Service Manager - Greeley, CO

Job Description
Service Manager

Position Summary

A growing domestic franchise dealership in Greeley, Colorado is seeking a results-driven Service Manager to lead, build, and scale our service department. This is a high-impact leadership role responsible for the profitability, productivity, customer experience, and culture of the entire service operation. The Service Manager owns the day-to-day operation of the shop - from the service drive through the back of the bays - and is accountable for hitting manufacturer CSI targets, growing customer-pay revenue, managing warranty and internal work, and developing a high-performing team that supports the dealership's continued growth across Northern Colorado.

The ideal candidate combines strong financial acumen with hands-on shop knowledge and a proven track record of building loyal customer bases and stable, motivated teams in a domestic dealership environment.

Essential Duties and Responsibilities
Operational Leadership

• Direct all daily service department operations, including the service drive, dispatch, shop floor, quick lane/express service, and customer waiting/pickup experience.
• Establish and enforce standardized processes for write-up, multi-point inspection (MPI), repair order (RO) flow, dispatch, quality control, and delivery.
• Maintain shop loading, technician productivity, and effective labor rate at or above manufacturer and dealer-group benchmarks.
• Manage service appointment capacity and BDC coordination to maximize bay utilization without sacrificing customer wait times.
• Monitor work-in-process (WIP) and aged ROs daily; drive same-day or next-day completion wherever possible.
• Ensure proper handling of carryover vehicles, loaner fleet, and rental coordination.

Financial Management

• Own the service department P&L. Build and execute a monthly forecast covering customer-pay, warranty, and internal labor and parts gross.
• Hit or exceed monthly and annual gross profit, net profit, and labor/parts ratio targets.
• Set and adjust labor rates, menu pricing, and shop supply fees in coordination with the Fixed Operations Director and General Manager.
• Control expenses including policy/goodwill, comebacks, training, tools, and supplies.
• Review and approve all warranty claims, customer-pay discounts, and internal work prior to closing ROs.
• Analyze daily and monthly DOC (Daily Operating Control) and composite reports; take corrective action on negative trends within the same pay period.

Team Building & Development

• Recruit, hire, onboard, and retain service advisors, technicians (entry-level through master), lube techs, porters, and support staff to keep pace with dealership growth.
• Build a clear career path from lube tech to apprentice to certified to master technician, including manufacturer training milestones and pay-grade progression.
• Conduct regular one-on-ones, ride-alongs on the drive, and structured performance reviews.
• Coach service advisors on the proper write-up process, MPI presentation, menu selling, and declined-service follow-up.
• Lead daily save-a-deal/production meetings and weekly department meetings.
• Ensure all technicians complete required manufacturer (e.g., GM Centers of Learning, Stellantis Performance Institute, Ford STARS/ACE) and ASE training; manage the training calendar and reimbursement.

Customer Experience & Retention

• Own the customer experience from appointment through follow-up. Personally handle escalated customer concerns and unresolved CSI issues.
• Achieve and sustain CSI/SSI scores at or above manufacturer regional and national averages.
• Drive customer retention through proactive declined-service follow-up, recall outreach, and a robust appointment/reminder cadence.
• Partner with the Sales department to capture service customers from new and used vehicle deliveries and to support service-to-sales conversion opportunities.
• Build the department's reputation as the destination service provider for domestic vehicles in Greeley, Evans, Windsor, Loveland, and surrounding Weld County communities.

Warranty & Manufacturer Compliance

• Ensure 100% compliance with manufacturer warranty policy and procedure to minimize chargebacks during warranty audits.
• Supervise the warranty administrator, reviewing claim submission, documentation, and aged warranty receivables weekly.
• Maintain familiarity with current manufacturer technical service bulletins (TSBs), recall campaigns, and special service programs.
• Manage manufacturer reimbursement programs, including labor rate submissions and parts markup filings as permitted under Colorado law.

Facility, Equipment & Safety

• Maintain a clean, organized, professionally presented shop and customer-facing service area.
• Manage equipment inventory, tooling, alignment racks, lifts, and diagnostic scan tools; coordinate preventive maintenance and capital expenditure requests.
• Enforce all OSHA, EPA, and Colorado Department of Public Health & Environment requirements, including hazardous waste disposal (used oil, antifreeze, refrigerant, brake fluid), R-1234yf and R-134a refrigerant handling, and shop air quality.
• Maintain SDS records, lockout/tagout procedures, PPE compliance, and shop safety training.
• Hold monthly safety meetings and document corrective actions.

