A well-run service center earns steady revenue for a dealership and keeps customers coming back. The service director is the person in charge of it. This guide explains the job and the path that usually leads to it.
At a glance
| Role | Leads the whole service department: advisors, dispatchers and technicians |
|---|---|
| Entry level? | No; people work their way up |
| Experience | Often at least three years as a service manager or director |
| Education | A GED or equivalent, depending on the dealership; a bachelor's degree is often not required |
| Helpful extras | Vocational training, a certification in the field, a second language |
What the job involves
The service director makes sure the department runs smoothly and stays profitable. Everyone in the service center reports to this role, including service advisors, dispatchers and technicians. The exact duties differ between dealerships, but they usually fall into a few areas.
Running the service center
- Setting goals that keep the department efficient
- Reporting on the service center to upper management
- Assigning work to technicians so jobs turn around quickly
- Working with the parts manager and other leaders on all of fixed operations
Leading the team
- Hiring and managing service staff
- Evaluating performance
- Managing the workflow through leadership, software and good internal practices
Customers, budgets and software
- Handling complaints, answering online reviews and dealing quickly with other customer issues
- Managing operating expenses, preparing the department budget and looking for savings
- Staying fluent in the dealership's systems and using them to track inventory and work more efficiently
At smaller dealerships the director may still inspect and repair cars, but that is less common. Mostly, this is a management job.
Skills that matter
- Strong leadership and team building, the heart of the role
- The ability to grow a service team
- A track record of excellent customer service
- Computer skills
- Budgeting and cost control
How to get there
- Start in the service department. Many directors began as parts specialists, service advisors or assistant service managers.
- Gain experience in several roles. Dealerships care more about time in the field than about a degree, so learn the department from different seats, including management.
- Become a service manager. The two jobs share most of their skills, and many dealerships want at least three years as a service manager or director.
- Stand out. Vocational training, a certification in the field or speaking a second language can set you apart.
Is it right for you?
If you have run a service lane and enjoy building teams more than turning wrenches, the director role is the next level. It rewards people who can keep many moving parts on schedule and on budget.
Looking for a job in the car business?
See the open positions at Kendall FL Auto, including service roles, and apply online.