Service Drive Manager

As the Service Drive Manager you will be responsible for overseeing the daily operations of the service drive while ensuring every customer receives a best-in-class experience from arrival through vehicle delivery. This leadership role serves as the critical link between customers service advisors technicians and management.

You will lead and develop a high-performing team drive customer satisfaction manage workflow efficiency and help achieve departmental sales and profitability goals. The ideal candidate is a hands-on leader who can motivate a team solve problems effectively and maintain excellence in a fast-paced dealership environment.

• Ensure every customer is greeted promptly professionally and courteously
• Create and maintain a customer-first culture throughout the service department
• Monitor customer interactions and ensure exceptional service standards are consistently met
• Handle escalated customer concerns and resolve issues quickly and effectively
• Drive CSI (Customer Satisfaction Index) improvement initiatives
• Build long-term customer relationships that increase retention and loyalty

• Oversee daily service drive activities and workflow management
• Coordinate vehicle check-in write-up repair progression and delivery processes
• Ensure repair recommendations are communicated accurately and professionally
• Monitor appointment flow and shop capacity to maximize efficiency
• Review repair orders for accuracy and compliance with dealership procedures
• Maintain a clean organized and professional service drive environment

• Lead coach mentor and motivate service advisors and support staff
• Conduct ongoing training and performance coaching
• Monitor team performance metrics and establish accountability standards
• Assist with hiring onboarding scheduling and employee development
• Foster a positive and collaborative team environment focused on continuous improvement
• Promote a culture of professionalism integrity and customer satisfaction

• Support achievement of service department sales and gross profit objectives
• Monitor key performance indicators including CSI productivity revenue and retention
• Identify opportunities to improve advisor performance and customer retention
• Work closely with Fixed Operations leadership to implement process improvements
• Ensure advisors effectively communicate maintenance needs and repair recommendations
• Assist in driving customer-pay business and service growth initiatives

• Partner with technicians parts personnel warranty administrators and management
• Ensure communication between departments supports efficient workflow and customer satisfaction
• Work closely with management to implement dealership and manufacturer initiatives
• Maintain compliance with Ford and dealership operational standards

• Minimum 35 years of automotive service management or service advisor leadership experience preferred
• Proven experience managing teams in a dealership service environment
• Strong leadership coaching and employee development skills
• Exceptional customer service and conflict-resolution abilities
• Knowledge of dealership service operations repair order processes and warranty procedures
• Experience with dealership management systems (CDK Reynolds & Reynolds Dealertrack or similar platforms)
• Strong organizational and time-management skills
• Excellent verbal and written communication skills
• Ability to multitask and perform effectively in a fast-paced environment
• Professional appearance and customer-focused mindset
• Valid drivers license with acceptable driving record

Were looking for someone who:

• Leads by example and inspires those around them
• Has a passion for delivering exceptional customer experiences
• Understands how to balance customer satisfaction with operational performance
• Thrives in a fast-paced high-volume environment
• Builds strong relationships with customers and team members
• Holds themselves and their team accountable to high standards
• Is committed to continuous improvement and professional growth
• Wants to build a long-term career with a successful and growing organization

• Competitive Compensation Package
• Performance-Based Bonus Opportunities
• Medical Dental & Vision Insurance
• 401(k) with Company Match
• Paid Vacation & Holidays
• Career Growth Opportunities
• Ongoing Training & Leadership Development
• Employee Discounts on Vehicles Parts & Service
• Supportive Team Environment
• Stable Employment with a Premier Ford Dealership

If youre looking for more than just a job and want the opportunity to lead a high-performing service team at one of South Texas premier Ford dealerships apply today and start your future with Mac Haiks Southway Ford.

Join a dealership that values its employees invests in leadership development and is committed to delivering a best-in-class customer experience every day.

Mac Haiks Southway Ford is an Equal Opportunity Employer.