Luxury Service Manager

Reliable Superstore•Springfield, MO

5d•Onsite

About The Position

We are looking for a proven dealership Service Manager who understands that in a luxury automotive environment, the customer experience is everything. Every phone call. Every text. Every email. Every conversation. Every service visit. Every customer touch point must deliver a luxury experience. You will lead a high-performance service department with a relentless focus on customer satisfaction, communication, accountability, productivity, and profitability. Your mission is straightforward: Deliver an exceptional luxury customer experience while building a highly accountable, profitable service operation. You will lead and develop our Service Advisors and Technicians, establish clear expectations, measure performance, coach your team, and hold people accountable for results. We expect our Service Manager to be highly visible, hands-on, and engaged with both customers and employees.

Requirements

Proven dealership Service Manager experience is required.
Proven track record of managing Service Advisors and Technicians.
Proven track record of delivering strong CSI results.
Proven track record of driving profitable service operations.
Proven track record of handling demanding customers professionally.
Proven track record of leading with urgency, professionalism, and accountability.
Understanding that luxury service is about how the customer is treated every time they interact with the business.

Nice To Haves

High-energy, results-driven dealership Service Manager.

Responsibilities

Lead and develop Service Advisors and Technicians.
Establish clear expectations, measure performance, coach the team, and hold people accountable for results.
Be highly visible, hands-on, and engaged with both customers and employees.
Set and enforce the standard for detailed, timely, and proactive customer communication.
Ensure professional communication by phone, text, email, and face-to-face.
Provide clear explanations and consistent updates throughout the repair process.
Take immediate ownership of customer concerns.
Ensure exceptional vehicle delivery and follow-up.
Focus on customer retention and long-term relationship building.
Set clear performance expectations for the team.
Drive accountability and productivity within the department.
Coach and develop employees.
Address performance issues quickly.
Build a culture of urgency, professionalism, and teamwork.
Consistently achieve strong CSI and customer retention.
Improve department production and profitability.
Follow corporate, manufacturer, and dealership policies and procedures.