Service Manager

Volkswagen - Tom Wood VW, Indy•Indianapolis, IN

42d•Onsite

About The Position

The Service Manager at Tom Wood leads the dealership’s service department, ensuring exceptional customer experiences, efficient operations, and high-quality vehicle maintenance and repair. This role is responsible for managing service advisors, technicians, and support staff while driving performance metrics and fostering a culture of accountability, resilience, and continuous improvement.

Requirements

Proven experience in automotive service management or related leadership roles
Strong understanding of dealership service operations and KPIs
Excellent communication, conflict resolution, and coaching skills
Ability to lead teams and drive high performance
Valid driver’s license with a clean driving record
Passing a background check, motor vehicle record review, social security verification, and drug screening

Nice To Haves

Familiarity with Ford service systems and processes is a plus

Responsibilities

Supervise and coach service advisors, technicians, and support staff
Promote a culture of accountability, integrity, and operational excellence
Conduct regular team huddles and performance reviews
Drive continuous improvement initiatives across the department
Deliver a premium, transparent, and professional service experience
Resolve customer concerns promptly and communicate solutions clearly
Monitor and improve Customer Satisfaction Index (CSI) scores
Oversee all service operations, including scheduling, workflow, and repair quality
Maintain and monitor KPIs such as Fixed First Visit Rate, Effective Labor Rate, and Repair Order Performance
Control warranty and parts expenses to maximize efficiency and profitability
Ensure adherence to OEM standards and warranty requirements
Maintain a clean, organized, and safe work environment
Uphold compliance with all dealership and manufacturer policies
Coach service advisors and technicians to enhance skills and performance
Support career growth through mentorship and internal promotion pathways
Develop and execute service department goals aligned with dealership objectives
Manage operations to balance warranty and retail work effectively
Contribute to business strategy and profitability initiatives