Service Manager

Position SummaryThe Service Manager is responsible for the overall operation, performance, and profitability of the dealership's Service Department. This position oversees daily service operations, develops and leads the service team, ensures exceptional customer satisfaction, and drives departmental growth while maintaining operational efficiency and manufacturer standards.The Service Manager is responsible for maximizing service department profitability through effective labor management, technician productivity, parts coordination, expense control, and customer retention.

Essential Duties & Responsibilities

Service Department Operations

· Oversee all daily operations of the Service Department to ensure efficient workflow and exceptional customer service.

· Monitor and manage technician productivity, efficiency, and labor performance.

· Ensure repair orders are properly written, dispatched, completed, and closed in a timely manner.

· Monitor shop capacity, scheduling, workflow, and technician workload.

· Ensure all repairs are performed according to manufacturer specifications and dealership standards.

· Maintain compliance with manufacturer policies, warranty procedures, and dealership operating procedures.

· Work closely with the Parts Department to ensure timely availability of parts and minimize repair delays.

· Monitor comeback repairs, warranty claims, and customer concerns to ensure proper resolution.

Financial Performance & Profitability

· Develop and manage departmental budgets, sales objectives, and profitability goals.

· Monitor labor sales, effective labor rate, gross profit, hours per repair order, and technician productivity.

· Identify opportunities to increase customer-pay labor sales, maintenance retention, and overall department revenue.

· Control departmental expenses, including payroll, overtime, supplies, and operational costs.

· Review monthly financial statements and performance reports to identify opportunities for improvement.

· Establish performance goals and hold department personnel accountable for achieving established targets.

Customer Satisfaction & Retention

· Ensure customers receive professional, timely, and exceptional service throughout their dealership experience.

· Monitor customer satisfaction scores, online reviews, and manufacturer CSI performance.

· Address escalated customer complaints and ensure concerns are resolved promptly and professionally.

· Develop strategies to improve customer retention, loyalty, and repeat service business.

· Ensure Service Advisors communicate effectively with customers regarding vehicle repairs, recommendations, and completion timelines.

Employee Leadership & Development

· Recruit, hire, train, develop, and retain qualified Service Department personnel.

· Directly supervise Service Advisors, Shop Foreman, Technicians, and other assigned service personnel.

· Conduct regular performance reviews and establish individual and departmental performance expectations.

· Monitor attendance, punctuality, productivity, and employee performance.

· Promote a positive, professional, and accountable work environment.

· Address employee performance concerns and administer corrective action in accordance with company policies.

· Identify training opportunities and ensure employees maintain required manufacturer certifications and training.

Safety & Compliance

· Ensure the Service Department maintains a clean, organized, and safe working environment.

· Enforce all company safety policies, OSHA requirements, and applicable federal and state regulations.

· Ensure proper handling and disposal of hazardous materials and automotive fluids.

· Maintain compliance with dealership policies, manufacturer requirements, and applicable employment laws.

· Ensure all required employee training and certifications are current.

Performance Expectations & Key Performance Indicators (KPIs)

The Service Manager will be responsible for monitoring and improving the following performance indicators:

· Total Service Department Revenue

· Service Department Gross Profit

· Customer Pay Labor Sales

· Effective Labor Rate (ELR)

· Technician Productivity and Efficiency

· Labor Hours Per Repair Order (HPRO)

· Customer Satisfaction Index (CSI)

· Customer Retention

· Comeback and Warranty Repair Rates

· Service Advisor Performance

· Departmental Expense Control

· Employee Retention and Training Compliance