Job Type
Full-time
Description
Palo Alto, CA | Mercedes-Benz | Luxury European brand | Service manager | Fixed ops | CSI | Absorption | Technician development | Service management experience required | Peninsula | Bay Area | Silicon Valley | Veterans encouraged to apply | $80,000 - $180,000+/yr
IS THIS YOU?
• You're a proven Service Manager with 3+ years of full fixed ops ownership - CSI, absorption, advisor performance, technician development - and a department culture that reflects your leadership, not your presence
• You're ready for a Silicon Valley Mercedes-Benz store where the ownership community is analytically sharp, high-expectation, and notices the difference between a well-run department and one that isn't
WHAT YOU'LL DO
• Lead the full service department - managing advisors, technicians, and support staff to deliver consistent quality, efficiency, and guest satisfaction across every interaction
• Own key fixed ops metrics - CSI, absorption, effective labor rate, technician efficiency, hours per RO, warranty compliance, and comeback rate - and drive continuous improvement across all of them
• Develop and coach the service advisor team - setting performance expectations, reviewing repair orders, and ensuring every advisor communicates with the clarity and follow-through that a Silicon Valley MB ownership community expects
• Drive technician productivity and development - partnering with shop leadership to manage workflow, improve efficiency, support certification advancement, and reduce technician turnover
• Manage service department financial performance - monitoring revenue, expenses, and absorption targets and translating results into clear, actionable direction for the team
• Partner with parts to ensure inventory alignment supports service throughput without guest-impacting delays
• Maintain Mercedes-Benz OEM certification compliance, warranty administration standards, and manufacturer relationship requirements
• Manage staffing, scheduling, and onboarding - recruiting and retaining the advisor and technician talent that defines the department's performance ceiling
• Handle guest escalations with composure and a solution-first approach - a Palo Alto MB guest who brings a concern deserves a resolution, not a process
WHAT WE'RE LOOKING FOR
• 3+ years of Service Manager experience at a franchised dealership - required
• Mercedes-Benz or luxury European brand service management experience strongly preferred - familiarity with MB's service processes, MBUSA programs, and the brand's high-expectation ownership profile is a meaningful operational advantage in this market
• Demonstrated CSI and absorption performance that reflects a disciplined, guest-first service culture - not just numbers, but the process discipline behind them
• A coaching-first leadership approach - you develop your advisors and technicians rather than managing around them, and your team's performance reflects it
• Strong operational instincts - able to manage drive flow, technician productivity, advisor workload, and guest escalations simultaneously without losing composure or standard
• Prior DMS experience required - familiarity with platforms such as CDK, Reynolds & Reynolds, DealerSocket, Tekion, or equivalent
• Valid driver's license with a clean driving record
WHAT WE OFFER
• $80,000 - $180,000+/yr
• Medical, dental, and vision insurance
• Life insurance and supplemental coverage options
• Paid time off and paid holidays
• Career growth - strong Service Managers at Swickard grow into fixed ops director and multi-store operational leadership roles
• Employee vehicle purchase and service discounts
If you're a proven Service Manager ready to own the full fixed ops operation at a Silicon Valley Mercedes-Benz store - developing your team, holding the guest experience standard, and building a department that a high-expectation ownership community trusts and returns to - apply.
Salary Description
$80K - $160K+ OTE per year
