Service Manager

Job Description We are seeking an experienced and results-driven Service Manager to lead our Cadillac service department, delivering a premium ownership experience aligned with Cadillac’s luxury brand standards. This role is responsible for driving profitability, ensuring operational excellence, and maintaining exceptional customer satisfaction for a discerning client base.

The ideal candidate understands the expectations of luxury automotive clients and can lead a high-performing team while maintaining Cadillac’s commitment to precision, innovation, and customer care. Duties & Responsibilities Forecast departmental goals and objectives in alignment with Cadillac performance standards Ensure all operations meet Cadillac / OEM warranty, compliance, and customer experience guidelines Lead service team to deliver a white-glove luxury service experience Oversee vehicle diagnostics and repairs, ensuring accuracy and efficiency Develop and manage the service department’s annual operating budget Monitor technician productivity, efficiency, and quality of work Maintain strong CSI (Customer Satisfaction Index) scores consistent with Cadillac expectations Hire, train, motivate, and evaluate service department staff Manage inventory and parts to ensure availability for Cadillac vehicles and minimize downtime Negotiate pricing and service recommendations with customers professionally and transparently Ensure compliance with all federal, state, and local regulations (OSHA, hazardous waste, etc.)

Address and resolve customer concerns with a focus on retention and brand loyalty Track financial performance, expenses, and profitability metrics Assign and schedule work based on technician skill level and shop capacity Follow up with customers to ensure satisfaction and long-term relationship building Stay current on Cadillac technologies, EV advancements, and service procedures through ongoing training Perform additional duties as assigned Required Skills & Abilities Valid driver’s license with clean driving record Strong knowledge of Cadillac vehicles, GM systems, and advanced automotive technology (including EVs) Proven ability to deliver a luxury-level customer experience Excellent leadership, communication, and conflict-resolution skills Ability to diagnose vehicle issues and oversee complex repair processes Strong organizational and financial management skills Ability to thrive in a fast-paced, high-expectation environment Proficiency in Microsoft Office and dealership management systems Education & Experience Bachelor’s degree or equivalent experience preferred Minimum 5+ years as an automotive service advisor or writer required Prior luxury dealership or Cadillac/GM service management experience Physical Requirements Prolonged periods of standing and working on a computer Ability to lift up to 25 pounds Benefits Generous compensation based on performance/experience Benefits available – Medical, Dental, Vision, Life, 401(k), Paid Time Off Positive and family-friendly atmosphere Paid training and advancement opportunities