Service Sales Manager

Salary Range: $ To $ Annually

Merrick Jeep Chrysler Dodge Inc. – Merrick, NY
VIP Automotive Group of Long Island
Full-Time | Management Opportunity

Merrick Jeep Chrysler Dodge Inc., a proud member of the VIP Automotive Group of Long Island
, is seeking an experienced, motivated, and results-driven Automotive Service Manager / Service Sales Manager to help lead our busy dealership service department.

This is an excellent opportunity for an experienced Automotive Service Manager, Service Sales Manager, or Service Director who understands dealership fixed operations and knows how to drive service revenue, customer retention, technician productivity, repair order profitability, CSI, and overall service department performance
.

The ideal candidate is a hands-on leader who can coach Service Advisors, improve the customer experience, maximize technician time, control costs, and create a culture of accountability and exceptional service.

5+ years of Automotive Service Manager or Service Director experience

Strong knowledge of automotive service operations and fixed operations

Proven ability to lead, coach, and develop Service Advisors and service personnel

Strong understanding of service sales, repair orders, maintenance, MPI, and customer retention

Experience monitoring and improving service KPIs and departmental profitability

Strong knowledge of technician productivity, efficiency, labor hours, and shop capacity

Excellent customer service and conflict-resolution skills

Strong computer, CRM, and dealership management system skills

Ability to analyze reports, identify trends, and develop action plans

Strong organizational, communication, and problem-solving skills

Ability to hold employees accountable while maintaining a positive team environment

Professional appearance and strong leadership presence

Oversee the daily operations of the automotive dealership service department

Lead, coach, and support Service Advisors, Technicians, and support staff

Conduct daily morning meetings and communicate department objectives

Review prior-day and month-to-date Service Advisor performance against goals

Coach Advisors on increasing service sales, customer retention, CSI, and customer satisfaction

Identify challenges affecting Advisor performance and develop solutions

Participate in Service Manager and dealership leadership meetings

Maintain professional appearance and performance standards throughout the department

Be a visible leader in the service drive and actively participate in the customer write-up process.

Greet customers and introduce yourself when appropriate

Ensure maintenance recommendations are presented 100% of the time

Ensure customer vehicle walk-arounds are completed

Review New York State Inspection and tire needs

Ensure vehicle damage is properly documented with images

Support the Multi-Point Inspection (MPI) process

Ensure customers understand how and when they will receive updates

Review repair quotes, MPI results, maintenance recommendations, and customer communication materials

Ensure customers receive appropriate videos, photos, and documentation with repair recommendations

Drive service sales and customer-pay repair opportunities

Review larger repair estimates and assist Advisors with presenting recommendations

Ensure customers receive fair, accurate, and transparent estimates

Ensure quotes are sent through text and email
, followed by appropriate phone follow-up

Review and monitor lost sales

Follow up with customers who decline recommended repairs or maintenance

Reschedule unsold repairs and maintenance whenever appropriate

Monitor repair orders from write-up through final delivery

Ensure technicians are provided with fair and accurate repair times

Maximize available technician hours and consistently sell available technician capacity

Monitor service department labor sales, hours sold, gross profit, and productivity

Proactively address customer complaints and service concerns

Ensure customer follow-up calls are completed

Monitor the status of open repair orders

Review invoices and repair orders for accuracy and completeness

Work closely with the Parts Department regarding special-order parts

Follow up on parts availability and repair completion

Monitor repair workflow and technician efficiency

Ensure customer vehicles are completed and delivered on time

Maintain clean, organized, and…