Valley Imports Service Manager

W.W. Wallwork, Inc.•Fargo, ND

About The Position

The Service Manager is responsible for overseeing all operations of the service department for a multi-franchise automotive dealership. This role ensures exceptional customer experience, efficient service operations, strong technician productivity, and profitability while maintaining manufacturer standards across multiple brands. The Service Manager leads service advisors, technicians, and support staff while driving operational excellence and customer satisfaction.

Requirements

Experience managing multiple franchise brands.
OEM certifications or factory training.
Familiarity with systems such as Dealertrack, Reynolds & Reynolds, or CDK.
High School Diploma or G.E.D.
Service manager experience
Valid driver’s license and acceptable driving record.
Ability to work with limited supervision.
Must be able to manage in a fast-paced work environment.
Must have great customer service and communication skills.
Automotive service management experience or a Assistant service manager looking to take the next step.
Experience in luxury or premium automotive brands.
Strong leadership and team management skills.
Proven track record of improving service department profitability and CSI.
Deep understanding of service operations, warranty processes, and dealership management systems.

Nice To Haves

CDK a Plus.

Responsibilities

Manage daily operations of the service department across multiple vehicle franchises.
Supervise service advisors, technicians, warranty administrators, and support staff.
Recruit, train, mentor, and evaluate service personnel.
Foster a high-performance, customer-focused culture.
Ensure an exceptional luxury service experience for every customer.
Resolve escalated customer concerns professionally and efficiently.
Maintain high CSI (Customer Satisfaction Index) scores across all manufacturer programs.
Monitor and manage service department KPIs including: Labor sales Technician productivity and efficiency Effective labor rate Parts-to-labor ratio Service absorption
Schedule and optimize workflow to maximize technician productivity.
Ensure service processes meet manufacturer requirements.
Manage department budgets and achieve profitability targets.
Monitor labor gross profit and expenses.
Develop strategies to increase service retention and revenue.
Maintain compliance with policies and standards for all represented brands.
Ensure proper warranty procedures and documentation.
Implement manufacturer service programs and campaigns.
Develop and implement processes to improve efficiency, profitability, and customer satisfaction.
Utilize service management software and data analytics to track performance.
Maintain a clean, organized, and safe service facility.
Ensure equipment maintenance and compliance with safety standards.