Service Manager

Service Manager – Suntrup Ford Kirkwood

Location: Kirkwood, MO
Company: Suntrup Auto Group – Suntrup Ford Kirkwood

Suntrup Ford Kirkwood is seeking a proven, hands-on Service Manager to lead daily operations of our service department while driving profitability, customer satisfaction, and team development.

This role is ideal for a strong leader who thrives in a fast-paced dealership environment, values process and accountability, and is passionate about delivering exceptional customer experiences. The Service Manager will oversee service advisors, technicians, and support staff while working closely with upper management to implement best practices and achieve departmental goals.

• Oversee all daily service department operations, including workflow, scheduling, repair orders, and production
• Ensure efficient shop throughput and proper utilization of technicians
• Maintain strong CSI scores and customer retention through consistent communication and service standards
• Enforce dealership processes, including digital inspection tools, estimate approvals, and customer updates

• Drive service gross profit, labor sales, effective labor rate (ELR), and parts-to-labor ratio
• Monitor and manage department KPIs including hours per RO, gross per RO, comeback rate, and productivity
• Control expenses while maximizing revenue opportunities
• Work with management to develop monthly goals and action plans

• Lead, coach, and motivate service advisors, technicians, and support staff
• Conduct regular performance reviews and training
• Foster a positive, accountable, and high-performing culture
• Recruit and onboard new team members as needed

• Ensure customers receive timely updates and transparent recommendations
• Resolve escalated customer concerns professionally and efficiently
• Promote Suntrup’s customer-first philosophy and loyalty programs

• Ensure adherence to Ford warranty policies and dealership procedures
• Maintain proper documentation and quality control
• Implement and enforce operational systems (scheduling, inspections, CRM/service software)

• Minimum 3–5 years of experience as a Service Manager or Assistant Service Manager in an automotive dealership (Ford experience preferred)
• Strong understanding of fixed operations KPIs and financial performance
• Proven ability to lead and develop teams
• Excellent communication and customer service skills
• Highly organized with strong problem-solving abilities
• Comfortable working in a performance-driven environment

• Competitive compensation (base + performance incentives)
• Health, dental, and vision benefits
• 401(k)
• Paid time off
• Career growth opportunities within Suntrup Auto Group
• A supportive, family-owned dealership culture focused on long-term success

Suntrup Auto Group has proudly served the St. Louis area for over 30 years. Our mission is built on exceptional service, strong relationships, and continuous improvement. We are committed to providing our employees with opportunities to grow while delivering outstanding experiences to our customers.