Job Location : all cities,OH, USA
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
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