Service Manager

Runde Chevrolet•East Dubuque, IL

53d•Onsite

About The Position

Runde Chevrolet is seeking an experienced, hands-on Service Manager to lead its fixed operations department. This role involves driving revenue and CSI improvement while developing and stabilizing the service team. The ideal candidate will lead from the front, earn the respect of technicians and advisors, and possess operational discipline and a customer-first mentality. This position reports directly to dealer group leadership and has full authority over the service department's operations and performance metrics.

Requirements

3+ years of experience as a Service Manager at a franchised dealership
Proven track record of growing service revenue while maintaining strong CSI scores
Experience leading and developing a team of advisors and technicians
Strong understanding of warranty administration, shop scheduling, and parts-service integration
Ability to read and act on department financial statements and performance reports
Excellent communication skills — with customers, with your team, and with leadership
A reputation for honesty, follow-through, and doing things the right way

Nice To Haves

GM/Chevrolet brand experience strongly preferred

Responsibilities

Lead and hold accountable a team of service advisors, technicians, and support staff.
Build a culture of accountability, professionalism, and continuous improvement.
Conduct regular one-on-ones, performance reviews, and training sessions.
Work with HR to hire and onboard service department personnel as needed.
Mentor advisors on effective customer write-up, upsell communication, and RO management.
Own department financial performance including labor gross, parts gross, and overall fixed absorption.
Set and monitor KPIs including ELR, hours per RO, advisor productivity, and technician efficiency.
Develop and execute strategies to increase customer pay, warranty, and internal revenue lines.
Work closely with the parts department to optimize inventory and turn.
Identify and capitalize on service marketing and retention opportunities.
Ensure every customer interaction reflects Runde's standard of integrity and care.
Resolve escalated customer concerns promptly and professionally.
Monitor and improve CSI/NPS scores through process discipline and team training.
Maintain a clean, organized, and professional service environment.
Manage shop loading, scheduling, and technician dispatch for maximum throughput.
Ensure compliance with manufacturer warranty procedures and internal controls.
Maintain accurate RO documentation and proper repair order closing practices.
Oversee loaner fleet management and shop equipment maintenance.
Collaborate with dealer group leadership on facility, staffing, and capital needs.