Location: Vista, CA|
Type: Full Time |
Salary Range: $180,000 - 240,000
We are looking for an experienced, motivated, and customer-focused
Service Manager to lead our Honda Service Department. This role is responsible for supporting the Service Advisors and Technicians, driving department performance, and ensuring every customer receives an exceptional service experience.
The ideal candidate is a strong leader who understands dealership service operations, knows how to coach and develop a team, and is comfortable balancing customer satisfaction with department profitability and performance.
What You'll Do- Lead and oversee the daily operations of the Service Department
- Coach, motivate, and develop Service Advisors, Technicians, and support staff
- Monitor department performance and key performance indicators
- Review repair orders, labor hours, ELR, gross profit, and overall department performance
- Monitor and improve customer satisfaction, NPS, open surveys, and customer feedback
- Assist with resolving customer concerns and service-related issues in a professional manner
- Ensure Service Advisors are following proper processes and effectively communicating with customers
- Monitor technician productivity, efficiency, flagged hours, and workflow
- Conduct regular team meetings, coaching sessions, and performance reviews
- Work with Parts and other departments to ensure an efficient service operation
- Ensure dealership and Honda service processes, policies, and standards are followed
- Maintain a clean, organized, professional, and customer-friendly service environment
- Step in and support the team during high-volume periods and help keep operations moving efficiently
What We're Looking For- Previous Service Manager or Assistant Service Manager experience in an automotive dealership (Honda Preferred)
- Proven ability to lead, coach, and hold a team accountable
- Strong customer service and communication skills
- Ability to analyze department performance and identify areas for improvement
- Strong problem-solving and decision-making skills
- Ability to work in a fast-paced, high-volume dealership environment
- Valid driver's license and acceptable driving record
Key Performance AreasSuccess in this position will be measured through areas including:
- Customer satisfaction and NPS
- Customer Pay Hours and Repair Orders
- Technician productivity and efficiency
- Effective Labor Rate (ELR)
- Labor and Parts gross profit
- Department sales and monthly profitability
- CSI and survey performance
- Open customer concerns and survey follow-up
- Advisor performance and process compliance
- Technician workflow and flagged hours
- Overall Service Department retention and performance
