Service Manager

Paycom - ATS; Edmond (OK); On-site; USD 60,000 - 110,000; Full time

Job summary

Nelson Mazda Norman is seeking a highly engaged Service Manager to lead the service department with accountability, coaching, and a strong focus on customer experience. This hands-on leadership role demands presence, problem-solving, and the ability to develop people daily.

You will manage scheduling, escalate customer concerns, and work closely with Parts, Sales, Technicians, and leadership to maintain high standards and profitability.

Qualifications

• Previous automotive service management or leadership experience is a plus.
• Strong ability to coach, develop, motivate, and hold team members accountable.
• Excellent multitasking and prioritization in a high-volume environment.
• Proven problem-solving, decision-making, and communication skills.

Responsibilities

• Lead the Service Department and set performance standards.
• Coach Service Advisors and department team members.
• Monitor performance and take action when results lag.
• Support daily workflow, scheduling, escalations, and staffing.
• Collaborate with Parts, Sales, Technicians to improve customer experience.
• Address customer concerns professionally and seek resolutions.

Skills

Leadership

Coaching

Team development

Multitasking

Problem solving

Communication

Accountability

Customer experience

Job description

Nelson Mazda Norman is looking for a highly engaged, driven, and accountable Service Manager to join our leadership team.We are looking for more than someone who can manage a service department. We are looking for a leader who is willing to be present, engaged, and involved with their team every day.The right candidate thrives in a high-volume, fast-paced environment, can effectively manage multiple priorities at once, and understands that great results come from developing great people. You must be comfortable making decisions, solving problems, holding people accountable, and stepping in when your team needs you.What We Are Looking ForHighly engaged leader who leads from the front and sets the exampleStrong ability to coach, develop, motivate, and hold team members accountableWillingness to both coach others and be coached yourselfAbility to effectively multitask and prioritize in a high-volume environmentStrong problem-solving and decision-making skillsHighly organized with excellent follow-throughSelf-driven with a strong sense of urgency and ownershipAbility to remain calm, professional, and solutions-focused under pressureStrong communication skills with employees, customers, and leadershipAbility to identify problems, understand the why, and develop solutions rather than simply pointing out the problemComfortable having difficult conversations and addressing performance issues when necessaryAbility to build trust and teamwork while maintaining high standards and accountabilityStrong attention to detail without losing sight of the bigger pictureWillingness to jump in and help wherever needed to keep the department movingAbility to manage changing priorities, unexpected customer concerns, staffing challenges, and daily operational demandsA genuine desire to win as a team and continuously improveWhat You Will Be Responsible ForLead the Service Department and set the standard for performance, professionalism, and customer experienceCoach and develop Service Advisors and other department team membersMonitor department performance and take action when results are not meeting expectationsHelp create and maintain a culture of accountability, communication, and teamworkAssist with daily workflow, scheduling, customer escalations, staffing, and operational challengesEnsure processes and standards are consistently followedWork closely with Parts, Sales, Technicians, and other departments to improve the overall customer experienceAnalyze department performance and identify opportunities for improvementHandle customer concerns professionally and work toward effective resolutionsCommunicate expectations clearly and consistentlyRecognize great performance while addressing opportunities for improvementHelp develop future leaders within the departmentMaintain a strong focus on customer satisfaction, profitability, efficiency, and employee developmentQualifications & ExpectationsPrevious automotive service management or leadership experience is a big plus, but is not requiredAutomotive dealership or Service Advisor experience preferredProven ability to lead, coach, and develop peopleStrong organizational, communication, and problem-solving skillsAbility to work effectively in a high-volume, fast-paced environmentStrong computer and administrative skillsValid driver's license and acceptable driving recordMust be willing to work a 50+ hour work week, including SaturdaysMust be willing to be actively involved in the daily operation of the departmentMust have a strong work ethic, high level of self-drive, and willingness to do what it takes to support the teamMust be comfortable receiving coaching, feedback, and accountability while providing the same to othersCompensation$60,000–$110,000 annual salary, based on industry tenure, experience, and qualifications.The Right PersonThe right person for this position doesn't wait to be told what needs to be done.They see it, own it, and act on it.They understand that leadership isn't a title—it is how you show up every day. They are willing to have the conversations others avoid, accept accountability when things don't go right, and continuously look for ways to make themselves and their team better.This is a hands-on leadership position for someone who wants to make a difference—not a desk job.If you are someone who enjoys a challenge, thrives in a high-volume environment, takes pride in developing people, and wants to be part of a team that is committed to getting better every day, we want to meet you.We are an Equal Opportunity Employer and are committed to creating an inclusive workplace. We consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.