Job Description

Position Overview: We are seeking an experienced and dynamic Service Manager to lead our Aston Martin/McLaren Service Department and ensure exceptional ownership experience for our valued clients. The Service Manager is responsible for overseeing daily operations, managing a team of service advisors and technicians, and upholding the brand’s reputation for excellence, efficiency, and personalized service. Key Responsibilities: Customer Experience & Relationship Management

• Lead and inspire the Service Department team to deliver exceptional experiences that align with the dealership’s luxury brand standards.
• Ensure the highest level of customer satisfaction through proactive communication, follow-up, and effective resolution of any concerns or complaints.
• Train and coach service advisors to tactfully handle customer inquiries, inconveniences, and misunderstandings while maintaining professionalism and empathy.
• Promote a culture of pride, courtesy, and craftsmanship in every customer interaction, making every service visit a pleasant and personalized experience.

Operational Leadership

• Oversee daily service operations, including repair order flow, scheduling, quality control, and timely completion of all work.
• Ensure compliance with manufacturer guidelines, warranty procedures, and dealership policies.
• Collaborate closely with Parts, Sales, and Warranty departments to ensure seamless coordination and operational efficiency.
• Maintain shop equipment, tools, and facilities in optimal condition, ensuring a clean, safe, and organized work environment.
• Implement and monitor best practices to enhance productivity, technician performance, and service delivery.
• Manage day-to-day operations including time & attendance records and scheduling.
• Stay up to date with product changes, technical bulletins, and manufacturer communications; ensure all diagnostic tools and publications are current.

Financial & Performance Management

• Monitor and manage departmental financial performance, including sales, gross profit, expenses, and labor efficiency.
• Establish and achieve profitability objectives while maintaining customer satisfaction goals (CSI).
• Understand and analyze the service section of the dealership’s financial statement to identify trends and areas for improvement.
• Obtain competitive bids and ensure the dealership receives full value for all tools, supplies, and sublet services.
• Control warranty receivables, claims processing, and timely resubmissions for any rejections or adjustments.
• Maintain proper repair order documentation and workflow to meet manufacturer and accounting requirements.

Team Development & Leadership

• Recruit, train, and retain top-performing service advisors, technicians, and support staff.
• Manage ongoing safety, HR, and other mandatory training requirements and ensure compliance.
• Foster a positive, team-oriented culture focused on continuous improvement, accountability, and excellence.
• Conduct regular performance evaluations, set measurable goals, and create development plans for all team members.
• Ensure proper staffing levels and provide training or coverage support when needed.
• Address employee performance issues promptly, fairly, and in accordance with company policies.
• Maintain up-to-date organizational charts and personnel files for all Service Department employees.

Facility & Safety Management

• Maintain a clean, professional, and customer-ready service facility that reflects the dealership’s brand image.
• Ensure all shop equipment is properly maintained and preventive maintenance is completed regularly.
• Manage the safe and efficient use of all service areas, including technician bays, customer parking, and reception spaces.
• Enforce safety standards and security protocols to protect employees, customers, and dealership property.

Strategic Planning & Management Coordination

• Meet regularly with the Service Director and other department leaders to review performance, discuss goals, and plan promotions or process improvements.
• Collaborate across departments to enhance operational alignment and resolve interdepartmental challenges.
• Analyze departmental reports and implement strategies to drive continuous improvement in efficiency, profitability, and customer satisfaction.
• Represent the dealership professionally in all interactions, upholding the prestige and integrity of the luxury brands served.

Qualifications:

• Minimum 5 years of experience in automotive service management, preferably with a luxury or high-performance brand.
• Proven track record of achieving high CSI scores and operational excellence.
• Strong leadership, organizational, and interpersonal skills.
• In-depth knowledge of service operations, warranty administration, and manufacturer systems.
• Ability to manage multiple priorities in a fast-paced, customer-centric environment.
• Proficiency with DMS and CRM systems (CDK, Reynolds & Reynolds or Tekion).
• ASE or manufacturer certifications are a plus.
• High-line luxury brand experience a plus

Physical Requirements:

• Must be able to lift and carry items up to 50 lbs. regularly, stand, walk, and move throughout the parts and service areas for extended periods.
• Ability to bend, stoop, and reach frequently, ensuring that all items are handled with care and precision in a luxury environment.
• Proficient in safely operating forklifts, pallet jacks, and other warehouse equipment, maintaining the safety and luxury standards of the organization.

Working Conditions:

• Work within a state-of-the-art luxury dealership, where every aspect of the environment reflects the high standards of the organization and our discerning clientele.
• Experience a busy and dynamic work environment that includes both climate-controlled areas and parts storage facilities, with exposure to varying temperatures, noise levels, and the physical demands of a bustling dealership.
• Be prepared for a full-time schedule that may include extended hours, evenings, and weekends to support the operational needs of our luxury clientele and dealership operations.

At THE COLLECTION, we elevate the luxury automotive experience with unparalleled professional service that distinguishes use from the ordinary. Our team members are the cornerstone of our success, driving our commitment to delivering the best for our discerning clientele. At THE COLLECTION is far from your typical dealership; we are an elite, dynamic team dedicated to excellence, and we are eager to expend our ranks with passionate, driven individuals. If you're excited about joining a fast-paced, high-reward industry, you've found your place. At THE COLLECTION, the possibilities for growth are as limitless as our ambition! Benefits Overview: We value our team members and strive to offer a comprehensive benefits package to support your well-being and work-life balance. Our benefits include:

• Medical, Dental, and Vision Insurance
• Supplemental Benefits: Access to additional benefits such as accident insurance, critical illness insurance, and more.
• 401(k) Plan: Generous employer match and a range of investment options to help you plan for retirement.
• Paid Time Off (PTO): Flexible PTO to use for personal time, or illness.
• Vacation: Paid vacation days to recharge and enjoy time away from work.
• Holidays: Paid holidays to celebrate with family and friends.
• Birthday Off: A paid day off to celebrate your special day.
• Closed Sundays: Enjoy a day off every Sunday for work-life balance.
• And Much, Much More: Additional perks and benefits to enhance your overall employee experience.

We are an Equal Opportunity Employer committed to fostering an inclusive and diverse workplace where all individuals are treated with respect and dignity. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. We encourage applications from all qualified individuals, including those from historically underrepresented groups. We are dedicated to providing a workplace that is free from harassment, discrimination, and retaliation. We value and promote a work environment that supports and rewards diverse perspectives, experiences, and ideas.

Job Tags

Full time, Flexible hours, Weekend work, Sunday, Afternoon shift,

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