Service Manager

Mercedes Benz Sacramento • Full-time • El Dorado Hills, California, United States • $12k - $20k / month • 4m ago

Automotive Service Manager

Mercedes-Benz of El Dorado Hills

Position Summary

Mercedes-Benz of Dorado is seeking an experienced Automotive Service Manager to lead a high-volume, customer-focused service department in a luxury automotive environment. This position is responsible for driving operational excellence, technician productivity, profitability, and an exceptional ownership experience consistent with Mercedes-Benz brand standards.

The Service Manager plays a key leadership role in developing talent, retaining customers, maintaining compliance, and ensuring the service department operates efficiently while exceeding performance and CSI expectations.

Essential Duties & ResponsibilitiesLeadership & Team Development

Lead, hire, train, coach, and motivate all service department personnel.
Foster a culture of professionalism, accountability, teamwork, and continuous improvement.
Conduct regular department meetings and participate in dealership management meetings.
Partner with technical schools and training programs to support recruitment and development.

Operations & Performance Management

Forecast departmental goals and execute strategies to meet or exceed them.
Maximize technician productivity and ensure effective scheduling and workflow management.
Monitor performance using KPIs, reports, CSI data, and manufacturer benchmarks.
Ensure all technician time is properly sold and accurately reflected in payroll.
Review and approve repair orders for accuracy, efficiency, and warranty compliance.

Financial & Business Management

Prepare and manage the annual service department budget.
Control expenses while driving revenue growth and gross profit.
Develop pricing guides and maintenance menus aligned with Mercedes-Benz standards.
Collaborate with the Parts Manager to ensure timely parts availability and efficient inventory management.

Customer Experience & Quality Assurance

Deliver a premium service experience that builds long-term customer loyalty.
Ensure customers receive timely, accurate estimates and clear communication throughout the repair process.
Address and resolve customer concerns promptly and professionally.
Maintain high repair quality standards and minimize comebacks through process control and spot checks.
Ensure consistent 24-hour post-service follow-up to confirm customer satisfaction.

Compliance & Manufacturer Relations

Ensure full compliance with Mercedes-Benz warranty policies and procedures.
Maintain compliance with all federal, state, and local regulations, including OSHA and environmental standards.
Serve as the primary liaison with Mercedes-Benz factory representatives.
Maintain accurate documentation, reporting, and service records.

Facility, Tools & Safety

Maintain a clean, organized, and safe service facility and customer waiting areas.
Oversee proper care, storage, and inventory of all special tools and equipment.
Stay current on new tools, technology, and service processes, recommending investments as appropriate.

Qualifications

Proven experience as a Service Manager or Assistant Service Manager in a luxury or high-line dealership (Mercedes-Benz preferred).
Strong leadership, financial, and operational management skills.
Deep understanding of warranty administration, manufacturer policies, and service KPIs.
Exceptional customer service and communication skills.
Ability to lead in a fast-paced, performance-driven environment.

What We Offer