Automotive Service Director - KENWOOD DEALER GROUP : Job Details

Service Director – Multi-Location Automotive Group

Location: Mason, OhioReports To: Executive LeadershipDepartment: Fixed Operations (Service)

Position Summary

We are seeking a dynamic, strategic, and results-driven Service Director to help lead all aspects of Service operations across multiple dealership locations. This senior-level role is responsible for driving profitability, operational efficiency, and customer satisfaction while developing high-performing teams and scalable processes.

Key Responsibilities

Provide strategic leadership to Service departments across multiple locations.

Develop and implement operational strategies, policies, and best practices to enhance efficiency and customer satisfaction.

Establish and monitor KPIs, and performance goals for each Store.

Lead training and development initiatives for service advisors, technicians, and service staff.

Assist Stores to ensure compliance with OEM guidelines, warranty processes, safety standards, and regulatory requirements.

Analyze financial statements and departmental reports to identify growth opportunities.

Help manage vendor relationships and manufacturer programs/incentives.

Discover and help to implement technology solutions to modernize the customer experience (e.g., texting tools, technician videos, pickup/drop-off services).

Help stores to foster a customer-first culture focused on retention and repeat business.

Qualifications

Minimum 7–10 years of experience in dealership fixed operations, including 5+ years in a leadership role.

Experience managing teams of 15+ employees.

Strong knowledge of DMS systems (CDK, Reynolds & Reynolds, Dealertrack).

Strong Knowledge of X time and Video MPI.

OEM certification and training credentials are a plus.

Excellent leadership, communication, and interpersonal skills.

High level of business acumen and financial literacy.

Ability to work independently and be self-motivated.

Professional appearance and strong work ethic.

Great attitude with a high-energy personality.

Performance Metrics

Customer Satisfaction Index (CSI)

Fixed absorption rate

Service and parts gross/net profit margins

Labor productivity and efficiency

Warranty and internal labor recovery

Technician and advisor retention rates

Medical, dental, and vision insurance

401(k) with company match

Paid time off & paid holidays

Employee discounts on vehicles, service & parts

Paid life insurance

Working Conditions

Fast-paced dealership environment with frequent staff and customer interaction.

Flexibility to work evenings and weekends as needed.

Kenwood Dealer Group is an Equal Opportunity Employer