Service Manager

Service Manager | Ford Dealership Leadership Opportunity | Jordan Ford

Drive Excellence. Lead Teams. Deliver Exceptional Customer Experiences.

We are seeking an experienced Service Manager to lead our service department, drive profitability, develop high-performing teams, and ensure a best-in-class customer experience.

The ideal candidate is a proven leader with strong automotive service operations experience, a passion for coaching and developing employees, and a relentless focus on customer satisfaction and departmental performance.

Position Summary

The Service Manager is responsible for overseeing all fixed operations within the service department, including service advisors, technicians, warranty administration, scheduling, productivity, customer satisfaction, and financial performance. This position works closely with dealership leadership to achieve strategic goals while ensuring compliance with manufacturer requirements, dealership policies, and safety regulations.

Essential Duties and Responsibilities

Leadership & Team Development

• Lead, coach, mentor, and develop Service Advisors, Technicians, Dispatchers, and support staff.
• Recruit, interview, hire, onboard, and train service department employees.
• Conduct regular one-on-one meetings and performance evaluations.
• Foster a culture of accountability, teamwork, professionalism, and customer focus.
• Conduct weekly department meetings and participate in management meetings.

Customer Experience

• Ensure every customer receives an exceptional service experience.
• Monitor and improve Customer Satisfaction Index (CSI) performance.
• Resolve customer concerns professionally and promptly.
• Review open repair orders and customer status updates daily.
• Maintain strong communication between customers, advisors, technicians, and management.

Operations Management

• Oversee daily repair order flow and shop loading to maximize technician productivity.
• Monitor repair quality, cycle times, and service department efficiency.
• Ensure effective scheduling and staffing based on workload demands.
• Maintain dealership service equipment and facilities.
• Stay current on Ford products, service programs, recalls, and repair procedures.

Financial Performance

• Manage departmental profitability and operating expenses.
• Review daily, weekly, and monthly sales and production reports.
• Monitor labor sales, parts gross profit, effective labor rate, and departmental KPIs.
• Develop action plans to achieve budget and performance objectives.
• Administer payroll for service department personnel in accordance with dealership policies.

Warranty & Compliance

• Ensure warranty claims are processed accurately and within manufacturer guidelines.
• Monitor and control warranty activity to maintain compliance.
• Enforce OSHA regulations and workplace safety standards.
• Maintain compliance with all federal, state, local, and manufacturer requirements.

Key Performance Indicators (KPIs)

Success in this role will be measured through:

• Customer Satisfaction Index (CSI)
• Service Sales Growth
• Gross Profit Performance
• Effective Labor Rate (ELR)
• Technician Efficiency & Productivity
• Warranty Compliance
• Employee Retention
• Repair Order Count & Average RO
• Departmental Expense Control

Qualifications

Required

• High school diploma or GED.
• Minimum 5 years automotive service experience.
• Minimum 2 years leadership or management experience in an automotive service department.
• Valid driver''s license with an acceptable driving record.
• Strong understanding of dealership service operations and repair order management.
• Excellent leadership, communication, coaching, and problem-solving skills.

Preferred

• Associate degree in Automotive Technology, Business Management, or related field.
• Ford dealership experience.
• Experience with dealership management systems (DMS) such as CDK, Reynolds & Reynolds, or Dealertrack.
• ASE certifications and/or manufacturer training credentials.

Physical Requirements

• Ability to stand and walk throughout the service department for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to work in indoor and outdoor environments and varying temperature conditions.
• Ability to inspect vehicles and move throughout shop areas safely.

Compensation & Benefits

Compensation is based on experience and performance

Benefits include medical and dental insurance, 401K retirement savings plan, vacation time, holiday and sick leave, and company-paid training. Our company maintains a strong policy of equal employment opportunity for all associates. We hire, train, promote and compensate associates based on personal and professional competence, and potential for advancement.

About our Dealership

Founded in 1919, Jordan Ford is proud to be San Antonio''s oldest Ford dealership. Our family values have proven our commitment to customer service is second to none. We believe our employees are our greatest asset! As such, we treat all employees with respect and appreciation for their contributions to the company.

At Jordan Ford, we have a clear vision: to be the place where a diverse mix of talented people want to come, stay and do their best work. We pride ourselves on bringing the best service to our customers in and around south Texas, and we know our company runs on the hard work and dedication of our passionate and creative employees.

Jordan Ford is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.