Service Manager

The Service Manager is responsible for leading and managing the service department to ensure profitability, productivity, compliance, and customer satisfaction. This position oversees daily operations, directs staff, maintains financial controls, and ensures service work is performed to dealership, OEM, and regulatory standards. The Service Manager serves as both a business leader and customer advocate, driving revenue growth while promoting a culture of safety, accountability, and continuous improvement.

Essential Duties and Responsibilities

Department Leadership & Operations

• Develop and execute departmental goals and objectives in alignment with dealership business plans.
• Prepare and administer an annual operating budget for the service department, monitoring performance against financial targets.
• Direct and schedule daily work assignments for all department employees, providing technical support as required.
• Conduct regular departmental meetings to review performance, address concerns, and improve efficiency.
• Monitor technician payroll and productivity records to ensure accuracy and accountability.

Customer Service & Retention

• Establish and maintain strong customer relationships to promote repeat and referral business.
• Greet customers promptly and provide accurate, transparent estimates of time and cost for service.
• Resolve customer complaints professionally and in accordance with company policy.
• Ensure customer service files, repair orders, and related records are accurate, current, and accessible.

Financial & Business Performance

• Analyze departmental performance using reports such as repair order trends, items per repair order, and revenue per service advisor.
• Control operating costs through effective staffing, resource management, and process improvement.
• Collaborate with Parts Department leadership to ensure parts availability aligns with service demand.
• Maintain accurate reporting systems required by general management and OEM partners.

Compliance & Safety

• Stay current with and ensure compliance with all applicable federal, state, and local regulations, including OSHA, hazardous waste disposal, and environmental standards.
• Enforce company safety policies and procedures throughout the service department.
• Monitor adherence to OEM warranty and repair requirements.

Employee Development

• Recruit, train, coach, and evaluate service department employees to maximize individual and team performance.
• Provide regular feedback, set clear performance expectations, and implement improvement plans when needed.
• Promote teamwork, professionalism, and accountability within the department.

Secondary Duties

• Attend managers’ meetings and participate in cross-departmental initiatives.
• Support dealership promotional events and customer engagement activities as required.

Supervisory Responsibilities

• Directly supervises all Service Department staff, including Service Advisors, Shop Foremen, and Technicians.
• Responsible for employee performance management, training, and professional development.

Required Qualifications

Education

• High school diploma or equivalent required.
• Technical or business-related coursework preferred.
• ASE Certification preferred.

Experience

• Minimum of two (2) years of experience working in a diesel repair facility.
• At least three (3) years of supervisory or management experience, preferably in a dealership or service environment.

Knowledge, Skills, and Abilities

• Strong leadership and management skills with proven ability to supervise and motivate teams.
• Excellent communication and interpersonal skills with customers, employees, and vendors.
• Knowledge of diesel repair processes, service operations, and warranty procedures.
• Ability to analyze departmental reports and use data to improve business performance.
• Computer proficiency, including dealership management systems and Microsoft Office Suite.
• Professional personal appearance and demeanor.
• Ability to work effectively in a fast-paced, high-pressure environment.

Work Environment and Physical Demands

• Primary work environment is an office within the service department.
• Frequent movement through the shop to monitor technicians, assist service advisors, and address customer concerns.
• Regular exposure to noise, vibration, exhaust fumes, dust, paint, and other hazardous or non-hazardous materials.
• Must be able to stand, walk, bend, and move about the service area for extended periods.

Accountability and Compliance

• Adhere to all dealership policies, procedures, and OEM requirements.
• Ensure accurate and timely completion of financial, customer, and regulatory documentation.
• Maintain accountability for department profitability, employee performance, and customer satisfaction.
• Report work-related incidents, safety concerns, or compliance issues immediately per company policy.