Automotive Service Director - FORD

Job Title: Automotive Service Director - FORD
Location: FORD - Washington Court House OH
FLSA Status:Full-Time, Exempt

The Ford Service Director provides strategic leadership and day-to-day oversight of all service operations, including Service Drive, Express Service, Technicians, Detail, and coordination with Parts and Collision. This role is responsible for driving operational efficiency, profitability, compliance, and ensuring a world-class customer and employee experience. The Service Director will lead service managers and advisors, align processes across the service continuum, and collaborate with executive leadership to support company goals.

• Lead and support service managers, advisors, and technicians across Service and Express operations.
• Provide consistent coaching, development, and performance management for leaders and team members.
• Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration.
• Ensure effective recruiting, onboarding, and training practices are in place for all service personnel.

• Establish and track department performance goals, KPIs, and financial targets.
• Optimize workflow efficiency in service lanes, technician productivity, and detail turnaround.
• Oversee repair quality, cycle times, labor hours, and rework rates.
• Maintain consistent processes and SOPs to ensure safe, timely, and high-quality repairs.

• Partner with the CX/Express Manager to ensure seamless customer interactions, including express check-ins, shuttle, and mobile services.
• Foster a customer-first culture that reflects the organization’s values and service standards.
• Resolve escalated customer concerns with urgency and professionalism.
• Ensure CSI, repair quality, and follow-up processes meet or exceed OEM and internal standards.

• Manage departmental budgets, forecasts, P&Ls, and vendor contracts.
• Ensure warranty and recall billing accuracy, meeting OEM and audit requirements.
• Monitor cost control measures, warranty claims, and parts returns within service operations.
• Collaborate with Collision leadership to ensure service support and compliance alignment.

• Partner with Sales and F&I to align vehicle delivery timelines, recall/repair readiness, and service opportunities.
• Participate in strategic planning, facility improvements, and operational initiatives.
• Provide regular reporting and insights to the Executive Leadership Team.

• 5+ years of senior leadership experience in automotive Service Operations.
• Demonstrated success leading high-performing service teams with measurable results.
• Strong working knowledge of Auto service processes, DMS systems, and reporting dashboards.
• Excellent communication, leadership presence, and coaching abilities.
• Valid driver’s license and a clean driving record.

• Experience managing both high-volume and boutique service operations.
• OEM certifications , ASE, or I-CAR Gold strongly preferred.
• Familiarity with Express Lane models, mobile service platforms, and digital CX tools.

Job Type: Full-time

Pay: $ - $ per year

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance