Service Director

The Service Director is responsible for leading and managing the entire Fixed Operations department, including both Service and Parts. This role ensures operational excellence, profitability, high customer satisfaction, and full compliance with Ford Motor Company processes and warranty requirements. The Director will oversee all service advisors, technicians, parts counter staff, warranty administration, Quick Lane operations, and shop workflow.

Have you got what it takes to succeed The following information should be read carefully by all candidates.

Ford experience is strongly preferred.

Key Responsibilities

Leadership & Management

Provide daily leadership to the Service and Parts teams, ensuring strong communication and a positive culture.

Recruit, train, coach, and develop department staff (service advisors, technicians, parts employees, Quick Lane team).

Set clear performance expectations, KPI goals, and accountability processes.

Create and maintain a productive, safe, and efficient working environment.

Operational Excellence

Manage all elements of Service and Parts operations, including dispatch, workflow, scheduling, shop loading, technician productivity, and parts inventory strategies.

Strengthen warranty processes, quality control, and compliance with Ford policies (including OASIS, recalls, SSSC, FSA, and warranty documentation standards).

Oversee Quick Lane efficiency and customer throughput.

Maintain strong working relationships with Ford regional teams, FMC field reps, and warranty auditors.

Financial & KPI Management

Drive profitability for both departments by managing labor gross, parts gross, effective labor rate, CP hours, warranty efficiency, and expense control.

Achieve NADA-benchmarked performance in hours per RO, upsell penetration, and technician proficiency.

Reduce parts obsolescence, improve special-order parts accuracy, and maintain proper inventory levels.

Develop and execute monthly department forecasts, budgets, and growth strategies.

Customer Experience

Ensure a high-level customer experience on every RO, maintaining top-tier Ford Service Experience Index (NPS) scores.

Implement consistent processes for write-up, multi-point inspections, communication, follow-up, and delivery.

Resolve customer concerns and escalations professionally and promptly.

Oversee service marketing efforts and retention programs (service reminders, maintenance packages, etc.).

Process, Compliance & Safety

Maintain strict adherence to Ford, state, and federal guidelines, including warranty, safety, and environmental standards.

Lead regular process audits and implement corrective actions where needed.

Ensure proper utilization of dealership systems such as Xtime, CDK / Reynolds, vAuto (for internal), and Ford DMS integrations.

Parts Department Oversight

Oversee the Parts Manager and all parts operations (retail, wholesale, internal, and Quick Lane supply).

Ensure accurate stocking levels, bin integrity, and proper ordering practices.

Manage parts-to-service collaboration to minimize delays and increase RO efficiency.

Maintain target days-supply, reduce aged inventory, and enforce lost-sales reporting.

Required Qualifications

Ford dealership experience strongly preferred (service manager or fixed operations background).

Minimum 3–5 years of service management or fixed operations leadership.

Strong understanding of Ford warranty administration, diagnostics process, recall management, and FMC systems.

Proven track record of driving department growth, increasing CSI / SEI, and improving operational KPIs.

Ability to multitask and manage multiple teams in a fast-paced environment.

Strong leadership, communication, and conflict-resolution skills.

Proficient with dealership software (Dealertrack, Xtime, Parts Inventory Systems, Ford OASIS, PTS, DMS integrations).

Preferred Attributes

High energy, team-first leadership style.

Process-driven mindset with relentless follow-up.

Exceptional customer service philosophy.

Ability to mentor and develop future leaders within Fixed Ops.

Strong understanding of dealership financial statements, forecasting, and expense control.

Compensation & Benefits

Competitive salary + performance-based bonus structure

Health, dental, and vision insurance options

Paid time off and holidays

401(k) with available employer match

Company vehicle or demo allowance (optional)

Ford training and ongoing leadership development