Commercial Service Manager

Position Summary

The Commercial Service Manager is responsible for the leadership, performance, and profitability of the dealership's commercial and fleet service operation. This role oversees day-to-day operations, financial performance, customer satisfaction outcomes, and the physical facility supporting the business.

This position carries full P&L responsibility and is accountable for ensuring the operation runs efficiently, professionally, and in alignment with OEM standards and dealership expectations. The Commercial Service Manager leads through systems, processes, and people to deliver consistent results.

Key Responsibilities

Financial & Operational Leadership

• Own the overall profitability (P&L) of the commercial service division
• Develop and execute strategies to drive revenue growth, margin improvement, and cost control
• Establish budgets, forecasts, and performance targets
• Monitor KPIs including labor efficiency, effective labor rate, parts gross, cycle time, and capacity utilization
• Adjust staffing, scheduling, and workflow to support demand and growth

Facility & Equipment Oversight

• Oversee the commercial service facility and all related equipment, ensuring it is:
  • Properly maintained and fully operational
  • Clean, organized, and professional in appearance
  • Safe and compliant with all regulations and dealership standards
• Establish and enforce standards for shop organization, tool control, and equipment readiness
• Partner with dealership leadership on capital planning, equipment investments, and facility improvements
• Ensure the physical environment reflects a high-performing commercial operation

Customer Satisfaction & OEM Performance

• Take primary responsibility for OEM customer satisfaction survey results related to commercial and fleet      service
• Establish processes and accountability to drive consistently strong satisfaction scores
• Ensure survey data, trends, and root causes are reviewed regularly and addressed promptly
• Hold leaders and staff accountable for behaviors and outcomes that impact the customer experience
• Support resolution of escalated customer concerns when necessary

Team Leadership & Development

• Recruit, train, and lead a high-performing commercial service team
• Define clear roles, responsibilities, and performance expectations
• Coach leaders and frontline staff to improve execution, professionalism, and accountability
• Promote a culture of safety, teamwork, and continuous improvement
• Ensure technicians maintain appropriate training and certifications

Customer Experience Oversight

• Design and oversee the structure for commercial and fleet customer support
• Ensure consistent communication, accurate estimating, and quality service execution
• Guide pricing strategies, maintenance programs, and service agreements
• Maintain visibility into key accounts and overall customer experience

Business Development & Market Growth

• Identify opportunities to grow commercial and fleet service business
• Collaborate with sales, marketing, and fixed operations leadership on commercial initiatives
• Build strategic relationships with local businesses, municipalities, and fleet operators
• Represent the dealership as a senior leader in commercial engagements

OEM & Compliance Alignment

• Ensure alignment with OEM requirements and dealership policies
• Maintain required certifications and operational standards
• Implement standardized processes for scheduling, dispatch, billing, warranty, and reporting

Qualifications & Experience

• 5+ years of automotive service, fleet service, or fixed operations leadership experience
• Proven success managing financial performance and operational accountability
• Experience overseeing service facilities and equipment in a high-volume environment
• Strong understanding of customer satisfaction metrics and OEM survey processes
• Demonstrated ability to lead teams and enforce standards
• Proficiency with DMS and service performance reporting tools
• Valid driver's license

Core Leadership Competencies

• Financial discipline and operational rigor
• High standards for facility, process, and execution
• Customer experience accountability
• Data-driven decision making
• Clear, consistent leadership and follow-through

Compensation & Benefits (High-Level)

• Competitive base salary
• Performance-based incentives tied to profitability and customer satisfaction results
• Comprehensive benefits package (medical, dental, vision, 401(k), PTO)
• Opportunity to lead and grow a scalable commercial service operation