Service Manager - Greeley, CO
hace 16 días
Greeley
A growing domestic franchise dealership in Greeley, Colorado is seeking a results-driven Service Manager to lead, build, and scale our service department. This is a high-impact leadership role responsible for the profitability, productivity, customer experience, and culture of the entire service operation. The Service Manager owns the day-to-day operation of the shop from the service drive through the back of the bays and is accountable for hitting manufacturer CSI targets, growing customer-pay revenue, managing warranty and internal work, and developing a high-performing team that supports the dealership's continued growth across Northern Colorado. The ideal candidate combines strong financial acumen with hands-on shop knowledge and a proven track record of building loyal customer bases and stable, motivated teams in a domestic dealership environment. Essential Duties and Responsibilities • Operational Leadership, • Direct all daily service department operations, including the service drive, dispatch, shop floor, quick lane/express service, and customer waiting/pickup experience., • Establish and enforce standardized processes for write-up, multi-point inspection (MPI), repair order (RO) flow, dispatch, quality control, and delivery., • Maintain shop loading, technician productivity, and effective labor rate at or above manufacturer and dealer-group benchmarks., • Manage service appointment capacity and BDC coordination to maximize bay utilization without sacrificing customer wait times., • Monitor work-in-process (WIP) and aged ROs daily; drive same-day or next-day completion wherever possible., • Ensure proper handling of carryover vehicles, loaner fleet, and rental coordination., • Financial Management, • Own the service department P&L. Build and execute a monthly forecast covering customer-pay, warranty, and internal labor and parts gross., • Hit or exceed monthly and annual gross profit, net profit, and labor/parts ratio targets., • Set and adjust labor rates, menu pricing, and shop supply fees in coordination with the Fixed Operations Director and General Manager., • Control expenses including policy/goodwill, comebacks, training, tools, and supplies., • Review and approve all warranty claims, customer-pay discounts, and internal work prior to closing ROs., • Analyze daily and monthly DOC (Daily Operating Control) and composite reports; take corrective action on negative trends within the same pay period., • Team Building & Development, • Recruit, hire, onboard, and retain service advisors, technicians (entry-level through master), lube techs, porters, and support staff to keep pace with dealership growth., • Build a clear career path from lube tech to apprentice to certified to master technician, including manufacturer training milestones and pay-grade progression., • Conduct regular one-on-ones, ride-alongs on the drive, and structured performance reviews., • Coach service advisors on the proper write-up process, MPI presentation, menu selling, and declined-service follow-up., • Lead daily save-a-deal/production meetings and weekly department meetings., • Ensure all technicians complete required manufacturer (e.g., GM Centers of Learning, Stellantis Performance Institute, Ford STARS/ACE) and ASE training; manage the training calendar and reimbursement., • Customer Experience & Retention, • Own the customer experience from appointment through follow-up., • Personally handle escalated customer concerns and unresolved CSI issues., • Achieve and sustain CSI/SSI scores at or above manufacturer regional and national averages., • Drive customer retention through proactive declined-service follow-up, recall outreach, and a robust appointment/reminder cadence., • Partner with the Sales department to capture service customers from new and used vehicle deliveries and to support service-to-sales conversion opportunities., • Build the department's reputation as the destination service provider for domestic vehicles in Greeley, Evans, Windsor, Loveland, and surrounding Weld County communities., • Warranty & Manufacturer Compliance, • Ensure 100% compliance with manufacturer warranty policy and procedure to minimize chargebacks during warranty audits., • Supervise the warranty administrator, reviewing claim submission, documentation, and aged warranty receivables weekly., • Maintain familiarity with current manufacturer technical service bulletins (TSBs), recall campaigns, and special service programs., • Manage manufacturer reimbursement programs, including labor rate submissions and parts markup filings as permitted under Colorado law., • Facility, Equipment & Safety, • Maintain a clean, organized, professionally presented shop and customer-facing service area., • Manage equipment inventory, tooling, alignment racks, lifts, and diagnostic scan tools; coordinate preventive maintenance and capital expenditure requests., • Enforce all OSHA, EPA, and Colorado Department of Public Health & Environment requirements, including hazardous waste disposal (used oil, antifreeze, refrigerant, brake fluid), R-1234yf and R-134a refrigerant handling, and shop air quality., • Maintain SDS records, lockout/tagout procedures, PPE compliance, and shop safety training., • Hold monthly safety meetings and document corrective actions., • Inter-Departmental Coordination, • Work closely with the Parts Manager to maintain fill rates, control obsolescence, and ensure parts availability for high-demand jobs., • Partner with the Sales and Used Car Manager on used vehicle reconditioning establishing turn-time targets, costing standards, and quality expectations., • Coordinate with the Body Shop (if applicable) on mechanical sublet work and shared customers., • Support the Office Manager and Controller with month-end close, schedule reconciliation, and accruals., • Preferred Qualifications, • Minimum 5 years of automotive service experience, with at least 2 years as a Service Manager or Assistant Service Manager at a franchised new-car dealership., • Demonstrated experience at a domestic franchise dealership (Ford, Chevrolet, GMC, Buick, Cadillac, Chrysler, Dodge, Jeep, Ram)., • Documented track record of growing customer-pay labor sales, hours-per-RO, and gross profit., • Working knowledge of dealership financial statements, DOC reports, and composite analysis., • Hands-on experience with at least one major DMS (CDK Global, Reynolds & Reynolds, or Tekion) and one shop scheduling/MPI tool (Xtime, myKaarma, AutoPoint, Tekion)., • Strong understanding of manufacturer warranty policy and audit standards., • Working knowledge of Colorado consumer protection, sales tax, and environmental regulations applicable to automotive repair facilities., • Valid Colorado driver's license with an insurable driving record., • Ability to pass a background check, motor vehicle record check, and pre-employment drug screening (note: Colorado employers may still test for marijuana for safety-sensitive roles)., • ASE certifications (Master Technician or Service Consultant) and/or manufacturer Service Manager certification., • Bachelor's degree in business, automotive technology, or a related field, or completion of NADA Academy / NCM 20 Group equivalent training., • Prior experience opening a new service department, expanding bay count, or scaling a department through significant volume growth., • Bilingual English/Spanish strongly preferred given the Greeley/Weld County customer base., • Active participation in a 20 Group or comparable peer bench marking organization., • Skills and Competencies, • Leadership presence sets the tone on the drive and the shop floor by example, with clear standards and consistent accountability., • Financial literacy fluent in gross-per-RO, hours-per-RO, effective labor rate, proficiency, productivity, and CP/W/I mix., • Process discipline runs the department on documented, repeatable processes rather than personality., • Coaching mindset develops people; promotes from within., • Customer focus understands that service department loyalty is the foundation of a profitable dealership., • Decisiveness under pressure capable of resolving customer escalations, technician disputes, and parts shortages in real time., • Integrity handles warranty, customer-pay authorizations, and employee compensation with absolute honesty., • Working Conditions and Physical Requirements, • Combination of office, service drive, and shop floor environments., • Regular exposure to noise, exhaust, lubricants, and varying temperatures, including Colorado winter conditions on the service drive., • Saturday hours required (typically rotating); occasional evening hours during high-volume periods., • Frequent standing, walking, and movement throughout a multi-bay facility., • Occasional lifting up to 50 lbs. Ability to