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We are seeking an experienced and results-driven Service Manager to lead the service department at our Ford dealership in Middelburg. The successful candidate will be responsible for the overall management of the workshop, ensuring efficient, high-quality service delivery, strong customer satisfaction, and profitable department performance in line with Ford brand standards. This role requires strong leadership, technical automotive knowledge, and solid business/financial acumen.
Key Responsibilities
Oversee day-to-day operations of the service department, ensuring smooth workflow and workshop efficiency
Manage, mentor, and develop technicians, service advisors, and support staff
Ensure all work is carried out to Ford's quality, warranty, and brand standards
Monitor and drive key department metrics: labour sales, parts sales, productivity, efficiency, and CSI (Customer Satisfaction Index)
Handle customer queries and complaints, ensuring high levels of satisfaction and retention
Manage service department budgets, costs, and profitability targets
Ensure compliance with Ford warranty and service campaign requirements
Maintain accurate records, job cards, and service documentation
Conduct regular staff performance reviews and identify training needs
Liaise with Ford (OEM) representatives on standards, campaigns, and dealership audits
Ensure health, safety, and housekeeping standards are maintained in the workshop
Manage bookings, scheduling, and workshop capacity planning
Requirements
Key Requirements
Grade 12 / Matric (essential); relevant tertiary qualification in Management or Automotive field advantageous
Minimum 5 years' experience in a dealership service department, with at least 2–3 years in a service management or senior advisor role
Previous Ford brand experience strongly preferred (Ford-specific systems, warranty processes, and standards)
Sound technical knowledge of vehicle mechanical and electrical systems
Proven track record of managing a profitable service department (labour sales, parts sales, CSI scores)
Strong leadership and staff management skills — technicians, service advisors, and admin staff
Excellent customer relationship management skills, with ability to handle escalations professionally
Proficiency with dealership management systems (DMS) and Ford diagnostic/warranty platforms
Valid driver's license and own reliable transport
Strong administrative, budgeting, and reporting skills
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