SERVICE MANAGER
Department: Service
Employment Type: Full-Time
Position Level: Experienced
Position Summary
Honda of Stamford is seeking an experienced Service Manager to lead our service department. This role is responsible for overseeing all service operations, including staffing, technician performance, customer satisfaction, and departmental profitability. The Service Manager sets the tone for a fast-paced, customer-focused, and efficient service drive, while ensuring repairs are completed correctly, on time, and in line with Honda's standards.
The ideal candidate has strong leadership experience in a dealership service department, a deep understanding of automotive repair operations, and the ability to balance technician productivity, customer satisfaction, and financial performance.
Essential Responsibilities
- Oversee daily operations of the service department, including scheduling, workflow, and staffing.
- Hire, train, coach, and manage Service Advisors, Technicians, and support staff.
- Set and monitor performance goals for the service team, including productivity, efficiency, and customer satisfaction scores.
- Ensure repair orders are completed accurately, on time, and to Honda's quality standards.
- Manage department budgets, expenses, and profitability, including labor and parts gross.
- Monitor key performance indicators such as CSI scores, technician efficiency, and repair order volume.
- Handle escalated customer concerns and ensure timely, satisfactory resolution.
- Maintain strong working relationships with the Parts Department to ensure parts availability and minimize delays.
- Ensure technicians maintain proper certifications and stay current with Honda training requirements.
- Enforce dealership and manufacturer safety, warranty, and compliance standards.
- Review and approve warranty claims, ensuring accuracy and timely submission.
- Analyze department reports and identify opportunities to improve efficiency, revenue, and customer retention.
- Collaborate with Sales and Parts Departments to support overall dealership goals.
- Maintain a clean, organized, and safe service drive and shop environment.
- Perform other duties as assigned by dealership management.
Qualifications
- 3+ years of experience in a dealership service management or assistant service manager role, Honda experience strongly preferred.
- Strong knowledge of automotive repair operations, warranty processes, and service department workflow.
- Proven leadership and team management skills.
- Strong understanding of service department financials, including labor rates, gross profit, and expense control.
- Excellent communication and customer service skills.
- Ability to resolve customer concerns calmly and effectively.
- Strong organizational and multitasking abilities in a fast-paced environment.
- Proficiency with dealership DMS and service scheduling systems.
- Valid driver's license with an acceptable driving record.
- High school diploma or equivalent required; additional automotive management training or certification a plus.
Performance Expectations
The successful Service Manager will be expected to:
- Maximize department profitability while maintaining high customer satisfaction.
- Maintain strong technician productivity and department efficiency.
- Keep customer satisfaction (CSI) scores at or above manufacturer standards.
- Reduce comebacks and improve first-time fix rates.
- Build and retain a strong, well-trained service team.
- Ensure the department operates in compliance with manufacturer and dealership standards.
Schedule
This is a full-time dealership position. The Service Manager must be willing to work the dealership's established schedule, including Saturdays as required.
Equal Opportunity Employer
We are an equal opportunity employer committed to providing a professional, respectful, and inclusive workplace. Employment decisions are based on qualifications, performance, and business needs.
Work Location: In person
