Service Manager - Glenelg BMW (Full-Time)

Are you looking to be part of a high-performing team that values their team members?

At Jowett Motor Group, we're proud of our award-winning team and our reputation for delivering high quality service. Since opening our Honda dealership in Doncaster in 2001, we've grown to include many more dealerships, becoming a leading name in the automotive industry.

Joining the Jowett Motor Group family means becoming part of a business that looks after our people. Our family-owned and operated business supports a strong workplace culture based on family values. We're here to deliver outstanding experiences—for our team members, customers, and our brand partners.

Whether you're buying a car, building a career, or forging meaningful partnerships, we believe that exceptional experiences make life better. As a progressive, award-winning group with multiple BMW, MINI, Honda, Audi, Geely and Chery dealerships, we create those experiences every day.

Our team is growing, and we need you!

Join us as a Service Manager at Glenelg BMW, and help us achieve excellence - for our clients, our business and your rewarding career.

About The Role:

The Service Manager is responsible for the daily operations of the Service Department, ensuring a seamless customer experience, optimising workshop productivity, and achieving all service-related KPIs. This role requires strong leadership, process discipline, and the ambition to exceed performance targets, while upholding the premium standards of BMW, MINI, and Motorrad.

Key Responsibilities

1. Leadership & Team Management
2. KPI Achievement & Reporting
3. Compliance & Safety

• Lead, coach, and motivate service advisors, workshop controllers, and technicians to deliver exceptional service outcomes.
• Maintain a positive, accountable, and performance-driven team culture.
• Conduct regular team briefings, skills training, and individual performance reviews.

2. Operational Excellence

• Manage daily service operations, including bookings, workshop loading, job allocation, and vehicle quality control.
• Ensure labour efficiency, productivity, and utilisation meet or exceed targets.
• Oversee the workshop schedule to optimise throughput and minimise customer wait times.
• Maintain Retail. Next and BMW brand presentation standards in the workshop and customer areas.

3. Customer Experience

• Ensure every customer interaction reflects the BMW premium ownership experience.
• Resolve service-related escalations quickly and professionally, implementing preventative solutions.
• Actively monitor and drive improvement in CSI/NPS scores.
• Promote upsell opportunities, including service packages, accessories, and maintenance programs.
• Translate departmental KPIs into clear daily, weekly, and monthly targets for the service team.
• Track and report on performance, adjusting strategies where required to stay on target.
• Collaborate with the Aftersales Manager on strategic initiatives to grow service revenue and retention.
• Ensure all service operations comply with BMW Australia warranty and policy guidelines.
• Maintain full compliance with WHS legislation and safe workshop practices.
• Ensure all documentation, repair orders, and service records are accurate and complete.

Key Performance Indicators (KPIs)

• Labour efficiency ≥ benchmark.
• CSI/NPS scores meeting or exceeding manufacturer targets.
• Workshop utilisation at or above capacity targets.
• Increased upsell penetration rates (service packages, accessories).
• Reduced comeback and rework rates.

Skills, Experience & Attributes

Essential:

• Proven leadership experience in a service management or workshop control role (automotive).
• Strong understanding of workshop processes, labour management, and customer service.
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication and interpersonal skills.

Desirable:

• Luxury brand service management experience (BMW preferred).
• Familiarity with BMW systems (ISTA, Retail.Next, DMS).
• Knowledge of EV servicing and future mobility trends.

Personal Attributes:

• Process-driven and results-focused.
• Strong leadership presence with the ability to inspire and develop a team.
• Passionate about delivering the highest level of customer satisfaction.
• Commercially astute with an eye for efficiency and profitability.

Why Jowett Motor Group?

We’re a highly successful business driven by family values - and like a family, we’ll take care of you.

Teamwork and family values are at our core. You’ll belong to a respectful, authentic and passionate team of people and leaders who champion each other, celebrate our successes and know that ‘life happens’.

We keep improving as we grow and growing as we improve. You’ll have plenty of opportunities to upskill, gain new knowledge and experiences, and progress your career.

You'll also enjoy a range of other benefits:

Ready to accelerate your career?

Join Jowett Motor Group and achieve your potential.

For more information about a career at Jowett Motor Group, please check out our website www.jmgpl.com.au/careers

Jowett Motor Group’s continued success is thanks to every person on our team and the different perspectives, experiences and strengths they bring. To take our inclusive business into an even better future, we know we need talented people from diverse backgrounds, genders, ages and cultures, and we strongly encourage people from all walks of life to apply.

We are proud of our people and the service we offer, and we are keen to add the right person to our team. If you believe you embody the attitude and people orientation that we are seeking, then please apply today.

PLEASE NOTE: All successful candidates will be required to complete a National Police Check prior to commencement.