Service Drive Manager

Mac Haik's Southway Ford•San Antonio, TX

1d•Onsite

About The Position

Join a Team That's Built Different At Mac Haik's Southway Ford , we're more than a dealership—we're a destination where customers trust us with one of their most important investments. As one of South Texas' premier Ford dealerships, we've built our reputation on exceptional service, a strong team culture, cutting-edge facilities, and an unwavering commitment to delivering a world-class customer experience. We're looking for a driven, customer-focused Service Drive Manager who thrives in a fast-paced environment, excels at leading teams, and is passionate about creating exceptional customer experiences. If you're an automotive service professional with strong leadership skills and a proven ability to drive performance, customer satisfaction, and operational excellence, we want to meet you. Position Summary As the Service Drive Manager , you will be responsible for overseeing the daily operations of the service drive while ensuring every customer receives a best-in-class experience from arrival through vehicle delivery. This leadership role serves as the critical link between customers, service advisors, technicians, and management. You will lead and develop a high-performing team, drive customer satisfaction, manage workflow efficiency, and help achieve departmental sales and profitability goals. The ideal candidate is a hands-on leader who can motivate a team, solve problems effectively, and maintain excellence in a fast-paced dealership environment.

Requirements

Minimum 3–5 years of automotive service management or service advisor leadership experience preferred
Proven experience managing teams in a dealership service environment
Strong leadership, coaching, and employee development skills
Exceptional customer service and conflict-resolution abilities
Knowledge of dealership service operations, repair order processes, and warranty procedures
Experience with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar platforms)
Strong organizational and time-management skills
Excellent verbal and written communication skills
Ability to multitask and perform effectively in a fast-paced environment
Professional appearance and customer-focused mindset
Valid driver's license with acceptable driving record

Nice To Haves

Leads by example and inspires those around them
Has a passion for delivering exceptional customer experiences
Understands how to balance customer satisfaction with operational performance
Thrives in a fast-paced, high-volume environment
Builds strong relationships with customers and team members
Holds themselves and their team accountable to high standards
Is committed to continuous improvement and professional growth
Wants to build a long-term career with a successful and growing organization

Responsibilities

Ensure every customer is greeted promptly, professionally, and courteously
Create and maintain a customer-first culture throughout the service department
Monitor customer interactions and ensure exceptional service standards are consistently met
Handle escalated customer concerns and resolve issues quickly and effectively
Drive CSI (Customer Satisfaction Index) improvement initiatives
Build long-term customer relationships that increase retention and loyalty
Oversee daily service drive activities and workflow management
Coordinate vehicle check-in, write-up, repair progression, and delivery processes
Ensure repair recommendations are communicated accurately and professionally
Monitor appointment flow and shop capacity to maximize efficiency
Review repair orders for accuracy and compliance with dealership procedures
Maintain a clean, organized, and professional service drive environment
Lead, coach, mentor, and motivate service advisors and support staff
Conduct ongoing training and performance coaching
Monitor team performance metrics and establish accountability standards
Assist with hiring, onboarding, scheduling, and employee development
Foster a positive and collaborative team environment focused on continuous improvement
Promote a culture of professionalism, integrity, and customer satisfaction
Support achievement of service department sales and gross profit objectives
Monitor key performance indicators including CSI, productivity, revenue, and retention
Identify opportunities to improve advisor performance and customer retention
Work closely with Fixed Operations leadership to implement process improvements
Ensure advisors effectively communicate maintenance needs and repair recommendations
Assist in driving customer-pay business and service growth initiatives
Partner with technicians, parts personnel, warranty administrators, and management
Ensure communication between departments supports efficient workflow and customer satisfaction
Work closely with management to implement dealership and manufacturer initiatives
Maintain compliance with Ford and dealership operational standards