Head of Client Support Services

As a Service Drive Manager, you will lead the front-line service experience by overseeing the daily operations of the service drive and ensuring every guest receives a professional, efficient, and exceptional experience. You will coach and develop Service Advisors, monitor service drive performance, and drive results in guest satisfaction, sales, retention, and operational efficiency. Working closely with the Service Manager and Fixed Operations leadership team, you will help create a high-performing culture focused on accountability, teamwork, and the pursuit of excellence.

This is an opportunity to lead a high-performing service team within a dealership committed to excellence. You'll work alongside talented professionals, have the resources needed to succeed, and play a critical role in delivering an exceptional guest experience while helping drive the continued growth and success of the organization.

If you are a service leader who thrives on developing people, improving performance, and creating outstanding guest experiences, we encourage you to apply.

Lead, coach, and develop Service Advisors to achieve performance goals and deliver exceptional guest experiences.

Oversee daily service drive operations, ensuring efficient guest flow, appointment management, and advisor productivity.

Monitor and improve key performance indicators including guest satisfaction, effective labor rate, customer pay sales, maintenance penetration, and service retention.

Conduct regular coaching, performance reviews, and training to improve advisor effectiveness and consistency.

Assist with handling guest concerns and service recovery situations to maintain long‑term guest relationships.

Ensure compliance with manufacturer requirements, dealership policies, and ethical business practices.

Partner with the Service Manager, Parts Department, and Shop Foreman to improve communication, workflow, and repair cycle times.

Review service drive processes and identify opportunities to improve efficiency, profitability, and guest satisfaction.

Support recruiting, onboarding, and development of service team members.

Previous experience as a Service Advisor, Assistant Service Manager, Service Drive Manager, or similar dealership leadership role.

Demonstrated success leading teams and achieving service department performance objectives.

Strong understanding of service department operations, advisor performance metrics, and fixed operations profitability.

Exceptional coaching, communication, and conflict‑resolution skills.

Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.

Experience using dealership management systems, scheduling tools, and customer relationship management software.

Benefits: Health insurance, Vision insurance, Paid sick leave, Paid vacation, 401(k), 401(k) matching, Flexible spending account, Life insurance, Employee assistance plan, Disability insurance.

At Mercedes-Benz of Beverly Hills, we attract, nurture, and retain the most talented people in the industry by providing the highest quality work environment where productivity, creativity, and personal and professional growth can flourish. We believe our team sits behind the wheel of the Fletcher Jones Automotive Group brand that drives our company toward success.

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