Service Manager

GW AUTO, LLC • Full-time • Englewood Cliffs, New Jersey, United States • $150k - $200k / year • 2d ago

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