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Now viewing: Service Manager
MM
Maddie's Motor Sports
Service Manager
Job Description
The Service Manager is responsible for leading and overseeing all aspects of the service department, ensuring exceptional customer satisfaction, operational efficiency, and department profitability. This role provides leadership to service advisors, technicians, shop supports while working collaboratively with the Sales, Finance and Parts departments to deliver an outstanding customer experience throughout the ownership lifecycle. Key Responsibilities Direct and manage the daily operations of the service department to achieve productivity, profitability, and customer satisfaction goals. Lead, develop, coach, and support Service Advisors and Service Technicians to maintain high performance and quality standards. Foster and maintain strong customer relationships through professional, responsive, and consistent service experiences. Oversee service scheduling, workflow management, and workload distribution to maximize shop efficiency and reduce turnaround times. Review and approve repair orders, service estimates, and invoices to ensure accuracy, compliance, and profitability. Monitor technician productivity, efficiency, and repair quality, implementing corrective actions and process improvements as needed. Ensure effective communication between customers, Service Advisors, Technicians, Parts personnel, and the Sales team. Resolve escalated customer concerns professionally and efficiently, ensuring positive outcomes and customer retention. Manage warranty and insurance claim processes, ensuring accurate documentation and timely submissions. Maintain accurate service records and ensure proper utilization of the dealership management system (DMS). Control department expenses, labor performance, and parts utilization to meet financial objectives. Enforce company policies, manufacturer requirements, and workplace safety standards. Analyze department performance metrics and implement strategies to improve operational efficiency, revenue growth, customer retention, and overall profitability. Partner with the Sales Department to support unit deliveries, pre-delivery inspections (PDIs), customer follow-up activities, and service-related sales opportunities. Coordinate seamlessly with Sales to ensure smooth transitions from purchase and delivery through post-sale service support. Collaborate with Sales and Parts teams to strengthen dealership operations and enhance the overall customer experience. Qualifications Proven leadership experience in a service management role within an automotive, powersports, RV, marine, or equipment dealership environment preferred. Strong understanding of service operations, technician management, customer service, and financial performance metrics. Excellent communication, problem-solving, and conflict-resolution skills. Experience with dealership management systems (DMS) and service department software. Ability to lead teams, drive results, and maintain a customer-focused culture. Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment. Benefits Competitive compensation package Opportunities for professional growth and advancement Supportive team environment Paid time off and holidays Health and retirement benefits Join our team and help deliver exceptional service experiences while driving operational excellence and long-term customer loyalty.