Service Manager - Ford/Lincoln

Norm Reeves Subaru Rockwall; Cerritos (CA); Presencial; USD 95.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental, Vision, and Life

401k Matching and FSA

Tuition Reimbursement

Paid Time Off

Supplemental Insurance

Discounts on Vehicles, Services, and  

Parts Discounts

Equal Opportunity Employer

Descripción de la vacante

Norm Reeves Ford Lincoln Cerritos is seeking an experienced Service Manager to lead a team of Service Advisors and drive performance in a fast-paced fixed operations environment.

You'll work alongside a seasoned Service Director to focus on coaching, accountability, and delivering an exceptional customer experience while managing a hands-on, numbers-driven service department.

Formación

• Previous experience as a Service Manager or in a comparable dealership service leadership role is required.
• Experience with CDK preferred. Familiarity with Axcessa and Numa is a plus.
• Ford or Lincoln dealership experience is preferred, but experienced leaders from other automotive brands are encouraged to apply.

Responsabilidades

• Ensure Service Consultants are on time, logged in, and prepared to assist customers at the start of their shifts.
• Maintain a clean, organized, and customer-ready service drive.
• Ensure all pre-write documents are prepared and available before the first customer arrives.
• Monitor Numa throughout the day, ensuring customer messages are answered within 30 minutes.
• Coordinate Service Consultant schedules and lunch breaks to maintain consistent customer coverage.
• Review Work in Progress (WIP) daily through Axcessa, ensuring repair orders are updated, managed, and closed in a timely manner.
• Identify and address aging repair orders, escalating any challenges to the Service Director as needed.
• Monitor daily KPIs, including battery, brake, and tire sales, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.
• Review NPS results, customer feedback, and individual Service Consultant performance to identify areas for improvement.
• Provide ongoing coaching, training, and accountability to improve Service Consultant performance, productivity, and customer satisfaction.

Conocimientos

Leadership

Coaching

Accountability

Customer service

Herramientas

CDK

Axcessa

Numa

Descripción del empleo

• On-site
• Service
• Full-Time
• Requisition #: FORDS003604

Description

Norm Reeves Ford Lincoln Cerritos is looking for an experienced Service Manager who knows how to lead a team, develop strong Service Advisors, and drive results in a fast-paced dealership environment.

This isn't a role where you'll be expected to manage every aspect of Fixed Operations. You'll work alongside an experienced, long-tenured Service Director who has built his career with Norm Reeves, allowing you to focus on what you do best: leading Service Advisors, improving performance, and delivering an exceptional customer experience.

We're looking for someone who's hands-on, understands the numbers, holds their team accountable, and knows how to bring out the best in their people.

What You'll Do

Ensure Service Consultants are on time, logged in, and prepared to assist customers at the start of their shifts.

Maintain a clean, organized, and customer-ready service drive.

Ensure all pre-write documents are prepared and available before the first customer arrives.

Monitor Numa throughout the day, ensuring customer messages are answered within 30 minutes.

Coordinate Service Consultant schedules and lunch breaks to maintain consistent customer coverage.

Review Work in Progress (WIP) daily through Axcessa, ensuring repair orders are updated, managed, and closed in a timely manner.

Identify and address aging repair orders, escalating any challenges to the Service Director as needed.

Monitor daily KPIs, including battery, brake, and tire sales, flagged hours, ELR, Customer Pay Hours per RO, gross profit, and progress toward monthly goals.

Review NPS results, customer feedback, and individual Service Consultant performance to identify areas for improvement.

Provide ongoing coaching, training, and accountability to improve Service Consultant performance, productivity, and customer satisfaction.

What We're Looking For:

Previous experience as a Service Manager or in a comparable dealership service leadership role is required.

Experience with CDK preferred. Familiarity with Axcessa and Numa is a plus.

Ford or Lincoln dealership experience is preferred, but experienced leaders from other automotive brands are encouraged to apply.

A track record of coaching, developing, and holding Service Advisors accountable for performance.

Solid understanding of service department KPIs, profitability, repair order processes, and customer satisfaction.

You're visible, approachable, and comfortable jumping in to support your team when needed.

Strong organizational skills and the ability to manage competing priorities in a busy service department.

Benefits & Employee Perks

Medical, Dental, Vision, and Complimentary Life Insurance

401k Matching and FSA

Tuition Reimbursement

Paid Time Off (accrues)

Supplemental Insurance (Hospital, Accident, Critical Illness)

Discounts on Vehicles, Services, and Parts

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.