Luxury Auto Service Manager — Premium Client Experience

Cadillac of Englewood Cliffs; Englewood Cliffs, Northern (NJ, KY); Hybrid; USD 150,000 - 200,000; Full time

Job summary

Cadillac of Englewood Cliffs in Englewood Cliffs, NJ, is seeking an experienced Service Manager to lead our Cadillac service department and deliver a premium ownership experience. You will drive profitability, uphold luxury brand standards, and oversee a high-performing team.

The role requires strong leadership, operational excellence, and a deep commitment to customer care, safety compliance, and process improvement within a fast-paced, luxury automotive environment.

Responsibilities

• Forecast departmental goals and objectives in alignment with Cadillac performance standards
• Ensure all operations meet Cadillac / OEM warranty, compliance, and customer experience guidelines
• Lead service team to deliver a white-glove luxury service experience
• Oversee vehicle diagnostics and repairs, ensuring accuracy and efficiency
• Develop and manage the service department’s annual operating budget
• Monitor technician productivity, efficiency, and quality of work
• Maintain CSI (Customer Satisfaction Index) scores consistent with Cadillac expectations
• Hire, train, motivate, and evaluate service department staff
• Manage inventory and parts to ensure availability for Cadillac vehicles and minimize downtime
• Negotiate pricing and service recommendations with customers professionally and transparently
• Ensure compliance with all federal, state, and local regulations (OSHA, hazardous waste, etc.)
• Address and resolve customer concerns with a focus on retention and brand loyalty
• Track financial performance, expenses, and profitability metrics

Job description

Cadillac of Englewood Cliffs in Englewood Cliffs, NJ, is seeking an experienced Service Manager to lead our Cadillac service department and deliver a premium ownership experience. You will drive profitability, uphold luxury brand standards, and oversee a high-performing team.

The role requires strong leadership, operational excellence, and a deep commitment to customer care, safety compliance, and process improvement within a fast-paced, luxury automotive environment.