Service Manager

Swickard Palo Alto II, LLC d/b/a Mercedes-Benz of Palo Alto • Palo Alto, CA

2d • $100,000 - $150,000 • Onsite

About The Position

Palo Alto, CA | Mercedes-Benz | Premium luxury brand | Service Manager | Fixed Ops | Veterans encouraged to apply | $100,000 - $150,000+ annually

Swickard Auto Group is a hospitality company that happens to sell and service cars. We believe the best guest experiences start with the best employee experiences. That's why we've grown to 40+ rooftops across the West Coast, Alaska, and Hawaii while maintaining a culture built on one simple idea: do right by people, every time.

At Mercedes-Benz of Palo Alto, we serve one of the most discerning luxury markets in the country. Silicon Valley guests are time-conscious, brand-loyal, and hold every interaction to a high standard. The Service Manager is the person who ensures the service department meets that standard -- consistently, every day.

Requirements

• 3+ years of automotive service management experience in a franchised dealership -- luxury or premium brand experience strongly preferred
• Proven track record of hitting and exceeding service department KPIs: absorption, CSI, ELR, and technician productivity
• Mercedes-Benz or European brand experience a strong plus
• Demonstrated success building, leading, and retaining high-performing service teams
• Deep knowledge of warranty processes, manufacturer compliance standards, and fixed ops best practices
• Reynolds & Reynolds or CDK experience preferred
• Strong financial acumen -- able to read, interpret, and act on service department financials with confidence
• A leader who earns trust through consistency, integrity, and a genuine investment in their people
• A hospitality mindset -- you understand that service management is guest experience management

Responsibilities

• Lead and develop a high-performing service team -- advisors, technicians, and support staff -- setting the standard for excellence, accountability, and hospitality
• Drive service department performance across all key metrics: CSI, absorption, effective labor rate, technician efficiency, and hours per RO
• Build and maintain a guest-first service culture where every interaction reflects Mercedes-Benz brand standards and Swickard's HEART values
• Oversee daily service operations -- managing workflow, capacity, scheduling, and throughput to maximize efficiency without sacrificing quality
• Partner with the fixed ops director, parts manager, and sales leadership to align departmental goals and drive profitability
• Recruit, train, and retain top service talent -- building bench strength and investing in team development at every level
• Monitor and manage warranty compliance, ensuring zero chargebacks and full adherence to manufacturer requirements
• Resolve escalated guest concerns with composure and professionalism -- turning difficult situations into lasting loyalty
• Analyze financial performance reports and implement operational improvements that move the business forward

Benefits

• Income potential of $100,000 - $150,000+ annually
• Medical, dental, and vision insurance
• Life insurance and supplemental coverage options
• Paid time off and paid holidays
• Paid Mercedes-Benz manufacturer training and ongoing professional development
• Career growth -- service managers at Swickard have a direct path to fixed ops director and multi-store leadership
• Employee vehicle purchase and service discounts
• The backing of a nationally recognized, fast-growing dealer group with deep operational infrastructure

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed