Service Director

Location: Downtown Chicago, IL
Department: Fixed Operations – Service
Employment Type: Full-Time
Pay Range: $150,000 – $200,000 annually
Reports To: General Manager / Group Fixed Operations Director

Napleton Automotive Group is one of the largest family-owned dealer groups in the country, built on more than 90 years of serving customers. Our Downtown Chicago location is a high-volume, multi-franchise store representing Chevrolet, Buick, GMC, Hyundai, and Genesis in the heart of the city. We're looking for a proven service leader to drive performance, build the team, and give every guest an excellent ownership experience.

The Service Director owns the full service operation: the service drive, the shop, and warranty. You'll lead advisors, technicians, and support staff to hit gross, CSI, and efficiency targets. You'll also work closely with Parts, Sales, and Group leadership.

• Lead, coach, and hold accountable service advisors, technicians, porters, and support staff
• Manage the service department's financial performance, including labor gross, effective labor rate, hours per RO, and expense control
• Drive CSI and customer retention, and handle escalations professionally and promptly
• Manage technician productivity, proficiency, and workflow through the shop for maximum throughput
• Oversee warranty processing and OEM policy compliance to minimize chargebacks
• Hit GM, Hyundai, and Genesis facility and performance program requirements
• Work within the technician collective bargaining agreement, keeping strong, fair labor relations
• Recruit, train, and keep top talent, and build a bench for future leaders
• Use DMS reporting and scheduling tools to manage appointments, capacity, and KPIs
• Partner with Parts and Sales leadership on a seamless customer experience

• 5+ years of service management experience at a franchised dealership (Service Director or Service Manager preferred)
• A track record of growing gross profit, CSI, and retention
• Deep knowledge of OEM warranty policy and procedures; GM, Hyundai, or Genesis experience strongly preferred
• Experience with dealership DMS platform Dealer track experience a plus
• Union shop experience strongly preferred
• A hands-on leader who's on the drive and in the shop, not just behind a desk
• Excellent communication, organization, and conflict-resolution skills
• Valid driver's license and a clean driving record

• Competitive base salary plus commission
• Medical, dental, and vision insurance
• 401(k)
• Paid time off and holidays
• Employee discounts on vehicles, parts, and service
• Room to grow within a nine-rooftop, multi-market dealer group
• OEM and leadership training

Napleton Automotive Group is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.