Automotive Retail Service Manager

Bill McCandless Ford, Inc.; Mercer (PA); On-site; USD 75,000 - 100,000; Full time

Job summary

McCandless Ford in Mercer, PA, is seeking an experienced Retail Service Manager to lead our expanding service operation. This role will drive performance, service quality, and profitability in a busy 14-bay facility with a dedicated transmission shop.

You will develop people, improve processes, and deliver an exceptional customer experience while building a high-performing team with support from an engaged Fixed Operations Director.

Qualifications

• 2+ years of automotive service management experience preferred.
• Ford dealership experience strongly preferred.
• Strong leadership and team-building skills.
• Excellent customer service and communication abilities.
• Experience with dealership management systems (DMS).
• Ability to interpret department performance reports and KPIs.
• Valid driver's license with acceptable driving record.
• Bachelor's degree is a plus but not required.

Responsibilities

• Lead and develop Service Advisors, Shop Foreman, and Technicians.
• Recruit and build a high-performing technician team.
• Create a culture of accountability, teamwork, and continuous improvement.
• Drive productivity, efficiency, and labor sales in the department.
• Monitor financial performance and achieve goals.
• Maintain exceptional customer satisfaction and retention.
• Oversee warranty administration and repair order accuracy.
• Ensure compliance with Ford warranty policies and procedures.
• Collaborate with Parts to improve repair cycle times.
• Maintain a safe, organized shop environment.

Skills

Leadership

Team-building

Customer service

Process improvement

Communication

Coaching

Education

Bachelor's degree preferred

Tools

DMS

Job description

Retail Service Manager

McCandless Ford is looking for an experienced, driven Service Manager to lead our growing retail service operation.

This isn't a department that needs to be "maintained." It's one that's being invested in.

We've recently invested over $3 million into our facilities, expanding our capabilities and positioning ourselves for continued growth. We're looking for a leader who wants to build a high‑performing team, create a culture of accountability, and take our service operation to the next level.

If you're passionate about developing people, improving processes, and delivering an exceptional customer experience, we'd like to meet you.

About Our Facility

• 14‑bay retail service facility
• Dedicated on‑site transmission shop
• Services all passenger vehicles and light‑duty trucks through the Ford F‑150 platform
• Strong commitment from ownership toward continued investment and growth
• Opportunity to build and lead a team of 8-10 technicians
• Direct support from an engaged Fixed Operations Director

What You'll Do

As Service Manager, you'll be responsible for the overall performance of the retail service department, including customer satisfaction, employee development, profitability, efficiency, and operational excellence.

Responsibilities

• Lead, coach, and develop Service Advisors, Shop Foreman, and Technicians
• Recruit and build a high‑performing technician team
• Create a culture focused on accountability, teamwork, and continuous improvement
• Drive technician productivity, proficiency, efficiency, and labor sales
• Monitor department financial performance and achieve established goals
• Maintain exceptional customer satisfaction and retention
• Handle escalated customer concerns professionally and promptly
• Ensure repairs meet Ford quality standards while minimizing comebacks
• Maintain compliance with all Ford warranty policies and manufacturer procedures
• Oversee warranty administration and repair order accuracy
• Monitor technician payroll, productivity, and performance metrics
• Ensure Service Advisors communicate labor operations and job times accurately
• Work closely with the Parts Department to improve repair cycle times
• Maintain a clean, organized, and safe work environment
• Recommend equipment and process improvements that increase efficiency
• Build relationships with local technical schools to recruit future technicians
• Partner with the Fixed Operations Director to execute departmental strategies and achieve financial objectives

We're Looking For Someone Who

• Leads by example
• Holds themselves and others accountable
• Enjoys coaching and developing employees
• Can build trust with both customers and technicians
• Is highly organized and process‑driven
• Thrives in a fast‑paced retail environment
• Understands how to balance customer satisfaction with profitability
• Brings positive energy and professionalism every day

Qualifications

• 2+ years of automotive service management experience preferred
• Ford dealership experience strongly preferred
• Strong leadership and team‑building skills
• Excellent customer service and communication abilities
• Experience with dealership management systems (DMS)
• Ability to interpret department performance reports and KPIs
• Valid driver's license with acceptable driving record
• Bachelor's degree is a plus but not required

Why McCandless Ford?

We're not looking for someone to simply manage the day‑to‑day.

We're looking for someone who wants to leave their fingerprint on a growing dealership.

You'll have the opportunity to:

• Lead a department positioned for continued growth
• Build and mentor your own technician team
• Work in a recently expanded, modern facility
• Be supported by ownership that continues to invest in people and equipment
• Join a leadership team focused on continuous improvement—not maintaining the status quo

If you're ready to build something you're proud of, we'd love to hear from you.

Apply today and help lead the next chapter of McCandless Ford's continued success.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.