Assistant Service Manager

Job Purpose

The Assistant Service Manager is responsible for supporting the Service Manager in overseeing daily operations within the Service Department; and also provides support to the Service Advisors. The Assistant Service Manager is a customer facing individual that focuses on the highest levels of Customer Service and ensures the employees exceeds customer expectations by meeting promise times, proper communication, and fixing the Customers' concerns right the first time.

Core Accountabilities

• Maintains shop work to facilitate maximum productivity in accordance with dealership policy and the technician skill level required
• Prioritizes and controls all comebacks to ensure proper and prompt attention
• Reviews proper repair order documentation, i.e., complaint, cause, and correction noted on every repair order with punch time for each operation
• Reviews job status frequently, logging status and reporting any change in time or cost estimates to the appropriate Service Advisor
• Deals directly with all Customer come backs, and ensures proper attention and level of customer satisfaction to meet the Customer's needs
• Maintains timely and professional contact with Service Customers
• Prepares estimates and open and closes repair orders when required
• Provides support in technical questions for the Service Advisors
• Supervises staff when directed by the Service Manager
• Schedules maintenance for Service Department vehicles and equipment.
• Prepares a list of needed Service Department equipment, supplies and required repairs, and reviews with the Service Manager as needed.
• Maintains high customer satisfaction ratings.
• Greets Customers in a timely, friendly manner and obtains vehicle information.
• Refers to service history, inspects vehicle, and recommends additional needed service
• Establishes customer's method of payment. Obtains credit approval, if necessary.
• Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
• Assists Service Manager with implementing and maintaining a Service Marketing Program.
• Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
• Handles telephone inquiries regarding appointments and work in process. Maintains a professional appearance.
• Keeps work area clean.

Requirements

• College or University degree in business or automotive marketing
• Minimum 5 years prior dealership experience.
• Ability to read and comprehend instructions and information.
• Valid Ontario Class G Driver's License: With a clear driver's abstract.
• Communication: Ability to explain technical information clearly.
• Customer Service: Providing excellent service to customers.
• Teamwork: Working effectively with other technicians, service advisors and staff.
• Problem-Solving: Identifying and resolving issues.

Personal Attributes

• Passion, motivation, focus and leadership skills.
• Results focused approach.
• Team player.
• Strong communication skills both written and verbal.
• Ability to maintain confidentiality and professionalism.
• Excellent interpersonal and team building skills.
• Strong time management and organizational skills.
• Honest, courteous and able to demonstrate strong work ethics.
• Driven and ability to work with minimum supervision.

Working Conditions

• Physical Demands: They will stand and move throughout the Dealership but mainly in the Service Department and Shop
• Environmental Factors: They work in well-lit and ventilated area, but may encounter grease, oil, and other fluids when moving through Shop area
• Time Pressure and Stress: The job can be fast-paced, requiring them to manage multiple tasks and meet deadlines.

Job Types: Full-time, Permanent

Pay: $80,000.00-$100,000.00 per year

Work Location: In person