We are seeking an experienced and results-driven Service Manager to lead daily operations in our brand-new, high-capacity Ford service facility. This position is responsible for managing the service department team, ensuring exceptional customer experiences, maximizing productivity and efficiency, and driving profitability while maintaining Ford brand standards. The ideal candidate is a strong leader with dealership service management experience who can develop teams, streamline processes, and grow the department.
Key Responsibilities
Department Operations
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Oversee all daily operations of the service department in a high-volume Ford dealership
Ensure efficient workflow between advisors, technicians, dispatch, parts, and warranty
Monitor shop productivity, efficiency, and effective labor rate to drive profitability
Maintain proper staffing levels and technician utilization
Implement and maintain dealership service processes and operational standards
Customer Experience
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Ensure an outstanding customer experience from write-up through vehicle delivery
Resolve escalated customer concerns professionally and promptly
Monitor CSI scores and implement strategies to improve customer satisfaction
Promote service retention and long-term customer relationships
Team Leadership & Development
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Recruit, train, and develop service advisors, technicians, and support staff
Lead daily service meetings and performance reviews
Set clear performance expectations and accountability standards
Foster a culture of teamwork, efficiency, and continuous improvement
Financial Performance
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Manage departmental budgets, labor gross, and expense control
Track key performance metrics including:
Effective Labor Rate (ELR)
Hours per Repair Order (HPRO)
Technician Productivity & Efficiency
Parts-to-Labor Ratio
Drive revenue growth through maintenance programs, service campaigns, and upsell opportunities
Compliance & Safety
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Ensure compliance with Ford policies, warranty procedures, and dealership standards
Maintain OSHA safety requirements and a clean, organized shop environment
Oversee warranty administration and proper documentation
Qualifications
3+ years of automotive service department leadership experience (Ford experience preferred)
Strong knowledge of dealership service operations and fixed operations metrics
Proven ability to manage high-volume service departments
Excellent leadership, communication, and team development skills
Strong understanding of dealership management systems and service technology
Ability to analyze performance metrics and implement improvement strategies
Preferred Experience
Ford dealership experience
Experience managing a large or high-capacity service facility
Experience implementing service process improvements