Senior Auto Service Manager - KPI-Driven Leadership

Norm Reeves Subaru Rockwall; Cerritos, Northern (CA, KY); On-site; USD 150,000 - 220,000; Full time

Job summary

Norm Reeves Ford Lincoln in Cerritos, CA is seeking an experienced Service Manager to lead our Ford Service Department, overseeing daily operations, developing Service Consultants, and driving department performance from write-up through vehicle delivery.

The ideal candidate is a strong, organized leader who uses performance metrics to coach staff, improve customer satisfaction, and achieve KPIs in a fast-paced, high-volume dealership.

Qualifications

• Previous Service Manager or leadership experience in a Ford or automotive dealership.
• Strong understanding of dealership service operations and RO processes.
• Ability to lead, coach, and hold staff accountable.
• Excellent customer service and communication skills.
• Experience analyzing KPIs and using data to drive results.
• Familiarity with Axcessa and Numa is a plus.

Responsibilities

• Ensure all Service Consultants are at their workstations, logged in, and ready to assist customers at their scheduled start time.
• Monitor Numa and Axcessa and ensure responses within 30 minutes; manage WIP and aging RO.
• Coach Service Consultants daily to improve customer satisfaction, productivity, and department performance.
• Track daily KPIs such as gross profit, batteries, brakes, tires, and hours per RO to meet monthly goals.
• Develop and lead the service team to deliver an exceptional customer experience from write-up to delivery.

Skills

Leadership

KPI analysis

Customer service

Communication

Coaching

Organizational skills

Tools

Axcessa

Numa

Job description

Norm Reeves Ford Lincoln in Cerritos, CA is seeking an experienced Service Manager to lead our Ford Service Department, overseeing daily operations, developing Service Consultants, and driving department performance from write-up through vehicle delivery.

The ideal candidate is a strong, organized leader who uses performance metrics to coach staff, improve customer satisfaction, and achieve KPIs in a fast-paced, high-volume dealership.