Service Manager - Ford/Lincoln

Norm Reeves Ford Lincoln•Cerritos, CA

2d•Onsite

About The Position

Norm Reeves Ford Lincoln Cerritos is seeking an experienced Service Manager to lead Service Advisors, improve performance, and deliver an exceptional customer experience in a fast-paced dealership environment. The role works alongside an experienced Service Director and focuses on leading and developing Service Advisors rather than managing every aspect of Fixed Operations. The ideal candidate is hands-on, understands service department results, holds the team accountable, and helps employees succeed.

Requirements

Previous experience as a Service Manager or in a comparable dealership service leadership role.
A track record of coaching, developing, and holding Service Advisors accountable for performance.
Solid understanding of service department KPIs, profitability, repair order processes, and customer satisfaction.
Strong organizational skills and the ability to manage competing priorities in a busy service department.
Visible, approachable leadership style and willingness to support the team when needed.

Nice To Haves

Experience with CDK.
Familiarity with Axcessa and Numa.
Ford or Lincoln dealership experience; experienced leaders from other automotive brands are also encouraged to apply.

Responsibilities

Ensure Service Consultants are on time, logged in, and prepared to assist customers at the start of their shifts.
Maintain a clean, organized, customer-ready service drive.
Ensure pre-write documents are prepared and available before the first customer arrives.
Monitor Numa throughout the day and ensure customer messages are answered within 30 minutes.
Coordinate Service Consultant schedules and lunch breaks to maintain consistent customer coverage.
Review Work in Progress (WIP) daily through Axcessa and ensure repair orders are updated, managed, and closed in a timely manner.
Identify and address aging repair orders, escalating challenges to the Service Director as needed.
Monitor daily KPIs, including battery, brake, and tire sales, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.
Review NPS results, customer feedback, and individual Service Consultant performance to identify areas for improvement.
Provide ongoing coaching, training, and accountability to improve Service Consultant performance, productivity, and customer satisfaction.