Inter-Departmental Coordination

• Work closely with the Parts Manager to maintain fill rates, control obsolescence, and ensure parts availability for high-demand jobs.
• Partner with the Sales and Used Car Manager on used vehicle reconditioning - establishing turn-time targets, costing standards, and quality expectations.
• Coordinate with the Body Shop (if applicable) on mechanical sublet work and shared customers.
• Support the Office Manager and Controller with month-end close, schedule reconciliation, and accruals.

Preferred Qualifications

• Minimum 5 years of automotive service experience, with at least 2 years as a Service Manager or Assistant Service Manager at a franchised new-car dealership.
• Demonstrated experience at a domestic franchise dealership (Ford, Chevrolet, GMC, Buick, Cadillac, Chrysler, Dodge, Jeep, Ram).
• Documented track record of growing customer-pay labor sales, hours-per-RO, and gross profit.
• Working knowledge of dealership financial statements, DOC reports, and composite analysis.
• Hands-on experience with at least one major DMS (CDK Global, Reynolds & Reynolds, or Tekion) and one shop scheduling/MPI tool (Xtime, myKaarma, AutoPoint, Tekion).
• Strong understanding of manufacturer warranty policy and audit standards.
• Working knowledge of Colorado consumer protection, sales tax, and environmental regulations applicable to automotive repair facilities.
• Valid Colorado driver's license with an insurable driving record.
• Ability to pass a background check, motor vehicle record check, and pre-employment drug screening (note: Colorado employers may still test for marijuana for safety-sensitive roles).
• ASE certifications (Master Technician or Service Consultant) and/or manufacturer Service Manager certification.
• Bachelor's degree in business, automotive technology, or a related field, or completion of NADA Academy / NCM 20 Group equivalent training.
• Prior experience opening a new service department, expanding bay count, or scaling a department through significant volume growth.
• Bilingual English/Spanish - strongly preferred given the Greeley/Weld County customer base.
• Active participation in a 20 Group or comparable peer bench marking organization.

Skills and Competencies

• Leadership presence - sets the tone on the drive and the shop floor by example, with clear standards and consistent accountability.
• Financial literacy - fluent in gross-per-RO, hours-per-RO, effective labor rate, proficiency, productivity, and CP/W/I mix.
• Process discipline - runs the department on documented, repeatable processes rather than personality.
• Coaching mindset - develops people; promotes from within.
• Customer focus - understands that service department loyalty is the foundation of a profitable dealership.
• Decisiveness under pressure - capable of resolving customer escalations, technician disputes, and parts shortages in real time.
• Integrity - handles warranty, customer-pay authorizations, and employee compensation with absolute honesty.

Working Conditions and Physical Requirements

• Combination of office, service drive, and shop floor environments.
• Regular exposure to noise, exhaust, lubricants, and varying temperatures, including Colorado winter conditions on the service drive.
• Saturday hours required (typically rotating); occasional evening hours during high-volume periods.
• Frequent standing, walking, and movement throughout a multi-bay facility.
• Occasional lifting up to 50 lbs.
• Ability to safely operate customer and dealership vehicles, including pickups and full-size SUVs typical of a domestic franchise.

Compensation and Benefits

• Base salary commensurate with experience, plus aggressive monthly performance bonus tied to gross profit, CSI, and customer retention. Total target compensation: $110,000-$160,000+ annually , with strong upside as the department grows.
• Demo vehicle or vehicle allowance.
• Comprehensive medical, dental, and vision insurance.
• Company-paid life and short-term disability insurance.
• 401(k) retirement plan with employer match.
• Paid time off, paid holidays, and paid sick leave (compliant with Colorado's Healthy Families and Workplaces Act).
• Employee vehicle purchase, service, and parts discounts for the employee and immediate family.
• Manufacturer-sponsored Service Manager training and 20 Group membership.
• Genuine path of advancement to Fixed Operations Director or General Manager as the dealership group continues to grow.

Why Greeley

Greeley sits at the heart of one of Colorado's fastest-growing regions. With a strong agricultural and energy economy, an expanding University of Northern Colorado, and steady population growth across Weld County, the demand for trucks, SUVs, and reliable domestic service continues to outpace supply. This is an opportunity to lead a service department in a market built for domestic brands - and to build something you can be proud of for the long term.

Equal Employment Opportunity

[Dealership Name] is an Equal Opportunity Employer and complies with all applicable federal, Colorado state, and local employment laws, including the Colorado Anti-Discrimination Act (CADA) and the Colorado Equal Pay for Equal Work Act. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, marital status, military or veteran status, pregnancy, genetic information, or any other characteristic protected by law.

This job description is intended to convey information essential to understanding the scope of the position. It is not an exhaustive list of skills, efforts, duties, or responsibilities and is subject to change at the discretion of management. The salary range disclosed reflects compensation in compliance with Colorado's Equal Pay for Equal Work Act.