Service Manager

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

4d • $80,000 - $160,000 • Onsite

About The Position

Mercedes-Benz of Palo Alto, part of Swickard Auto Group, is hiring a Service Manager to lead the full service department at its Palo Alto dealership. The role serves a high-net-worth Silicon Valley ownership community and is responsible for the department’s operating performance, guest experience, team development, and compliance. The manager will oversee advisors, technicians, and support staff; manage fixed operations metrics and financial results; and build a consistently excellent, guest-first department.

Requirements

• At least 3 years of Service Manager experience at a franchised dealership.
• Demonstrated CSI and absorption performance supported by disciplined, guest-first processes.
• A coaching-first leadership approach and experience developing advisors and technicians.
• Strong operational ability to manage drive flow, technician productivity, advisor workload, and guest escalations simultaneously.
• Prior DMS experience; examples include CDK, Reynolds & Reynolds, DealerSocket, or Tekion, or an equivalent platform.
• Valid driver's license and clean driving record.

Nice To Haves

• Service management experience with Mercedes-Benz or another luxury European brand is strongly preferred.
• Familiarity with Mercedes-Benz service processes, MBUSA programs, and the brand's high-expectation ownership profile.

Responsibilities

• Lead the service department, managing advisors, technicians, and support staff to deliver quality, efficiency, and guest satisfaction.
• Own and improve fixed operations metrics, including CSI, absorption, effective labor rate, technician efficiency, hours per repair order, warranty compliance, and comeback rate.
• Develop and coach service advisors, set performance expectations, review repair orders, and support clear guest communication and follow-through.
• Partner with shop leadership to manage workflow, improve technician efficiency, support certification advancement, and reduce technician turnover.
• Monitor service department revenue, expenses, and absorption targets, and provide actionable direction to the team.
• Coordinate with the parts department to align inventory with service throughput and avoid delays affecting guests.
• Maintain Mercedes-Benz OEM certification compliance, warranty administration standards, and manufacturer relationship requirements.
• Manage staffing, scheduling, onboarding, recruiting, and retention for advisor and technician roles.
• Handle guest escalations with composure and a solution-first approach.

Benefits

• Medical, dental, and vision insurance.
• Life insurance and supplemental coverage options.
• Paid time off and paid holidays.
• Career growth opportunities, including potential advancement to fixed operations director and multi-store operational leadership roles.
• Employee vehicle purchase and service discounts.

What This Job Offers

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