Job Title: Service Manager – Toyota Dealership

Position Summary

The Service Manager is responsible for the overall performance, leadership, and profitability of the Service Department. This role drives customer satisfaction, employee development, operational efficiency, and financial performance in alignment with Toyota standards and dealership objectives.

The Service Manager leads all service advisors, technicians, support staff, and works closely with Parts and Sales to deliver a best-in-class ownership experience.

Key Responsibilities

Department Leadership & Culture

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  Lead, coach, and develop service advisors, technicians, and support staff

  
  


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  Establish clear expectations and accountability standards

  
  


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  Create a culture focused on customer experience, urgency, and professionalism

  
  


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  Conduct regular performance reviews and daily production meetings

  
  


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  Recruit, hire, and retain top service talent

  
  

Customer Experience

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  Ensure adherence to Toyota customer service standards

  
  


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  Drive high CSI (Customer Satisfaction Index) scores

  
  


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  Resolve escalated customer concerns professionally and promptly

  
  


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  Implement proactive communication processes (texting, MPI videos, follow-up calls)

  
  


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  Monitor online reviews and reputation management

  
  

Operational Performance

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  Monitor and manage:

  
  
  
  
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    Effective Labor Rate (ELR)

    
    
  
  
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    Hours Per Repair Order (HPRO)

    
    
  
  
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    Technician productivity & proficiency

    
    
  
  
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    Warranty compliance and claim accuracy

    
    
  
  
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    Appointment scheduling efficiency

    
    
  
  
  
  


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  Optimize shop workflow between Main Shop and Express / Quick Lane

  
  


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  Ensure proper dispatching and technician utilization

  
  

Financial Management

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  Achieve monthly gross profit objectives

  
  


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  Control departmental expenses

  
  


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  Manage technician payroll and compensation plans

  
  


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  Oversee parts-to-labor ratios

  
  


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  Partner with Controller / Accounting on financial reporting

  
  


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  Maintain strong warranty receivables control

  
  

Toyota Compliance & Programs

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  Ensure compliance with Toyota policies and warranty procedures

  
  


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  Maintain Toyota certifications and training standards

  
  


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  Implement Toyota service initiatives (MPI process, service lane experience, retention programs)

  
  


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  Prepare for and manage Toyota audits and performance reviews

  
  

Process Development

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  Continuously evaluate and improve:

  
  
  
  
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    Intake process

    
    
  
  
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    Vehicle walk-around standards

    
    
  
  
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    Multi-Point Inspection (MPI) execution

    
    
  
  
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    Repair order quality

    
    
  
  
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    Follow-up process

    
    
  
  
  
  


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  Drive innovation and continuous improvement

  
  

Qualifications

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  5+ years automotive service management experience preferred

  
  


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  Toyota dealership experience strongly preferred

  
  


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  Proven track record of improving CSI and departmental profitability

  
  


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  Strong leadership and communication skills

  
  


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  Deep understanding of service department financial metrics

  
  


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  Experience with dealership management systems (CDK, Dealertrack, etc.)

  
  


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  Ability to manage conflict and customer escalations

  
  

Key Performance Indicators (KPIs)

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  CSI Score

  
  


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  Gross Profit

  
  


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  Effective Labor Rate

  
  


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  Technician Productivity & Proficiency

  
  


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  Expense Control

  
  


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  Warranty Claim Accuracy

  
  


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  Customer Retention %

  
  

Compensation Structure (Typical)

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  Base Salary + Performance Bonus

  
  


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  Bonus tied to:

  
  
  
  
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    Gross Profit

    
    
  
  
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    CSI Performance

    
    
  
  
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    Expense Control

    
    
  
  
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    Department Growth

    
    
  
  
  
  


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  Benefits package (Health, 401k, PTO, etc.)

  
  

If you'd like, I can also provide:

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  A high-performance version (more aggressive growth-focused)

  
  


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  A corporate formal version

  
  


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  A job posting version for Indeed

  
  


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  Or a comp plan built specifically around Toyota KPIs