GM Service Manager

Come Join a winning Team!

The Burns Family of dealerships has been a staple in our community for over 50 years.

The Service Manager runs an efficient and profitable service department through productive staffing, customer retention, cost control, achievement of objectives, and accurate maintenance of all service records. Ensures that the daily inventory of technician time is consistently sold to service customers. Provides leadership to advisors, technicians, and support staff to deliver an exceptional ownership experience while meeting CSI and financial goals.

ESSENTIAL DUTIES include the following. Other duties may be assigned.

• Forecasts goals and objectives for the service department and strives to meet them.
• Manages service lane operations, including dispatch, shop capacity, parts coordination, and quality control.
• Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
• Attends managers' meetings and works collaboratively with other departments.
• Monitors and controls department performance using appropriate reports, tracking systems, and surveys.
• Strives for harmony and teamwork within the department and across the dealership.
• Ensures compliance with all OEM warranty and policy procedures.
• Understands and complies with federal, state, and local regulations (e.g., OSHA, hazardous waste).
• Directs and schedules the activities of department employees; maintains proper staffing levels.
• Facilitates training and sends employees to appropriate OEM programs as needed.
• Monitors daily productivity reports, effective labor rate, hours per RO, comeback rate, and payroll records.
• Ensures proper coordination with the parts department for timely availability of parts.
• Maintains high-quality service repairs and minimizes comebacks through spot checks and quality control.
• Builds strong relationships with customers, handling complaints promptly and ensuring follow-up after service.
• Maintains a clean and safe work environment, including service bays, waiting areas, and special tools inventory.
• Reviews weekly/monthly financials to manage expenses, margins, and profitability.

MARGINAL DUTIES include the following. Other duties may be assigned.

• Maintains reporting systems required by general management and OEM.
• Holds weekly department meetings with service staff.
• Keeps abreast of new tools, technology, and best practices, recommending purchases or process changes as appropriate.
• Supports dealership marketing, retention, and referral programs.

SUPERVISORY RESPONSIBILITIES

Guides the vision and direction of the service department in collaboration with the Service Director and Senior Leadership. Provides coaching and leadership to service advisors, technicians, and support staff to ensure alignment with dealership goals.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements include:

• 3–5+ years of dealership service management or assistant service manager experience ( Buick/GMC/GM experience preferred ).
• Proven track record of increasing CSI, profitability, and team performance.
• Strong knowledge of OEM warranty administration and audit readiness.
• Demonstrated ability to analyze KPIs and implement corrective actions.
• Excellent leadership, communication, and conflict-resolution skills.
• Valid driver's license with an acceptable driving record.

Preferred:

• Experience with Dealertrack DMS and VinSolutions CRM (or similar).
• ASE certifications and/or OEM training credentials.
• Familiarity with express lanes, shop capacity planning, and dispatch strategies.

PHYSICAL DEMANDS

The physical demands described here are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. Employee must occasionally lift and/or move up to 50 pounds and spend extended periods standing, walking, or moving through service areas.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made. The noise level is usually moderate to high in the service department environment.

WHAT WE OFFER

• Competitive compensation
• Medical, dental, and vision coverage
• 401(k) with company contribution
• Paid time off and holidays
• OEM training & professional development opportunities
• A stable, team-oriented culture with strong leadership support