Service Manager

Description Palo Alto, CA | Mercedes-Benz | Premium luxury brand | Service Manager | Fixed Ops | Veterans encouraged to apply | $100,000

• $150,000+ annually Swickard Auto Group is a hospitality company that happens to sell and service cars.

We believe the best guest experiences start with the best employee experiences. That's why we've grown to 40+ rooftops across the West Coast, Alaska, and Hawaii while maintaining a culture built on one simple idea: do right by people, every time. At Mercedes-Benz of Palo Alto, we serve one of the most discerning luxury markets in the country. Silicon Valley guests are time-conscious, brand-loyal, and hold every interaction to a high standard. The Service Manager is the person who ensures the service department meets that standard

• consistently, every day.

WHAT YOU'LL DO

• Lead and develop a high-performing service team
• advisors, technicians, and support staff
• setting the standard for excellence, accountability, and hospitality
• Drive service department performance across all key metrics: CSI, absorption, effective labor rate, technician efficiency, and hours per RO
• Build and maintain a guest-first service culture where every interaction reflects Mercedes-Benz brand standards and Swickard's HEART values
• Oversee daily service operations
• managing workflow, capacity, scheduling, and throughput to maximize efficiency without sacrificing quality
• Partner with the fixed ops director, parts manager, and sales leadership to align departmental goals and drive profitability
• Recruit, train, and retain top service talent
• building bench strength and investing in team development at every level
• Monitor and manage warranty compliance, ensuring zero chargebacks and full adherence to manufacturer requirements
• Resolve escalated guest concerns with composure and professionalism
• turning difficult situations into lasting loyalty
• Analyze financial performance reports and implement operational improvements that move the business forward

WHAT WE'RE LOOKING FOR

• 3+ years of automotive service management experience in a franchised dealership
• luxury or premium brand experience strongly preferred
• Proven track record of hitting and exceeding service department

KPIs:

absorption, CSI, ELR, and technician productivity

• Mercedes-Benz or European brand experience a strong plus
• Demonstrated success building, leading, and retaining high-performing service teams
• Deep knowledge of warranty processes, manufacturer compliance standards, and fixed ops best practices
• Reynolds & Reynolds or CDK experience preferred
• Strong financial acumen
• able to read, interpret, and act on service department financials with confidence
• A leader who earns trust through consistency, integrity, and a genuine investment in their people
• A hospitality mindset
• you understand that service management is guest experience management

WHAT WE OFFER

• Income potential of $100,000
• $150,000+ annually
• Medical, dental, and vision insurance
• Life insurance and supplemental coverage options
• Paid time off and paid holidays
• Paid Mercedes-Benz manufacturer training and ongoing professional development
• Career growth
• service managers at Swickard have a direct path to fixed ops director and multi-store leadership
• Employee vehicle purchase and service discounts
• The backing of a nationally recognized, fast-growing dealer group with deep operational infrastructure

WHY MERCEDES-BENZ OF PALO ALTO

• Mercedes-Benz of Palo Alto sits in the heart of Silicon Valley
• a market where the guest base is affluent, sophisticated, and expects a service experience that reflects the vehicle they drive
• Mercedes-Benz is one of the most prestigious luxury brands in the world
• strong brand equity and a loyal guest base that rewards a service department that consistently delivers
• Swickard is one of the fastest-growing dealer groups in the country
• ranked Top 5 in North America for reputation in the automotive industry
• We invest in our service managers
• with training, tools, and organizational support that removes roadblocks and enables elite execution
• Our HEART values
• Honor, Engage, Anticipate, Respond, Thank
• are the foundation of how we lead, hire, and serve
• A culture where great leadership is recognized, rewarded, and given a clear path to the next level Mercedes-Benz of Palo Alto is a store with the brand prestige, the market strength, and the organizational support to give the right service leader a genuinely compelling place to grow. The guest base here is demanding
• and a service manager who meets that demand consistently builds a reputation that follows them throughout their career. We're looking for someone who takes ownership of the numbers, the culture, and the people
• and drives results that reflect the standard this brand and this market demand. If you're a proven service leader ready to make your mark at one of the most respected luxury stores in Silicon Valley
• this is the opportunity you've been building toward.