Automotive Service Manager

Canton Ford – Canton, TX
Full-Time | Management | $75,000–$125,000 Annually

Canton Ford is seeking an experienced, driven, and people-focused Automotive Service Manager to lead our Service Department.

Compensation: $75,000–$125,000 annually, based on experience and performance.

This is a key leadership position responsible for the overall performance, profitability, customer experience, and culture of our service operation. We're looking for a leader who understands that a successful service department is built by taking care of customers, technicians, advisors, and the business.

Canton Ford combines the resources and opportunities of a Ford dealership with the hometown, family-style atmosphere of East Texas.

The Service Manager is responsible for the day-to-day leadership and performance of the Service Department, including technician productivity, service advisor performance, customer satisfaction, warranty compliance, expense control, employee development, and departmental profitability.

The ideal candidate is a hands-on leader who can build a team, establish accountability, improve processes, grow customer-pay business, and deliver an exceptional ownership experience.

• Lead, coach, train, and develop Service Advisors, Technicians, and support personnel
• Establish clear performance expectations and hold team members accountable
• Drive Service Department sales, gross profit, and overall profitability
• Monitor technician productivity, proficiency, efficiency, and hours produced
• Manage shop capacity, workflow, scheduling, and repair-order dispatch
• Monitor Service Advisor performance, sales, customer communication, and closing effectiveness
• Maintain high levels of customer satisfaction and Ford customer experience performance
• Review department KPIs daily and take action when performance falls below expectations
• Increase customer-pay repair and maintenance business
• Improve customer retention and repeat service business
• Ensure timely and professional communication with customers
• Handle escalated customer concerns and work toward appropriate resolutions
• Recruit, onboard, train, and retain high-quality Service Department employees
• Conduct regular one-on-one coaching and performance discussions
• Partner with the Parts Department to improve shop efficiency and parts availability
• Work closely with dealership leadership to achieve overall dealership objectives
• Maintain compliance with Ford warranty policies and documentation requirements
• Ensure repair orders are complete, accurate, and properly documented
• Maintain a clean, professional, productive, and safe Service Department
• Ensure compliance with dealership policies and applicable safety requirements
• Control departmental expenses while maintaining appropriate staffing and service levels

The Service Manager will be expected to actively manage and improve key departmental metrics, including:

• Customer Satisfaction / Ford Experience Metrics
• Customer-pay labor sales
• Warranty labor sales
• Total labor gross profit
• Effective labor rate
• Technician productivity and efficiency
• Technician proficiency
• Hours per repair order
• Customer-pay repair order count
• Maintenance and repair sales
• Service Advisor performance
• Technician retention and turnover
• Customer retention
• Comebacks and repair quality
• Open repair orders and work-in-process aging
• Warranty compliance
• Departmental expense control
• Net departmental profitability

At Canton Ford, the Service Manager is expected to be more than an administrator. This position requires an active leader who is visible in the department and engaged with employees and customers.

Our Service Manager should:

• Lead from the front
• S…