Service Manager - Ford/Lincoln

The CAR Group (Norm Reeves Dealerships); Cerritos (CA); In loco; USD 150.000 - 220.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical, Dental, Vision, and Compl. 生命

401k Matching and FSA

Tuition Reimbursement

Paid Time Off (accrues)

Supplemental Insurance (Hospital, 事故,

Discounts on Vehicles, Services, and '

Descrizione del lavoro

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 dealership environment. You will partner with a seasoned Service Director to focus on coaching, accountability, and delivering an exceptional customer experience.

Responsibilities include ensuring on-time coverage, monitoring KPIs like NPS, profitability, and repair orders, coaching staff, and maintaining a clean, customer-ready service drive.

Competenze

• Previous experience as a Service Manager or in a comparable dealership service leadership role is required.
• Solid understanding of service department KPIs, profitability, repair order processes, and customer satisfaction.
• Experience with CDK preferred. Familiarity with Axcessa and Numa is a plus.

Mansioni

• 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.

Conoscenze

Leadership

Coaching

KPIs

Team development

Strumenti

CDK

Axcessa

Numa

Descrizione del lavoro

Location: Cerritos, CA Type: Full Time Compensation: $150,000 - $220,000

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