Service Manager

Parkway Ford; Lexington (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Parkway Ford of Lexington in Lexington, NC seeks an experienced Automotive Service Manager to lead our service department, develop our team, and drive performance.

The ideal candidate will blend hands-on technical knowledge with strong leadership, focus on customer satisfaction, and coordinate with the Parts and Service Director to meet dealership goals.

Qualifications

• Strong automotive technical background is required.
• Experience in automotive dealership service management is preferred.
• Ford dealership experience and familiarity with Ford diagnostic and warranty processes are preferred.

Responsibilities

• Manage the daily operations of the service department.
• Lead, coach, and develop service advisors, technicians, support staff, and other departmental employees.
• Establish clear performance expectations and hold employees accountable.
• Monitor department productivity, technician efficiency, labor sales, effective labor rate, customer-pay performance, warranty performance, and profitability.
• Review repair orders for accuracy, proper documentation, and compliance with dealership and Ford Motor Company requirements.
• Maintain a strong focus on customer satisfaction and resolve customer concerns professionally and promptly.
• Ensure customers receive timely updates, accurate estimates, and clear explanations of recommended repairs.
• Work closely with the Parts Department to improve workflow, parts availability, and repair completion times.
• Manage shop capacity, technician workload, scheduling, and appointment flow.
• Conduct regular departmental meetings and individual performance reviews.
• Ensure warranty repairs and claims are properly documented and completed according to manufacturer guidelines.
• Monitor comebacks and implement processes to improve repair quality.
• Maintain a clean, safe, organized, and professional work environment.
• Ensure compliance with dealership policies, OSHA requirements, environmental regulations, and all applicable laws.
• Report department results, challenges, and action plans to dealership leadership.

Skills

Automotive background

Leadership

Service management

Customer service

Communication

Time management

Team development

Conflict resolution

Problem solving

Education

High school diploma or equivalent

Tools

Dealership management system

Job description

Automotive Service Manager

Parkway Ford of Lexington – Lexington, NC

Parkway Ford of Lexington is seeking an experienced and motivated Automotive Service Manager to lead our service department. This is an excellent opportunity for a proven automotive professional who can develop employees, improve departmental performance, and provide an exceptional experience for every customer.

The ideal candidate is a hands-on leader with a strong automotive technical background who understands dealership service operations, communicates effectively, holds the team accountable, and works closely with the Parts and Service Director to achieve the dealership’s goals.

Responsibilities

• Manage the daily operations of the service department
• Lead, coach, and develop service advisors, technicians, support staff, and other departmental employees
• Establish clear performance expectations and hold employees accountable
• Monitor department productivity, technician efficiency, labor sales, effective labor rate, customer-pay performance, warranty performance, and profitability
• Review repair orders for accuracy, proper documentation, and compliance with dealership and Ford Motor Company requirements
• Maintain a strong focus on customer satisfaction and resolve customer concerns professionally and promptly
• Ensure customers receive timely updates, accurate estimates, and clear explanations of recommended repairs
• Work closely with the Parts Department to improve workflow, parts availability, and repair completion times
• Manage shop capacity, technician workload, scheduling, and appointment flow
• Conduct regular departmental meetings and individual performance reviews
• Ensure warranty repairs and claims are properly documented and completed according to manufacturer guidelines
• Monitor comebacks and implement processes to improve repair quality
• Maintain a clean, safe, organized, and professional work environment
• Ensure compliance with dealership policies, OSHA requirements, environmental regulations, and all applicable laws
• Report department results, challenges, and action plans to dealership leadership

Qualifications

• Strong automotive technical background is required
• Previous experience as an automotive technician or in a technical service role is highly preferred
• Previous automotive dealership service management experience is preferred but not required for the right leadership candidate
• Ford dealership experience and familiarity with Ford diagnostic and warranty processes are preferred
• Strong understanding of dealership fixed operations and service department financial performance
• Proven ability to lead, motivate, and develop a team
• Excellent customer-service and conflict-resolution skills
• Strong organizational, communication, and time-management abilities
• Ability to analyze reports, identify performance opportunities, and implement corrective action
• Working knowledge of dealership management systems and manufacturer service processes
• Ability to maintain professionalism in a fast-paced environment
• Valid driver’s license with an acceptable driving record
• High school diploma or equivalent required

What We Offer

• Competitive compensation based on experience and performance
• Leadership opportunity with an established dealership
• Medical, dental, vision, and other available benefits
• Paid time off
• Employee vehicle purchase and service opportunities
• Ongoing training and professional development
• Support from experienced dealership leadership
• A stable work environment with opportunities for long-term growth

About Parkway Ford of Lexington

Parkway Ford of Lexington is committed to providing our customers with a professional, honest, and dependable automotive experience. We believe our employees are the key to our success and are looking for a Service Manager who will lead by example, develop a strong team, and help us continue growing our service operation.

Parkway Ford of Lexington is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.