Service Manager Acura of Fairfield, Ohio

Position Summary The Service Manager is responsible for leading all fixed operations within the Service Department while delivering an exceptional ownership experience that reflects the Acura brand and the Jeff Wyler Automotive Family's commitment to excellence. This position oversees service advisors, technicians, shop foremen, dispatch, warranty administration, and support staff to ensure maximum customer satisfaction, employee engagement, operational efficiency, and profitability.

The ideal candidate is a proven automotive leader with a passion for developing people, building customer loyalty, and driving continuous improvement through accountability, process excellence, and performance management.

Key Responsibilities Leadership & Culture Lead, coach, mentor, and develop the entire service team.

Build a culture centered on accountability, teamwork, professionalism, and customer-first service.

Conduct regular performance reviews, coaching sessions, and employee development plans.

Recruit, hire, and retain top-performing service professionals.

Promote a positive, safety-focused workplace.

Customer Experience Deliver a world-class customer experience with every service visit.

Resolve customer concerns quickly and professionally.

Maintain CSI scores that rank among Acura's highest-performing dealerships.

Build long-term customer relationships that drive repeat business and referrals.

Ensure every guest receives transparent communication and premium service.

Operational Excellence Manage daily workflow for maximum shop productivity.

Optimize technician efficiency and proficiency.

Monitor repair order quality and accuracy.

Ensure proper dispatching and technician utilization.

Maintain high standards for quality control before vehicle delivery.

Oversee warranty compliance and manufacturer standards.

Financial Performance Achieve and exceed monthly, quarterly, and annual sales and gross profit objectives.

Manage departmental expenses and labor costs.

Improve effective labor rate and overall profitability.

Analyze key performance indicators including:

Gross Profit Labor Sales Parts Sales Technician Productivity Technician Efficiency Technician Proficiency Customer Pay Sales Warranty Performance Maintenance Retention Customer Retention Average Repair Order (ARO)
Business Development Increase service retention through exceptional customer care.

Develop maintenance and repair sales strategies.

Partner with Parts, Sales, and Finance departments to maximize dealership performance.

Execute Acura maintenance and customer satisfaction programs.

Implement marketing initiatives that increase service traffic.

Compliance Ensure compliance with Acura standards and Jeff Wyler policies.

Maintain OSHA and workplace safety standards.

Ensure accurate documentation and warranty administration.

Maintain ethical business practices at all times.

Jeff Wyler Acura of Fairfield is an Equal Opportunity Employer committed to creating an inclusive workplace where every employee is treated with dignity and respect. Employment decisions are based on qualifications, merit, business needs, and job-related criteria without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

INDSJTAQualifications5+ years of automotive service management experience

Luxury automotive experience preferred

Proven leadership and team-building abilities

Strong financial and operational management skills

Excellent communication and conflict resolution skills

Strong understanding of dealership management systems

Ability to interpret financial statements and KPIsValid driver's license with acceptable driving record
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