SERVICE MANAGER / DIRECTOR

Job Description

Job Description

Automotive Service Manager / Service Director

Location: Brannen Motor Company
Job Type: Full-Time

About Us

At Brannen Motor Company, we believe exceptional customer service starts with exceptional people. We are looking for a results-driven Service Manager/Service Director to lead our Service Department, develop our team, and deliver an outstanding ownership experience for every customer.

If you're a proven automotive leader who thrives on building high-performing teams, driving profitability, and creating loyal customers, we'd love to meet you.

Position Summary

The Service Manager/Service Director is responsible for the overall performance of the Service Department, including customer satisfaction, technician productivity, advisor performance, profitability, warranty compliance, employee development, and operational excellence. This individual will lead by example, coach team members, and create a culture focused on accountability and continuous improvement.

Responsibilities

• Lead the daily operations of the dealership's Service Department.
• Recruit, hire, train, coach, and develop service advisors, technicians, and support staff.
• Monitor and improve CSI (Customer Satisfaction Index) scores.
• Drive department profitability through effective labor sales, maintenance sales, and expense control.
• Ensure efficient scheduling and workflow to maximize technician productivity and shop efficiency.
• Review daily operating reports, KPIs, and financial statements.
• Maintain strong communication between Service, Parts, Sales, and Management.
• Ensure compliance with manufacturer policies, warranty procedures, and dealership standards.
• Resolve escalated customer concerns professionally and promptly.
• Conduct regular team meetings and performance reviews.
• Monitor repair order quality, documentation, and closing procedures.
• Maintain a clean, organized, and safe service facility.
• Develop strategies to increase customer retention and repeat business.
• Support dealership goals while maintaining a positive team culture.

Qualifications

• Minimum 5 years of automotive dealership management experience.
• Previous Service Manager or Service Director experience preferred.
• Strong understanding of dealership fixed operations.
• Proven track record of increasing gross profit and customer satisfaction.
• Experience managing technicians and service advisors.
• Excellent leadership and coaching abilities.
• Strong financial and analytical skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Outstanding communication and conflict resolution skills.
• Computer proficiency with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, Tekion, etc.).
• Valid driver's license with acceptable driving record.

Preferred Experience

• Ford and/or Chevrolet dealership experience
• OEM warranty administration knowledge
• Fixed Operations performance management
• Service lane process improvement
• Technician recruiting and retention
• Menu selling and maintenance programs

What Success Looks Like

• Consistently high CSI scores
• Increased labor gross profit
• Improved technician efficiency and productivity
• Strong employee retention
• Increased customer retention
• Positive leadership culture
• Well-organized and profitable department

Benefits

• Competitive salary plus performance incentives
• Health, Dental & Vision Insurance
• 401(k) with company match
• Paid Vacation and Holidays
• Ongoing manufacturer training
• Career advancement opportunities
• Employee discounts
• Positive, family-oriented work environment

Why Join Brannen Motor Company?

We're committed to investing in our employees and providing the tools, training, and leadership needed for long-term success. If you're passionate about developing people, delivering exceptional customer experiences, and leading a winning service team, we encourage you to apply today.