Service Manager / Director

Best Ford•Nashua, NH

17d•Onsite

About The Position

Best Ford is seeking an elite Service Manager / Director to lead one of the most significant Ford service operations in the region. This role oversees a 50-bay facility that includes both a full retail service department and a Ford Pro Elite™ Certified Commercial Service Center, designed to serve fleet operators, business owners, and commercial vehicle customers. This is a high-visibility, high-impact leadership position responsible for the full P&L of a large, multi-faceted service operation. The ideal candidate will be strong in both retail customer experience and commercial fleet service, leading a team of service advisors, technicians, and support staff while driving CSI, efficiency, and profitability across both business lines. This opportunity is for someone who has managed a large-volume Ford store, understands the Ford Pro commercial ecosystem, and can build a culture of accountability and excellence.

Requirements

5+ years of automotive service management experience required; Ford dealership experience strongly preferred
Proven track record managing a high-volume service department with 20+ technicians and strong CSI performance
Ford factory certification preferred; willingness to complete Ford Pro Elite™ certification training required
Deep knowledge of warranty administration, Ford Motor Company policies, and manufacturer compliance requirements
Strong financial acumen with the ability to read, manage, and grow a service department P&L
Exceptional leadership and team development skills with a track record of building accountable, high-performance cultures
Proficiency with dealership DMS systems; experience with Dealertrack and MyKaarma preferred
Valid driver’s license with a clean driving record
High school diploma or equivalent required

Nice To Haves

Experience with Ford Pro, commercial fleet service, or uptime-focused service operations a significant plus
college degree or Ford-specific management certifications a strong plus

Responsibilities

Lead all operations of a 50-bay service facility including retail service, warranty, and Ford Pro Elite™ commercial service
Drive department profitability through effective labor rate management, service menu pricing, upsell strategy, and expense control
Oversee Ford Pro Elite™ commercial service operations including fleet account management, uptime commitments, and commercial customer relationships
Recruit, hire, train, and develop a high-performing team of service advisors, technicians, porters, and BDC support
Monitor and improve Customer Satisfaction Index (CSI) scores, ensuring every customer interaction reflects the Best Ford standard
Maintain full compliance with Ford Motor Company warranty policies, repair procedures, and manufacturer certification requirements
Manage shop capacity, technician scheduling, and dispatch workflow to maximize bay utilization and minimize customer wait times
Oversee service department financials including labor gross, parts gross, cost controls, and monthly performance reporting to ownership
Collaborate with sales, parts, and BDC departments to ensure seamless operations across the dealership
Maintain a safe, clean, and professionally run service environment in compliance with all OSHA and dealership standards