Service Manager

Cadillac of Englewood Cliffs; Englewood Cliffs (NJ); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Paid time off

Paid training

Job summary

Cadillac of Englewood Cliffs seeks an experienced Service Manager to lead our Cadillac service department, delivering a premium ownership experience aligned with Cadillac’s luxury brand standards. You will drive profitability, ensure operational excellence, and maintain exceptional customer satisfaction for a discerning client base.

The ideal candidate understands luxury automotive clients and can lead a high-performing team while upholding Cadillac’s commitment to precision, innovation, and

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• Minimum 5+ years in automotive service advisory or writer roles.
• Prior luxury dealership or Cadillac/GM service management experience.
• Proven leadership and financial management capabilities.

Responsibilities

• Forecast departmental goals and objectives in alignment with Cadillac performance standards.
• 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 strong CSI 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.
• Track financial performance, expenses, and profitability metrics.

Skills

Leadership

Customer experience

Communication

Conflict resolution

Financial management

Team development

Organizational skills

EV technology knowledge

Education

Bachelor’s degree or equivalent experience

Minimum 5+ years as automotive service advisor or writer

Luxury dealership or Cadillac/GM service management experience

Tools

Dealership management systems

Microsoft Office

Job description

Job Description

We are seeking an experienced and results-driven Service Manager to lead our Cadillac service department, delivering a premium ownership experience aligned with Cadillac’s luxury brand standards. This role is responsible for driving profitability, ensuring operational excellence, and maintaining exceptional customer satisfaction for a discerning client base.

The ideal candidate understands the expectations of luxury automotive clients and can lead a high-performing team while maintaining Cadillac’s commitment to precision, innovation, and customer care.

Duties & 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 strong 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
• Assign and schedule work based on technician skill level and shop capacity
• Follow up with customers to ensure satisfaction and long-term relationship building
• Stay current on Cadillac technologies, EV advancements, and service procedures through ongoing training
• Perform additional duties as assigned

Required Skills & Abilities

• Valid driver’s license with clean driving record
• Strong knowledge of Cadillac vehicles, GM systems, and advanced automotive technology (including EVs)
• Proven ability to deliver a luxury-level customer experience
• Excellent leadership, communication, and conflict-resolution skills
• Ability to diagnose vehicle issues and oversee complex repair processes
• Strong organizational and financial management skills
• Ability to thrive in a fast-paced, high-expectation environment
• Proficiency in Microsoft Office and dealership management systems

Education & Experience

• Bachelor’s degree or equivalent experience preferred
• Minimum 5+ years as an automotive service advisor or writer required
• Prior luxury dealership or Cadillac/GM service management experience

Physical Requirements

• Prolonged periods of standing and working on a computer
• Ability to lift up to 25 pounds

Benefits

• Generous compensation based on performance/experience
• Benefits available – Medical, Dental, Vision, Life, 401(k), Paid Time Off
• Positive and family-friendly atmosphere
• Paid training and advancement opportunities