Service Director- Volvo
2 days ago
Service Director
Principle Volvo Cars San Antonio
Principle Volvo Cars San Antonio is seeking a driven, forward-thinking Service Director who thrives on building strong systems, elevating team performance, and driving measurable improvement every day. You bring a mindset rooted in ownership and continuous improvement, committed to advancing both the customer experience and the associates who deliver it. You will join a dealership ready to reach its next level of excellence and benefit from a leader who knows how to create clarity, strengthen teams, and guide a department toward sustained success.
About Us
At Principle Volvo Cars San Antonio, we believe great service starts with great people. Our dealership is consistently recognized as one of the top CSI/OSAT Service departments. Our commitment to unparalleled service starts with valuing, supporting, and empowering our associates to deliver their best every day. We invest in leadership development, operational excellence, and a customer experience that reflects our mission to provide exceptional care. The Volvo brand continues to evolve, and so do we. In 2026, we will move into a new, state-of-the-art facility built to the highest Volvo standards, designed to enhance efficiency, strengthen team collaboration, and elevate the experience for every customer who walks through our doors.
Your Impact
As our Service Director, you will be the heartbeat of the Service department. You will lead with empathy, coach with intention, and manage with a commitment to excellence. Your leadership will shape team performance, set a higher standard for customer care, and drive the operational and financial success of the department. You will set the tone for what great service looks like every customer, every associate, every day.
Responsibilities
Customer Experience and Quality
- Drive CSI and OSAT performance through clear expectations, coaching, and customer recovery efforts.
- Handle customer concerns and ensure consistent, high-quality service delivery that reflects Volvo standards and Principle Automotive's values.
- Oversee the daily schedule, dispatch work efficiently, maximize revenue, and minimize customer wait times.
- Manage shop capacity, ensure proper load balancing, and maintain strong throughput on a daily and weekly basis.
- Ensure the Service Drive, carwash, and all shop areas are prepared for daily operations, including equipment checks and walkthroughs.
- Establish a consistent operational rhythm, including daily huddles, weekly performance reviews, and monthly planning sessions.
- Track all open ROs, ensure accurate accounting, and manage warranty schedules for proper documentation and timely payment.
- Partner with technicians and dealership staff to maintain high repair standards and uphold all OEM policies.
- Recruit, select, and onboard top technician talent to ensure the shop is properly staffed for current and future capacity needs.
- Train, mentor, and coach team members, provide regular feedback, and build a culture of accountability, clarity, and support.
- Maintain adequate staffing levels across advisors, porters, coordinators, and technicians.
- Monitor and evaluate department performance, review production goals, and identify areas for improvement.
- Own key financial outcomes for the service department, including labor sales, expense control, and warranty receivables.
- Maintain accurate records, follow manufacturer and company policies, and document accidents or incidents.
- Proven experience in Service Management at the dealership level, preferably as a Service Director, Assistant Service Director, or high-performing Service Manager
- Demonstrated success leading a service team in a franchised dealership environment
- Strong understanding of fixed operations, including technician management, workflow, warranty administration, and shop capacity planning
- Track record of driving CSI and OSAT performance with measurable results
- Ability to recruit, develop, and retain top technicians and advisors
- Strong business and financial acumen with experience managing labor sales, expense control, and warranty receivables
- Professional appearance, strong communication skills, and a customer-first mindset
- High level of comfort with digital tools, dealership technology, and OEM service systems
- Valid driver's license with a clean driving record
- Ability to pass background and drug screening
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