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About the Role

The Service Manager leads the daily operations of the Service Department to drive customer satisfaction, technician productivity, retention, and profitability. This hands-on leadership role oversees service advisors and technicians, manages workflow and internal repair orders, ensures compliance with OEM standards, and develops a high-performing team focused on delivering an exceptional ownership experience.

Responsibilities

Lead all daily Service Department operations to achieve customer satisfaction, retention, and profitability goals.
Dispatch work and manage shop workflow to maximize technician productivity, efficiency, and quality of repairs.
Oversee and prioritize internal repair orders, recon work, and inventory-related service needs to support dealership operations.
Monitor KPI's including labor sales, gross profit, effective labor rate, technician efficiency, CSI, and retention.
Recruit, train, and develop service advisors, technicians, and support staff providing ongoing feedback.
Resolve escalated customer concerns and promote a culture centered on earning customers for life.
Ensure compliance with OEM requirements, warranty processes, safety standards, and dealership policies.
Review departmental performance reports and implement action plans to improve results.
Partner with Parts, Sales, and dealership leaders to support overall store performance goals.

Requirements

2+ years of automotive service leadership experience in an OEM franchise dealership.
Experience leading service teams and improving operational and financial performance.
In-depth knowledge of dealership service operations, warranty administration, and OEM performance standards.
Experience dispatching work, managing technician production, and overseeing internal repair orders.
Working knowledge of dealership management systems (CDK, Reynolds & Reynolds, Tekion, or similar).
Acceptable driving record and a valid driver's license in your state of residence.
High School graduate or equivalent, 18 years or older required.
We are a drug-free workplace.

Location

Middletown, NY

Work Type

Full-time
Onsite

Experience Level

2+ years of automotive service leadership experience

Education Level

High School graduate or equivalent

Salary/Compensations

$100,000.00 - $150,000.00 / per year
Performance driven position, eligible for short-term and/or long-term incentives as part of total compensation, which includes: a base base draw/hourly offset along with the ability to earn commission and bonus based on department production and profitability.

Benefits

Competitive pay
Medical, Dental and Vision Plans
Paid Holidays & PTO
Short and Long-Term Disability
Paid Life Insurance
401(k) Retirement Plan
Employee Stock Purchase Plan
Lithia Learning Center
Vehicle Purchase Discounts
Wellness Programs

About the Company

At Lithia & Driveway, we're powered by people and driven to deliver results.
As one of the largest automotive retailers in North America, we're focused on growing leaders who want to make an impact – both in their store and across the company.
Lithia's culture is rooted in values like earning customers for life, improving constantly, and taking ownership of results.
At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams delivering Auto Done Easy for our customers.
We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars.
We've built a retail model that champions entrepreneurial leadership, Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

Equal Opportunity

We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status).
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Reasonable accommodations may be made to enable individuals to perform the essential functions.