Description
Seeking a high-performance Service Manager to lead our dual Toyota/Lexus Service Department with accountability, structure, and a commitment to excellence.
The Service Manager will oversee advisors, technicians, warranty administration, dispatch, and BDC coordination to ensure an exceptional guest experience while achieving financial and operational targets across both brands.
Key Responsibilities:
Leadership & Culture
-Lead, coach, and develop Service Advisors, Shop Foreman, Technicians, and Service Support Staff
-Conduct daily huddles and monthly performance reviews with KPI accountability
-Maintain a positive, high-performance culture rooted in structure and clarity
-Partner with Parts and Sales leadership to operate as a unified Fixed Operations team
-Support employee engagement initiatives and appreciation programs
Financial & Performance Management
Drive department performance through disciplined KPI tracking and process execution.
Core Performance Metrics Include:
-Effective Labor Rate (ELR)
-Labor Gross Profit %
-Parts-to-Labor Ratio
-Technician Productivity & Efficiency
-Hours Per Repair Order (HPR)
-MPI Completion %
-Warranty Recoup %
-Customer Pay vs Warranty Mix
-Service Absorption %
-Net Profit to Sales %
-CSI
Responsible for:
-Achieving monthly gross profit targets
-Managing departmental expense structure
-Reviewing Toyota & Lexus financial statements
-Maintaining NADA benchmark performance
-Forecasting and adjusting staffing levels based on car count trends
Operational Excellence
-Ensure 100% consistent MPI process with video documentation
-Monitor advisor follow-up, declined services, and appointment show rates
-Maintain appointment flow to maximize technician capacity
-Oversee dispatching strategy to improve shop efficiency
-Reduce comebacks and maintain quality control standards
-Maintain compliance with Toyota & Lexus manufacturer standards
-Prepare for and manage factory audits
Customer Experience
-Maintain CSI scores at or above manufacturer targets
-Ensure immediate handling of escalated customer concerns
-Monitor online reviews and implement recovery strategies
-Drive retention strategies including service marketing and BDC follow-up
Requirements
Qualifications
-5+ years of dealership Service Department leadership experience
-Experience with Toyota and/or Lexus preferred
-Strong understanding of manufacturer warranty processes
-Financial statement literacy (must understand fixed ops lines)
-Proven record of increasing service gross and net profitability
-Experience managing 15+ employees
-High accountability and structured leadership style
-Strong communication and conflict resolution skills
Leadership Competencies
We are seeking a leader who:
-Leads from the front
-Coaches with clarity, not emotion
-Makes decisions based on data
-Holds team members accountable
-Develops future leaders within the department
-Remains steady under pressure
