Palo Alto, CA | Mercedes-Benz | Premium luxury brand | Service Manager | Fixed Ops | Veterans encouraged to apply | $100,000 - $150,000+ annually
Swickard Auto Group is a hospitality company that happens to sell and service cars. We believe the best guest experiences start with the best employee experiences. That's why we've grown to 40+ rooftops across the West Coast, Alaska, and Hawaii while maintaining a culture built on one simple idea: do right by people, every time.
At Mercedes-Benz of Palo Alto, we serve one of the most discerning luxury markets in the country. Silicon Valley guests are time-conscious, brand-loyal, and hold every interaction to a high standard. The Service Manager is the person who ensures the service department meets that standard - consistently, every day.
WHAT YOU'LL DO
- Lead and develop a high-performing service team - advisors, technicians, and support staff - setting the standard for excellence, accountability, and hospitality
- Drive service department performance across all key metrics: CSI, absorption, effective labor rate, technician efficiency, and hours per RO
- Build and maintain a guest-first service culture where every interaction reflects Mercedes-Benz brand standards and Swickard's HEART values
- Oversee daily service operations - managing workflow, capacity, scheduling, and throughput to maximize efficiency without sacrificing quality
- Partner with the fixed ops director, parts manager, and sales leadership to align departmental goals and drive profitability
- Recruit, train, and retain top service talent - building bench strength and investing in team development at every level
- Monitor and manage warranty compliance, ensuring zero chargebacks and full adherence to manufacturer requirements
- Resolve escalated guest concerns with composure and professionalism - turning difficult situations into lasting loyalty
- Analyze financial performance reports and implement operational improvements that move the business forward
WHAT WE'RE LOOKING FOR
- 3+ years of automotive service management experience in a franchised dealership - luxury or premium brand experience strongly preferred
- Proven track record of hitting and exceeding service department KPIs: absorption, CSI, ELR, and technician productivity
- Mercedes-Benz or European brand experience a strong plus
- Demonstrated success building, leading, and retaining high-performing service teams
- Deep knowledge of warranty processes, manufacturer compliance standards, and fixed ops best practices
- Reynolds & Reynolds or CDK experience preferred
- Strong financial acumen - able to read, interpret, and act on service department financials with confidence
- A leader who earns trust through consistency, integrity, and a genuine investment in their people
- A hospitality mindset - you understand that service management is guest experience management
WHAT WE OFFER
- Income potential of $100,000 - $150,000+ annually
- Medical, dental, and vision insurance
- Life insurance and supplemental coverage options
- Paid time off and paid holidays
- Paid Mercedes-Benz manufacturer training and ongoing professional development
- Career growth - service managers at Swickard have a direct path to fixed ops director and multi-store leadership
- Employee vehicle purchase and service discounts
- The backing of a nationally recognized, fast-growing dealer group with deep operational infrastructure
WHY MERCEDES-BENZ OF PALO ALTO
- Mercedes-Benz of Palo Alto sits in the heart of Silicon Valley - a market where the guest base is affluent, sophisticated, and expects a service experience that reflects the vehicle they drive
- Mercedes-Benz is one of the most prestigious luxury brands in the world - strong brand equity and a loyal guest base that rewards a service department that consistently delivers
- Swickard is one of the fastest-growing dealer groups in the country - ranked Top 5 in North America for reputation in the automotive industry
- We invest in our service managers - with training, tools, and organizational support that removes roadblocks and enables elite execution
- Our HEART values - Honor, Engage, Anticipate, Respond, Thank - are the foundation of how we lead, hire, and serve
- A culture where great leadership is recognized, rewarded, and given a clear path to the next level
Mercedes-Benz of Palo Alto is a store with the brand prestige, the market strength, and the organizational support to give the right service leader a genuinely compelling place to grow. The guest base here is demanding - and a service manager who meets that demand consistently builds a reputation that follows them throughout their career.
We're looking for someone who takes ownership of the numbers, the culture, and the people - and drives results that reflect the standard this brand and this market demand. If you're a proven service leader ready to make your mark at one of the most respected luxury stores in Silicon Valley - this is the opportunity you've been building toward.
