Ford Service Manager

The CAR Group (Norm Reeves Dealerships); Cerritos (CA); On-site; USD 150,000 - 220,000; Full time

Job summary

Norm Reeves Ford Lincoln is seeking an experienced Service Manager to lead the service department and drive daily operations from write-up to vehicle delivery.

The role emphasizes coaching service consultants, achieving KPI targets, and delivering an exceptional customer experience in a high-volume dealership environment.

Qualifications

• Experience leading a service department in a dealership or automotive environment.
• Strong ability to coach and hold service consultants accountable.
• Proven track record of improving customer experience and operational KPIs.

Responsibilities

• Ensure Service Consultants are at their stations and ready to assist customers at start time.
• Maintain a clean, organized service drive and ready pre-write documents.
• Monitor and respond to customer messages within 30 minutes.
• Manage lunch schedules to maintain coverage.
• Review WIP in Axcessa daily and ensure orders are updated.
• Identify aging repair orders and communicate obstacles to leadership.
• Track KPIs such as batteries, brakes, tires, hours, ELR, and gross profit.
• Review NPS and customer feedback; act on insights.
• Coach team daily to improve satisfaction and productivity.
• Drive department performance toward monthly goals.
• Coach and develop Service Consultants to sustain service levels.

Skills

Leadership

Coaching

Customer service

People management

Communication

KPIs analysis

Tools

Axcessa

Numa

Job description

Location: Cerritos, CA | Type: Full Time | Annual Salary Range: $150,000 - $220,000

Norm Reeves Ford Lincoln is looking for an experienced and motivated Service Manager to lead our Ford Service Department. This role is responsible for overseeing daily service operations, developing Service Consultants, driving department performance, and ensuring an exceptional customer experience from write-up through vehicle delivery.

The ideal candidate is a strong leader who is organized, hands‑on, customer-focused, and comfortable using performance metrics to coach and drive results.

Responsibilities

Daily Operations & Leadership

• Ensure all Service Consultants are at their workstations, logged in, and ready to assist customers at their scheduled start time.
• Maintain a clean, organized, and fully prepared service drive before opening.
• Ensure all pre-write documents are printed and available before the first customer arrives.
• Monitor Numa throughout the day and ensure all customer messages receive a response within 30 minutes.
• Manage Service Consultant lunch schedules to maintain continuous customer coverage.
• Review Work in Progress (WIP) in Axcessa daily, ensuring completed repair orders are closed and active repair orders are properly updated and managed.
• Proactively identify and address aging repair orders and communicate obstacles to the Service Director.
• Monitor daily KPIs, including batteries, brakes, tires sold, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.
• Review NPS results, open surveys, customer comments, and individual advisor performance.
• Coach Service Consultants daily to improve customer satisfaction, productivity, and overall department performance.

What We're Looking For

• Previous Service Manager or Service Leadership experience, preferably within a Ford or automotive dealership environment.
• Strong understanding of dealership service operations and repair order processes.
• Proven ability to lead, coach, and hold Service Consultants accountable.
• Strong customer service and communication skills.
• Ability to analyze KPIs and use performance data to drive results.
• Strong organizational skills and attention to detail.
• Ability to work in a fast‑paced, high‑volume dealership environment.
• Working knowledge of dealership systems such as Axcessa and Numa is a plus.
• Commitment to creating an exceptional customer experience and developing a strong service team.