Service Director – Multi-Location Automotive Group

Location: Mason, Ohio
Reports To: Executive Leadership
Department: Fixed Operations (Service)

Position Summary

We are seeking a dynamic, strategic, and results-driven Service Director to help lead all aspects of Service operations across multiple dealership locations. This senior-level role is responsible for driving profitability, operational efficiency, and customer satisfaction while developing high-performing teams and scalable processes.

Key Responsibilities

• Provide strategic leadership to Service departments across multiple locations.

• Develop and implement operational strategies, policies, and best practices to enhance efficiency and customer satisfaction.

• Establish and monitor KPIs, and performance goals for each Store.

• Lead training and development initiatives for service advisors, technicians, and service staff.

• Assist Stores to ensure compliance with OEM guidelines, warranty processes, safety standards, and regulatory requirements.

• Analyze financial statements and departmental reports to identify growth opportunities.

• Help manage vendor relationships and manufacturer programs/incentives.

• Discover and help to implement technology solutions to modernize the customer experience (e.g., texting tools, technician videos, pickup/drop-off services).

• Help stores to foster a customer-first culture focused on retention and repeat business.

Qualifications

• Minimum 7–10 years of experience in dealership fixed operations, including 5+ years in a leadership role.

• Experience managing teams of 15+ employees.

• Strong knowledge of DMS systems (CDK, Reynolds & Reynolds, Dealertrack).

• Strong Knowledge of X time and Video MPI.

• OEM certification and training credentials are a plus.

• Excellent leadership, communication, and interpersonal skills.

• High level of business acumen and financial literacy.

• Ability to work independently and be self-motivated.

• Professional appearance and strong work ethic.

• Great attitude with a high-energy personality.

Performance Metrics

• Customer Satisfaction Index (CSI)

• Fixed absorption rate

• Service and parts gross/net profit margins

• Labor productivity and efficiency

• Warranty and internal labor recovery

• Technician and advisor retention rates

Perks & Benefits:

• Medical, dental, and vision insurance

• 401(k) with company match

• Paid time off & paid holidays

• Employee discounts on vehicles, service & parts

• Paid life insurance

Working Conditions

• Fast-paced dealership environment with frequent staff and customer interaction.

• Flexibility to work evenings and weekends as needed.

Kenwood Dealer Group is an Equal Opportunity Employer