Toyota Service Manager

Earl Stewart Toyota•Lake Park, FL

About The Position

The Service Manager is responsible for the overall performance, leadership, and profitability of the Service Department. This role drives customer satisfaction, employee development, operational efficiency, and financial performance in alignment with Toyota standards and dealership objectives. The Service Manager leads all service advisors, technicians, support staff, and works closely with Parts and Sales to deliver a best-in-class ownership experience.

Requirements

5+ years automotive service management experience preferred
Proven track record of improving CSI and departmental profitability
Strong leadership and communication skills
Deep understanding of service department financial metrics
Experience with dealership management systems (CDK, Dealertrack, etc.)
Ability to manage conflict and customer escalations

Nice To Haves

Toyota dealership experience strongly preferred

Responsibilities

Lead, coach, and develop service advisors, technicians, and support staff
Establish clear expectations and accountability standards
Create a culture focused on customer experience, urgency, and professionalism
Conduct regular performance reviews and daily production meetings
Recruit, hire, and retain top service talent
Ensure adherence to Toyota customer service standards
Drive high CSI (Customer Satisfaction Index) scores
Resolve escalated customer concerns professionally and promptly
Implement proactive communication processes (texting, MPI videos, follow-up calls)
Monitor online reviews and reputation management
Monitor and manage: Effective Labor Rate (ELR) Hours Per Repair Order (HPRO) Technician productivity & proficiency Warranty compliance and claim accuracy Appointment scheduling efficiency
Optimize shop workflow between Main Shop and Express / Quick Lane
Ensure proper dispatching and technician utilization
Achieve monthly gross profit objectives
Control departmental expenses
Manage technician payroll and compensation plans
Oversee parts-to-labor ratios
Partner with Controller / Accounting on financial reporting
Maintain strong warranty receivables control
Ensure compliance with Toyota policies and warranty procedures
Maintain Toyota certifications and training standards
Implement Toyota service initiatives (MPI process, service lane experience, retention programs)
Prepare for and manage Toyota audits and performance reviews
Continuously evaluate and improve: Intake process Vehicle walk-around standards Multi-Point Inspection (MPI) execution Repair order quality Follow-up process
Drive innovation and continuous improvement