Service Manager
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Job Location:
Chesterton, IN - USA
Monthly Salary:
Not Disclosed
Posted on:
13 days ago
Vacancies:
1 Vacancy
Job Summary
Position Summary:
The Service Manager at Graff Ford of Chesterton is responsible for leading all aspects of the dealerships service operations ensuring an exceptional guest experience maintaining profitability and upholding the culture and standards of the Graff Automotive Group. This role requires strong leadership process discipline and the ability to create a high-performing team that delivers superior service to every customer every time.
The Service Manager will report directly to the General Manager and work closely with the Parts Manager and centralizedBDC to drive efficiency retention and revenue growth.
Key Responsibilities:
Leadership & Culture
- Communicate effectively with staff and guests.
Lead by example and embody theGraff core value: Do What Is Right.
Foster a positive team-oriented environment built on transparency accountability and fun.
Recruit train and develop technicians advisors and support staff to ensure the department meets performance and customer satisfaction goals.
Conduct daily and weekly meetings with advisors technicians and the Service BDC to review performance CSI and departmental objectives.
Customer Experience
Ensure every customer interaction reflects the Graff Difference professional honest and solution-oriented.
Resolve customer concerns quickly and effectively to maintain strong CSI scores and build long-term relationships.
Oversee the service write-up process to ensure accurate documentation and communication of customer needs.
Collaborate with the group BDC to enhance scheduling efficiency response times and customer retention campaigns.
Operational Management
Manage daily shop productivity and efficiency ensuring all repairs are completed correctly and on time.
Monitor repair order flow technician dispatching and quality control of all completed work.
Maintain strong warranty administration and compliance practices with Ford Motor Company standards.
Develop and execute service marketing initiatives in collaboration with the stores marketing and BDC teams.
Maintain a clean safe and organized service facility that reflects pride in the Graff brand.
Financial Performance
Achieve departmental profitability objectives focusing on labor gross effective labor rate and overall expense control.
Review financial statements warranty receivables aged ROs and parts obsolescence weekly with accounting.
Establish monthly forecasts and budgets in coordination with the General Manager.
Track KPIs such as technician efficiency ELR RO count unapplied labor and customer-pay growth.
Compliance & Safety
Enforce adherence to manufacturer federal and state compliance requirements.
Promote and enforce a safe work environment for all service and parts staff.
Ensure all warranty claims and internal repairs are processed accurately and timely.
Qualifications:
Experience in automotive dealership service management or senior advisory roles (Ford or domestic brand experience preferred).
Proven leadership ability and success in developing high-performing teams.
Strong understanding of dealership financials service metrics and DMS reporting.
Excellent communication and problem-solving skills.
High commitment to customer satisfaction and retention.
Performance Metrics:
Customer Satisfaction Index (CSI)
Effective Labor Rate (ELR)
Technician Productivity & Efficiency
Gross Profit and Net Profit performance vs. forecast
Warranty receivables aged days
Customer retention and repeat service visits
Compensation & Benefits:
Competitive base salary plus monthly performance-based bonuses.
Full benefits package including medical dental vision and life insurance.
401(k) with company match.
Employee discounts across all Graff Automotive Group stores.
Access to the Hank Bank employee savings program.
About Graff Ford of Chesterton:
Graff Ford of Chesterton is part of the Graff Auto Campus a multi-brand automotive hub serving Northwest Indiana. Backed by over 111 years of Graff family automotive excellence we are committed to positively changing the way our community views the dealership experience. We believe that treating our employees like family leads to guests being treated the same way.
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
Join Our Winning Team at Graff Ford of Chesterton – Sales Consultant Wanted! At Graff Ford of Chesterton, we don’t just sell vehicles—we build careers, grow peo...
