Job Title: Ford Service Manager
Location: Indianapolis, IN
Job Summary:
The Ford Service Manager is responsible for overseeing the service department's daily operations, ensuring efficient workflow, high-quality customer service, and profitability. This role involves managing staff, maintaining service standards, and collaborating with other departments to achieve business objectives. The ideal candidate will be a proactive leader with a strong background in automotive service management, a commitment to customer satisfaction, and the ability to drive operational excellence.
Key Responsibilities:
Department Management:
- Recruit, hire, train, and develop a high-performing team of service advisors, technicians, and support staff.
- Monitor the performance of all service department employees, providing coaching, feedback, and performance evaluations.
- Implement and enforce company policies and industry best practices to ensure operational efficiency and compliance with manufacturer guidelines.
- Establish and maintain a productive and positive work environment to encourage teamwork and high morale.
Budgeting & Financial Management:
- Develop and oversee the annual operating budget for the service department, ensuring revenue and expense goals are met.
- Analyze financial reports, including sales, profitability, labor costs, and expenses, to optimize department performance.
- Identify opportunities to increase efficiency and reduce costs without compromising service quality.
Customer Service & Quality Control:
- Ensure that customers receive top-quality service, addressing concerns and resolving complaints in a professional and timely manner.
- Monitor and maintain high customer satisfaction scores, implementing strategies to enhance the service experience.
- Oversee repair work and quality assurance processes to minimize comebacks and ensure vehicles are serviced correctly the first time.
- Promote a culture of continuous improvement and customer-first service practices.
Collaboration & Interdepartmental Coordination:
- Work closely with the parts department to ensure timely availability of parts for scheduled repairs and service jobs.
- Coordinate with the sales department to provide service support for new and used vehicle sales.
- Maintain relationships with collision repair centers, wholesale account representatives, and warranty administrators to ensure smooth operations.
- Communicate regularly with upper management on service department performance, challenges, and improvement opportunities.
Qualifications & Requirements:
- Proven experience in automotive service management, preferably within a Ford dealership or similar environment.
- Strong leadership, team-building, and people management skills.
- Excellent customer service and communication abilities, with a problem-solving mindset.
- Solid understanding of budgeting, financial management, and revenue optimization.
- Proficiency in automotive service software, diagnostic tools, and dealership management systems.
- Knowledge of manufacturer warranty policies, repair procedures, and industry regulations.
- Ability to work in a fast-paced environment while maintaining a high level of attention to detail.
Preferred Qualifications:
- ASE Certification or equivalent automotive industry training.
- Experience working with Ford-specific service processes and customer retention programs.
- Familiarity with dealership service KPIs, CSI (Customer Satisfaction Index), and revenue management strategies.
Job Type: Full-time
