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
