Service Manager

Westbury Jeep Chrysler Dodge•Hicksville, NY

3d•Onsite

About The Position

Grand Prix Subaru, a proud member of the VIP Automotive Group, is seeking an experienced, results-driven Automotive Service Manager / Service Director to lead our high-volume dealership service operation. This is a premier opportunity for a proven Automotive Service Manager, Service Director, Fixed Operations Manager, or Senior Service Manager who knows how to build a high-performing service department, develop Service Advisors and Technicians, increase service and customer-pay revenue, improve CSI, and maximize overall fixed operations profitability. If you are a hands-on automotive leader who understands dealership service operations, service sales, technician productivity, customer retention, repair order management, and department profitability, this is an opportunity to take your career and earning potential to the next level.

Requirements

5+ years of Automotive Service Manager / Service Director experience
Proven success managing a high-volume automotive dealership service department
Strong background in fixed operations management
Demonstrated ability to lead and develop Service Advisors, Technicians, and service support staff
Strong knowledge of service sales, customer-pay, warranty, maintenance, and repair operations
Proven ability to improve service revenue, gross profit, CSI, and customer retention
Strong understanding of technician productivity, efficiency, hours sold, and shop capacity
Experience managing department budgets, expenses, staffing, and profitability
Strong knowledge of Dealer Management Systems (DMS), CRM, and automotive service technology
Excellent leadership, communication, organizational, and problem-solving skills
Ability to analyze dealership reports and service KPIs and turn results into action
Strong customer-service mindset with the ability to resolve escalated concerns
Proven ability to create accountability while maintaining a positive team culture

Responsibilities

Lead the Service Department: Oversee all daily operations of the dealership automotive service department. Lead, coach, and motivate Service Advisors, Technicians, and support personnel. Establish department goals and performance expectations. Conduct daily service meetings and performance reviews. Monitor Service Advisor and Technician performance against established goals. Develop strategies to increase service sales, customer retention, CSI, and profitability. Maintain appropriate staffing levels and maximize department productivity. Create a culture of accountability, teamwork, professionalism, and performance.
Drive Service Sales & Revenue: Maximize available technician labor hours. Ensure technician time is consistently sold through effective scheduling and service sales processes. Coach Service Advisors on presenting maintenance and repair recommendations. Monitor repair orders, labor sales, parts sales, and gross profit. Review large repair estimates and assist Advisors with closing customer-pay opportunities. Monitor declined and lost services and establish effective follow-up strategies. Increase customer-pay repair orders, maintenance sales, tire sales, and service retention. Ensure customers receive accurate, transparent estimates and repair recommendations.
Customer Experience & Retention: Deliver an exceptional automotive service customer experience. Monitor and improve CSI / customer satisfaction. Resolve escalated customer complaints professionally and efficiently. Ensure customers receive timely updates regarding vehicle status and repairs. Monitor service appointment performance and customer follow-up. Build long-term customer relationships and increase repeat service business. Ensure customers understand recommended maintenance and future service needs.
Fixed Operations Performance: Monitor and improve key dealership service metrics, including: Service Revenue, Customer-Pay Gross Profit, Repair Order Count, Average Repair Order, Labor Hours Sold, Technician Productivity, Technician Efficiency, Service Advisor Performance, Customer Retention, CSI / Customer Satisfaction, Warranty Performance, Maintenance Sales, Tire Sales, Lost Service Sales, Departmental Gross Profit, Overall Fixed Operations Profitability.
Quality, Compliance & Operational Excellence: Ensure repairs are completed accurately and efficiently. Maintain high standards for repair quality and customer vehicle condition. Ensure compliance with manufacturer policies and dealership procedures. Monitor warranty and manufacturer requirements. Ensure service records and repair orders are accurate and complete. Maintain a clean, organized, safe, and professional service operation. Work closely with the Parts Department, Sales Department, and dealership leadership. Identify opportunities to improve workflow, efficiency, profitability, and customer satisfaction.