Service Manager
Advius · Mpumalanga
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- We are seeking an experienced and results-driven Service Manager to lead the service department at our Ford dealership in Middelburg. The successful candidate will be responsible for the overall management of the workshop, ensuring efficient, high-quality service delivery, strong customer satisfaction, and profitable department performance in line with Ford brand standards. This role requires strong leadership, technical automotive knowledge, and solid business/financial acumen.
Key Responsibilities
- Oversee day-to-day operations of the service department, ensuring smooth workflow and workshop efficiency
- Manage, mentor, and develop technicians, service advisors, and support staff
- Ensure all work is carried out to Ford's quality, warranty, and brand standards
- Monitor and drive key department metrics: labour sales, parts sales, productivity, efficiency, and CSI Customer Satisfaction Index
- Handle customer queries and complaints, ensuring high levels of satisfaction and retention
- Manage service department budgets, costs, and profitability targets
- Ensure compliance with Ford warranty and service campaign requirements
- Maintain accurate records, job cards, and service documentation
- Conduct regular staff performance reviews and identify training needs
- Liaise with Ford OEM representatives on standards, campaigns, and dealership audits
- Ensure health, safety, and housekeeping standards are maintained in the workshop
- Manage bookings, scheduling, and workshop capacity planning
Requirements Key Requirements
- Grade 12 / Matric essential; relevant tertiary qualification in Management or Automotive field advantageous
- Minimum 5 years' experience in a dealership service department, with at least 2–3 years in a service management or senior advisor role
- Previous Ford brand experience strongly preferred Ford-specific systems, warranty processes, and standards
- Sound technical knowledge of vehicle mechanical and electrical systems
- Proven track record of managing a profitable service department labour sales, parts sales, CSI scores
- Strong leadership and staff management skills — technicians, service advisors, and admin staff
- Excellent customer relationship management skills, with ability to handle escalations professionally
- Proficiency with dealership management systems DMS and Ford diagnostic/warranty platforms
- Valid driver's license and own reliable transport
- Strong administrative, budgeting, and reporting skills
- Based in or willing to relocate to Middelburg