Service Manager

Glendora Chevrolet•Glendora, CA

11d•Onsite

About The Position

Glendora Chevrolet is hiring a Service Manager to lead the Service Department. The role is open to experienced Service Managers and high-performing Assistant Service Managers who are ready to lead their own department. The Service Manager will lead people, care for customers, and improve department performance and profitability, with a focus on building a strong team, growing revenue, managing key performance indicators, and maintaining customer satisfaction and retention. The position oversees service operations and works closely with the Parts Department to strengthen Fixed Operations results. The manager is expected to recruit, develop, and retain employees; establish clear expectations and accountability; improve technician efficiency and productivity; manage expenses; and ensure compliance with GM and Chevrolet standards, warranty policy, and dealership procedures. Compensation is performance-based and listed at $160,000–$280,000 per year.

Requirements

Dealership service management experience as a Service Manager or Assistant Service Manager.
Strong working knowledge of service processes, warranty procedures, and customer experience standards.
Experience with and understanding of dealership service technology.
Working knowledge of Fixed Operations and key performance indicators.
A record of growing sales and gross profit in an area of responsibility.
Strong knowledge of Customer Pay operations and technician productivity.
Excellent leadership, coaching, and communication skills.
Ability to establish processes and consistently hold teams accountable.
Strong understanding of CSI, retention, appointment processes, and the customer experience.
Ability to recruit, develop, motivate, and retain high-performing employees.

Nice To Haves

GM or Chevrolet dealership experience.

Responsibilities

Lead the overall performance and profitability of the Service Department.
Recruit, train, mentor, and develop Service Advisors, Technicians, Service BDC, and support staff, with clear expectations and regular performance reviews.
Maintain appropriate shop staffing and build a workplace where top performers want to stay.
Grow Customer Pay revenue and gross profit by improving hours per repair order, Effective Labor Rate, and repair order volume.
Coach advisors to provide customers with complete, honest vehicle inspections and recommend necessary maintenance and repairs.
Improve technician efficiency, productivity, and proficiency to make effective use of shop capacity.
Work with the Parts Department to strengthen overall Fixed Operations results.
Control department expenses while protecting gross and net profit.
Develop and manage follow-up systems for declined work, missed appointments, and post-service contact.
Fill the appointment schedule and grow the base of loyal service customers.
Handle customer concerns promptly, fairly, and professionally, while protecting CSI.
Review department performance daily, weekly, and monthly, and correct course when results fall short.
Ensure compliance with GM and Chevrolet standards, warranty policy, and dealership procedures.
Set expectations for ownership, teamwork, urgency, and continuous improvement.
Actively manage total Parts and Labor Gross Profit, Customer Pay Gross Profit, CP Hours per RO, Effective Labor Rate, Labor Gross Margin, technician productivity and efficiency, repair order count, declined service recovery, appointment show rate, customer retention, and CSI.