Director of Service

Director of Service

The Opportunity:
Our client is seeking an experienced and driven Director of Service to provide strategic leadership and operational oversight across multiple dealership Service Departments.
The successful candidate will be responsible for developing strong leadership teams, improving service operations, increasing profitability, and delivering an exceptional customer experience.

Key Responsibilities:
• Provide leadership, coaching, and support to Service Managers and service leadership teams.
• Establish consistent processes, standards, KPIs, and accountability across all Service Departments.
• Drive service profitability, productivity, efficiency, revenue growth, and customer retention.
• Monitor financial performance, labour sales, gross profit, expenses, technician productivity, and shop capacity.
• Develop and implement strategies to improve customer satisfaction, CSI, communication, and retention.
• Recruit, develop, coach, and retain high-performing service teams.
• Identify operational opportunities and implement best practices to improve workflow and performance.
• Review departmental results and develop action plans to address performance gaps.
• Ensure compliance with manufacturer requirements, warranty processes, company policies, and safety standards.
• Work closely with senior leadership and HR on staffing, employee development, performance management, and succession planning.
• Promote a culture of teamwork, accountability, continuous improvement, and customer service.

Qualifications:
• 10+ years of automotive dealership service experience.
• 5+ years of senior Service Management, Fixed Operations, or multi-location leadership experience.
• Proven success managing high-volume Service Departments.
• Strong understanding of dealership financial statements and service KPIs.
• Experience improving profitability, productivity, CSI, and customer retention.
• Strong leadership, coaching, communication, and problem-solving skills.
• Excellent financial and analytical abilities.
• Highly organized with a strong sense of accountability.
• Experience with dealership management systems and manufacturer reporting platforms.
• Valid driver’s licence and willingness to travel as required.

The Ideal Candidate:
You are a strong operational leader who knows how to develop people, improve processes, and drive measurable results.
You are equally comfortable reviewing financial performance, coaching Service Managers, walking the shop floor, resolving customer concerns, and implementing strategies that improve overall Service Department performance.
Most importantly, you are a leader who can build high-performing teams while creating a culture of accountability, customer service, and continuous improvement.