Service Manager - Serra Traverse City

Serra Gaylord & Kalkaska; Traverse City (MI); On-site; USD 85,000 - 130,000; Full time

Job summary

Serra Traverse City is seeking a results-driven Service Manager to lead the day-to-day operations of our service department. You will mentor advisors and technicians, drive performance, and ensure customer satisfaction while maintaining manufacturer standards.

In this role you will collaborate with Parts, Sales and Executive Management to meet dealership goals, build a culture of accountability, and deliver an outstanding automotive service experience to every customer in Northwest Michigan.

Qualifications

• Experience leading service teams in a dealership environment.
• Strong understanding of fixed operations and profitability drivers.
• Ability to analyze financial statements and operational metrics.
• Proven leadership, communication, and problem-solving skills.

Responsibilities

• Manage all day-to-day service department operations
• Lead, coach, and develop service advisors, technicians, and support staff
• Monitor and improve KPIs including labor gross profit, ELR, CSI, warranty, hours per RO, service absorption
• Drive revenue growth while maintaining exceptional customer experience
• Ensure repair orders are properly written, billed, and closed
• Maintain manufacturer compliance and operational standards
• Recruit, train, and retain high-performing employees
• Work closely with Parts, Sales, and Executive Management to achieve dealership goals
• Build a culture of accountability, urgency, and teamwork

Skills

Leadership

Team management

Communication

Problem solving

Financial analysis

Tools

DMS systems

Dealership reporting

Job description

Service Manager

Be a Leader at Northwest Michigan's Largest Automotive Dealership

We are always looking for bright, motivated, and energetic professionals to add to our world-class team. At Serra Traverse City, we work as a team, striving to deliver the best for our customers. If you feel that your skills will be an asset to our team, then we want to get to know you!

Responsibilities

• Manage all day-to-day service department operations
• Lead, coach, and develop service advisors, technicians, and support staff
• Monitor and improve key performance indicators, including:
  • Labor gross profit
  • Effective labor rate (ELR)
  • Technician productivity & efficiency
  • Customer satisfaction (CSI)
  • Warranty performance
  • Hours per RO
  • Service absorption
  • Gross profit and expense control
• Drive revenue growth while maintaining exceptional customer experience
• Ensure repair orders are properly written, billed, and closed
• Maintain manufacturer compliance and operational standards
• Recruit, train, and retain high-performing employees
• Work closely with Parts, Sales, and Executive Management to achieve dealership goals
• Build a culture of accountability, urgency, and teamwork

Qualifications

• Prior dealership Service Manager or Assistant Service Manager experience preferred
• Strong understanding of dealership fixed operations and profitability drivers
• Experience leading teams in a high-volume environment
• Knowledge of DMS systems and dealership reporting
• Ability to analyze financial statements and operational metrics
• Excellent leadership, communication, and problem-solving skills
• Proven track record improving performance and developing employees

At Serra Traverse City, we are committed to building high-performing teams and delivering an outstanding experience to every customer.