Position Summary

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.

Duties & Responsibilities

Customer Experience & Service Excellence

• 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

Service Drive Operations

• 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

Team Leadership & Development

• 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

Sales & Performance Management

• 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

Cross-Department Collaboration

• 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

Qualifications & Skills

• Minimum 3–5 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 driver's license with acceptable driving record

What We're Looking For

We're 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

Benefits

• 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

Ready to Join the Southway Ford Family?

If you're 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 Haik's 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 Haik's Southway Ford is an Equal Opportunity Employer.