Job Description
Kelly Ford is a high-volume, fast-paced dealership committed to delivering an exceptional ownership experience to every customer. We are looking for an experienced Service Manager who thrives in a dynamic environment, leads by example, and is passionate about building high-performing teams.
As our Service Manager, you will oversee all aspects of the Service Department, ensure operational excellence, outstanding customer satisfaction, and strong financial performance while maintaining Ford of Canada standards.
Key Responsibilities
- Lead and manage all daily operations of the service department.
- Supervise, mentor, and develop service advisors, technicians, and support staff.
- Ensure an exceptional customer experience by resolving concerns promptly and professionally.
- Monitor service department performance, productivity, and profitability.
- Schedule workflow efficiently to maximize technician productivity and minimize customer wait times.
- Maintain high standards for repair quality and compliance with Ford policies and procedures.
- Review and manage warranty claims in accordance with Ford requirements.
- Develop and monitor departmental budgets and financial performance.
- Maintain effective communication between the service, parts, and sales departments.
- Recruit, train, coach, and evaluate team members, both advisors and technicians.
- Ensure compliance with workplace health and safety regulations.
- Analyze key performance indicators (KPIs) and implement continuous improvement initiatives.
- Promote maintenance programs and dealership service offerings to increase customer retention.
Qualifications
- Minimum 3 years of automotive service management experience preferred.
- Strong knowledge of automotive repair processes, warranty administration, and dealership operations.
- Proven leadership and team-building abilities.
- Excellent communication, customer service, and conflict-resolution skills.
- Experience managing budgets and departmental KPIs.
- Proficiency with dealership management systems (DMS) and service scheduling software.
- Valid driver's license with a clean driving record.
Compensation and Benefits
- Competitive salary plus performance-based bonus opportunities to be determined based on experience.
- Comprehensive health and dental benefits.
- Retirement savings program.
- Paid vacation and holidays.
- Ongoing manufacturer and professional development training.
- Employee vehicle purchase and service/parts discounts.
- Supportive team environment with opportunities for career advancement.
Key Performance Indicators
- Customer Satisfaction Index (CSI)
- Technician Productivity and Efficiency
- Service Department Gross Profit
- Warranty Compliance
- Customer Retention
- Effective Labor Rate
- Repair Order Growth
- Parts-to-Labor Ratio
How to Apply
Qualified candidates are invited to submit their resume and a cover letter outlining their experience and leadership achievements to [email protected]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Benefits:
- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care
Work Location: In person
