Service Manager

JOIN OUR TEAM

At Southlake Ford Lincoln, we take pride in being one of the GTA's premier automotive dealerships — built on a foundation of integrity, innovation, and commitment to our guests, team members, and community.

We are currently seeking a Service Manager to join our team. Our ideal candidate brings leadership, technical knowledge, and a passion for delivering exceptional guest experiences to our established Ford store in York Region.

Our mission is simple: to make a difference in the lives of our guests, our team, and our community every day. If you're looking for a dynamic, progressive, and supportive workplace where you can grow your automotive career, we invite you to apply and become part of the Southlake Ford Lincoln family.

THE JOB

Our ideal Service Manager leads the dealership's service operations with a focus on customer satisfaction, operational efficiency, and profitability. This role requires balancing technological innovation with human connection — ensuring the dealership delivers a seamless, trusted, and modern service experience that strengthens customer loyalty and brand reputation.

The Service Manager is a strategic leader and hands-on coach, responsible for empowering the service team, optimizing workflow through digital platforms, and maintaining the highest safety and compliance standards. They bring strong communication, leadership, and analytical skills to drive departmental growth and elevate the customer journey.

Operational Leadership

• Oversee daily operations of the service department to meet volume, revenue, and CSI goals.
• Ensure compliance with provincial/federal regulations, OEM standards, and EV/high-voltage safety protocols.
• Manage service tools, diagnostics, and software — including digital vehicle inspections (DVIs), service scheduling tools, and CRM systems.
• Supervise warranty administration, repair order accuracy, and cost controls.
• Collaborate with parts and sales departments to improve process flow and communication.

Team Development

• Recruit, train, and mentor service advisors, technicians, and support staff.
• Implement performance-based coaching and professional development programs.
• Create a culture of accountability, teamwork, and customer-first mindset.
• Conduct regular team meetings to review KPIs, safety updates, and manufacturer bulletins.

Customer Experience

• Ensure a seamless and transparent service process, from appointment to delivery.
• Use digital communication tools (e.g., text/video updates, repair status tracking) to enhance the customer experience.
• Proactively manage customer concerns and ensure timely resolutions.
• Foster loyalty through relationship management, follow-ups, and personalized service recommendations.

Business & Financial Performance

• Develop and execute monthly business plans to achieve revenue and profit targets.
• Track KPIs such as effective labor rate, shop productivity, technician efficiency, and customer retention.
• Manage departmental budget, expense controls, and vendor relationships.
• Report on trends, forecasts, and process improvement opportunities to management.

Dealership & Brand Alignment

• Stay current with manufacturer programs, technical bulletins, and certification training.
• Promote dealership values and uphold a professional brand image.
• Maintain a clean, safe, and organized service environment.
• Participate in community and brand engagement initiatives as a service ambassador.

Skills & Competencies

• Strong technical understanding of ICE and EV systems, diagnostics, and maintenance.
• Excellent leadership and communication skills.
• Proven ability to analyze data, implement process improvements, and manage KPIs.
• Skilled in DMS, CRM, and digital inspection tools.
• Customer-centric mindset with strong problem-solving and conflict resolution abilities.
• Adaptable, organized, and detail-oriented under high-volume conditions.
• Proficient in Microsoft Office and dealership management systems (Reynolds, PBS ETC.)

Education & Experience

• College diploma or trade certification in Automotive Technology, Business, or related field.
• Minimum 3 years of experience in a dealership service management or supervisory role.
• OEM or brand-specific certification preferred.
• Valid driver's license with clean driving record.
• Experience with EV maintenance programs and digital service management considered a strong asset.

Core Values

• Integrity: Consistently act in the best interests of customers and the dealership.
• Innovation: Embrace new tools, technologies, and training to drive service excellence.
• Accountability: Take ownership for performance and outcomes.
• Teamwork: Collaborate across departments to achieve dealership goals.
• Customer Focus: Deliver every service interaction with empathy, transparency, and quality.

Please apply via the advertisement and not via email. If the ad is still up we are still looking.

SALARY

• Base Salary based on experience.
• Bonus based on department metrics

GROW YOUR CAREER AND APPLY WITH US TODAY

We are thankful for all applications, however only those considered for an interview will be contacted.

AODA Commitment

Southlake Ford Lincoln is an equal opportunity employer and committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations are available on request for candidates taking part in all aspects of the selection process.

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