Location: Vista, CA| Type: Full Time | Salary Range: $180,000 - 240,000
We are looking for an experienced, motivated, and customer-focused Service Manager to lead our Honda Service Department. This role is responsible for supporting the Service Advisors and Technicians, driving department performance, and ensuring every customer receives an exceptional service experience.
The ideal candidate is a strong leader who understands dealership service operations, knows how to coach and develop a team, and is comfortable balancing customer satisfaction with department profitability and performance.
What You'll Do
Lead and oversee the daily operations of the Service Department
Coach, motivate, and develop Service Advisors, Technicians, and support staff
Monitor department performance and key performance indicators
Review repair orders, labor hours, ELR, gross profit, and overall department performance
Monitor and improve customer satisfaction, NPS, open surveys, and customer feedback
Assist with resolving customer concerns and service-related issues in a professional manner
Ensure Service Advisors are following proper processes and effectively communicating with customers
Monitor technician productivity, efficiency, flagged hours, and workflow
Conduct regular team meetings, coaching sessions, and performance reviews
Work with Parts and other departments to ensure an efficient service operation
Ensure dealership and Honda service processes, policies, and standards are followed
Maintain a clean, organized, professional, and customer-friendly service environment
Step in and support the team during high-volume periods and help keep operations moving efficiently
What We're Looking For
Previous Service Manager or Assistant Service Manager experience in an automotive dealership (Honda Preferred)
Proven ability to lead, coach, and hold a team accountable
Strong customer service and communication skills
Ability to analyze department performance and identify areas for improvement
Strong problem-solving and decision-making skills
Ability to work in a fast-paced, high-volume dealership environment
Valid driver's license and acceptable driving record
Key Performance Areas
Success in this position will be measured through areas including:
Customer satisfaction and NPS
Customer Pay Hours and Repair Orders
Technician productivity and efficiency
Effective Labor Rate (ELR)
Labor and Parts gross profit
Department sales and monthly profitability
CSI and survey performance
Open customer concerns and survey follow-up
Advisor performance and process compliance
Technician workflow and flagged hours
Overall Service Department retention and performance
Numbers & Facts
Location
Vista, California
Website
https://www.normreeves.com/about-us
Skills
Automotive Salesunmatched
Coachingunmatched
Communication Skillsunmatched
Customer Relationsunmatched
Customer Satisfactionunmatched
Customer Support/Serviceunmatched
Customer/Client Researchunmatched
Driver's Licenseunmatched
Leadershipunmatched
Market Surveysunmatched
Operationsunmatched
Operations Managementunmatched
Organizational Skillsunmatched
Performance Analysisunmatched
Performance Metricsunmatched
Performance Reviewsunmatched
Problem Solving Skillsunmatched
Profit & Lossunmatched
Repair Ordersunmatched
Salesunmatched
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