Service Manager

Palo Alto, CA | Mercedes-Benz | Premium luxury brand | Service Manager | Fixed Ops | Veterans encouraged to apply | $100,000 - $150,000+ annually

Swickard Auto Group is a hospitality company that happens to sell and service cars. We believe the best guest experiences start with the best employee experiences. That's why we've grown to 40+ rooftops across the West Coast, Alaska, and Hawaii while maintaining a culture built on one simple idea: do right by people, every time.

At Mercedes-Benz of Palo Alto, we serve one of the most discerning luxury markets in the country. Silicon Valley guests are time-conscious, brand-loyal, and hold every interaction to a high standard. The Service Manager is the person who ensures the service department meets that standard -- consistently, every day.

WHAT YOU'LL DO

• Lead and develop a high-performing service team -- advisors, technicians, and support staff -- setting the standard for excellence, accountability, and hospitality

• Drive service department performance across all key metrics: CSI, absorption, effective labor rate, technician efficiency, and hours per RO

• Build and maintain a guest-first service culture where every interaction reflects Mercedes-Benz brand standards and Swickard's HEART values

• Oversee daily service operations -- managing workflow, capacity, scheduling, and throughput to maximize efficiency without sacrificing quality

• Partner with the fixed ops director, parts manager, and sales leadership to align departmental goals and drive profitability

• Recruit, train, and retain top service talent -- building bench strength and investing in team development at every level

• Monitor and manage warranty compliance, ensuring zero chargebacks and full adherence to manufacturer requirements

• Resolve escalated guest concerns with composure and professionalism -- turning difficult situations into lasting loyalty

• Analyze financial performance reports and implement operational improvements that move the business forward

WHAT WE'RE LOOKING FOR

• 3+ years of automotive service management experience in a franchised dealership -- luxury or premium brand experience strongly preferred

• Proven track record of hitting and exceeding service department KPIs: absorption, CSI, ELR, and technician productivity

• Mercedes-Benz or European brand experience a strong plus

• Demonstrated success building, leading, and retaining high-performing service teams

• Deep knowledge of warranty processes, manufacturer compliance standards, and fixed ops best practices

• Reynolds & Reynolds or CDK experience preferred

• Strong financial acumen -- able to read, interpret, and act on service department financials with confidence

• A leader who earns trust through consistency, integrity, and a genuine investment in their people

• A hospitality mindset -- you understand that service management is guest experience management

WHAT WE OFFER

• Income potential of $100,000 - $150,000+ annually

• Medical, dental, and vision insurance

• Life insurance and supplemental coverage options

• Paid time off and paid holidays

• Paid Mercedes-Benz manufacturer training and ongoing professional development

• Career growth -- service managers at Swickard have a direct path to fixed ops director and multi-store leadership

• Employee vehicle purchase and service discounts

• The backing of a nationally recognized, fast-growing dealer group with deep operational infrastructure

WHY MERCEDES-BENZ OF PALO ALTO

• Mercedes-Benz of Palo Alto sits in the heart of Silicon Valley -- a market where the guest base is affluent, sophisticated, and expects a service experience that reflects the vehicle they drive

• Mercedes-Benz is one of the most prestigious luxury brands in the world -- strong brand equity and a loyal guest base that rewards a service department that consistently delivers

• Swickard is one of the fastest-growing dealer groups in the country -- ranked Top 5 in North America for reputation in the automotive industry

• We invest in our service managers -- with training, tools, and organizational support that removes roadblocks and enables elite execution

• Our HEART values -- Honor, Engage, Anticipate, Respond, Thank -- are the foundation of how we lead, hire, and serve

• A culture where great leadership is recognized, rewarded, and given a clear path to the next level

Mercedes-Benz of Palo Alto is a store with the brand prestige, the market strength, and the organizational support to give the right service leader a genuinely compelling place to grow. The guest base here is demanding -- and a service manager who meets that demand consistently builds a reputation that follows them throughout their career.

We're looking for someone who takes ownership of the numbers, the culture, and the people -- and drives results that reflect the standard this brand and this market demand. If you're a proven service leader ready to make your mark at one of the most respected luxury stores in Silicon Valley -- this is the opportunity you've been building toward.