Job Overview

We are seeking an experienced and highly driven Director of Service to provide strategic leadership and operational oversight across our seven dealership locations.

This is a senior leadership opportunity for an accomplished automotive service professional who understands the demands of high-volume dealership operations and knows how to build strong teams, improve processes, increase profitability, and deliver an exceptional customer experience.

The Director of Service will work closely with Service Managers, dealership leadership, and the executive team to establish consistent standards across all locations while ensuring each service department achieves its operational, financial, and customer satisfaction objectives.

Duties and Responsibilities:

Multi-Location Leadership

· Provide overall leadership and direction for Service Departments across seven dealership locations.

· Coach, mentor, and support Service Managers and other service leadership personnel.

· Establish consistent service processes, standards, expectations, and accountability across all locations.

· Regularly visit dealership locations to review operations, identify opportunities, and support management teams.

· Build a strong culture of leadership, teamwork, communication, and continuous improvement.

Financial & Operational Performance

· Drive Service Department profitability, productivity, efficiency, and revenue growth.

· Establish and monitor departmental budgets, forecasts, labour sales, gross profit, expenses, and other key financial metrics.

· Review monthly financial statements and operational reports and develop corrective action plans where required.

· Monitor technician productivity, proficiency, labour utilization, effective labour rate, shop capacity, and work-in-process.

Customer Experience

· Lead initiatives to improve customer satisfaction, retention, and loyalty across all locations.

· Monitor manufacturer CSI and other customer satisfaction measurements.

· Support Service Managers in resolving escalated customer concerns professionally and effectively.

· Establish processes that improve communication, appointment flow, vehicle turnaround time, and overall customer experience.

· Promote a customer-first culture while maintaining robust financial performance.

Team Development

· Recruit, develop, coach, and retain high-performing Service Managers, Advisors, Technicians, Dispatchers, and support staff.

· Identify training and development opportunities for service employees and leadership teams.





· Establish measurable performance expectations and ensure regular coaching and accountability.

· Support succession planning and leadership development across the organization.

· Work closely with Human Resources regarding recruitment, employee relations, performance management, and organizational development.

Process & Performance Improvement

· Review existing service processes and implement best practices across all dealerships.

· Develop standardized procedures for scheduling, dispatch, customer communication, repair-order management, quality control, and follow-up.

· Use dealership management systems and reporting tools to identify trends and opportunities.

· Ensure accurate repair-order documentation and appropriate controls around warranty, internal, and customer-pay work.

· Develop and monitor departmental KPIs and regularly report results to senior leadership.

Manufacturer & Compliance Responsibilities

· Ensure compliance with manufacturer policies, warranty requirements, dealership standards, and operating procedures.

· Work with manufacturer representatives regarding service performance, training, programs, and operational requirements.

· Support dealerships in achieving manufacturer service objectives and certifications.

· Ensure Service Departments operate in accordance with company policies and applicable regulatory requirements.

Health & Safety

· Promote a strong health and safety culture throughout all Service Departments.

· Work collaboratively with Human Resources and Occupational Health & Safety leadership to ensure safe work practices are followed.

· Ensure managers address hazards, incidents, equipment concerns, housekeeping, PPE, training, and corrective actions promptly.

· Promote accountability for safety at all levels of the organization.

Qualifications The successful candidate will ideally have:

· 10+ years of automotive dealership service experience.

· 5+ years in senior Service Management, Fixed Operations, or multi-location leadership.

· Demonstrated experience managing a high-volume dealership Service Department.

· Proven ability to lead and develop Service Managers and large operational teams.





· Strong understanding of dealership fixed-operations financial statements and performance metrics.

· Demonstrated success improving profitability, productivity, CSI, and customer retention.

· Strong knowledge of technician productivity, labour management, warranty processes, shop capacity, and service workflow.

· Excellent leadership, coaching, communication, and conflict-resolution skills.

· Strong financial and analytical abilities.

· Ability to manage competing priorities and make effective decisions in a fast-paced environment.

· Strong organizational skills with the ability to establish structure and accountability across multiple locations.

· Experience working with dealership management systems and manufacturer reporting platforms.

· Valid driver’s licence and ability to travel regularly between dealership locations.

The Ideal Candidate

You are a strong operational leader who is equally comfortable reviewing a financial statement, coaching a Service Manager, walking a busy shop floor, resolving a customer concern, or developing a long-term strategy.

You understand that successful Service Departments require more than strong sales numbers. They require disciplined processes, engaged employees, strong leadership, excellent communication, customer trust, and consistent accountability.

You are comfortable entering busy environments, identifying what is working and what is not, and helping leaders put practical solutions in place.

Most importantly, you understand how to develop people and build successful teams while driving measurable business results.

What We Offer

· Senior leadership opportunity with an established automotive dealership group.

· Responsibility for seven dealership locations.

· Competitive compensation package.

· Performance-based incentive opportunities.

· Comprehensive benefits package.

· Vehicle or vehicle allowance, where applicable.

· Opportunities for professional development and continued growth.

· The opportunity to have a significant impact on the future direction of our Service operations.

Apply Today

If you are an experienced automotive service leader looking for an opportunity to oversee multiple locations, develop strong teams, and help drive the continued growth of a successful dealership group, we would like to hear from you.

Benefits

- Company car
- Company events
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Work Location: In person

📌 Regional Director of Service (Mount Pearl)
🏢 O'Neill Motors
📍 Mount Pearl