Valley – a market where the guest base is affluent, sophisticated, and expects a service experience that reflects the vehicle they drive. Mercedes‑Benz is one of the most prestigious luxury brands in the world – strong brand equity and a loyal guest base that rewards a service department that consistently delivers. Swickard is one of the fastest‑growing dealer groups in the country – ranked Top5 in North America for reputation in the automotive industry. We invest in our service managers – with training, tools, and organizational support that removes roadblocks and enables elite execution. Our HEART values – Honor, Engage, Anticipate, Respond, Thank – are the foundation of how we lead, hire, and serve. A culture where great leadership is recognized, rewarded, and given a clear path to the next level. Mercedes‑Benz of Palo Alto is a store with the brand prestige, the market strength, and the organizational support to give the right service leader a genuinely compelling place to grow. The guest base here is demanding – and a service manager who meets that demand consistently builds a reputation that follows them throughout their career. We’re looking for someone who takes ownership of the numbers, the culture, and the people – and drives results that reflect the standard this brand and market demand. If you’re a proven service leader ready to make your mark at one of the most respected luxury stores in Silicon Valley – this is the opportunity you’ve been building toward. #J-18808-Ljbffr