Service-Assistant Manager

Responsibilities

• Support the day-to-day operation in the Service Department and Service Manager
• Take ownership of the customer’s experience by carrying out the additional assignments that allow the dealership to leave a positive impression on the customer.
• Ensure that the daily inventory of technician’s time is consistently sold to service customers.
• Distribute work between technicians efficiently.
• Coordinate and maintain strong working relationships with other department heads.
• Lead in supporting best practices and implementing common processes throughout the Service Dept.
• Develop and maintain effective Service Department processes to ensure internal and external customer satisfaction.
• Prepare all reports regarding the service department, ensure reports to be error free and submit them to the service manager in a timely manner.
• Assist with creating and modifying procedures for all department personnel to ensure the highest level of customer satisfaction with all customers; internal and external.
• Keep up with the progress of all vehicles in the shop, ensure customers are staying informed on the progress of their vehicles, estimated costs, parts ordering, additional repairs needed, and estimated time of completion.
• Ensure the customer is contacted as soon as the vehicle is completed, explain the repairs and the charges to the customer.
• Ensure there have been follow-up calls made, and the repairs were completed correctly to the customer’s satisfaction.
• Be able to listen to customers’ concerns and communicate in a professional manner with all customers.
• Continue to develop strategies on retaining current customers, new customers, continuing to build your relationship with each customer.
• Assist in developing the service department, making sure it is appropriately staffed based on the dealership’s needs.
• Ensure that technicians write complete and accurate stories.
• Ensure the department is documenting all customer interactions on any repair orders.
• Help to maintain a clean and safe work environment which would include the office, shop and parking lot.
• Inform the Service Manager of any tools or shop equipment that needs maintenance or replacement.
• Must understand and comply with International and other vendors policies and warranty.
• Ensure that all repair orders are closed correctly and quickly.
• Must be able to rearrange workloads to accommodate walk in customers.
• Be able to assist in managing the Service Writers/Advisors in conjunction with the Service Manager.
• In the absence of the Service Manager, the Assistant Manager will be responsible for all decisions related to the Service Department.

• Can work with the public.
• Strong problem-solving skills are required.
• Strong Organizational and time management skills required.
• Strong industry knowledge.
• Excellent leadership, communication, sales, and customer service skills.