Assistant Service Manager

DESCRIPTION:

Exciting Job Opportunity: Assistant Service Manager

Are you passionate about the automotive industry and looking to advance your career in a dynamic and customer-focused environment? We have an exciting opportunity for an enthusiastic and driven individual to join our team as an Assistant Service Manager.

About Us

We pride ourselves on delivering exceptional service and quality repairs to our valued customers. As an industry leader, we are committed to continuous improvement and excellence in customer satisfaction.

What We Offer

• Competitive Salary and Benefits: Enjoy a competitive salary, comprehensive benefits package, and opportunities for bonuses based on performance.
• Career Growth: We believe in promoting from within and provide ample opportunities for career advancement and professional development.
• Supportive Environment: Work in a collaborative and supportive environment where your contributions are valued and recognized.
• Training: Receive ongoing training to stay updated with the latest industry trends and best practices.

PURPOSE OF JOB:

This position is responsible for providing superior customer relations and sales service experiences, ensuring the customer and vehicle-related problems are addressed properly.

JOB DUTIES:

Service Sales:

• Consultative Selling: Identify and sell the appropriate repairs and services based on customers' needs.
• Service Recommendations: Present a comprehensive service menu of recommended maintenance services to every customer.
• Accurate Pricing: Utilize appropriate parts sources and labor-pricing guides to obtain accurate parts and labor prices.
• Cost Estimates: Provide every customer with an accurate cost estimate when the repair order is initially written.
• Approval Process: Secure written approval from customers on all repair orders during the write-up or for additional add-on sales.
• Telephone Approvals: Obtain properly documented telephone approval for add-on sales when customers are not present.
• Performance Metrics: Consistently meet or exceed sales and other accountability metrics set by management.
• Sales Targets: Achieve or exceed an average monthly customer-pay labor sales rate of 2.0 hours per repair order.

Administration:

• Repair Orders: Accurately write repair orders for designated categories of work.
• Order Distribution: Separate and distribute repair orders according to department policy.
• Service Scheduling: Maintain a thorough and accurate service scheduling form (route sheet).
• Documentation: Properly document repair order changes and inspect every finished order for completion, pricing, and legibility.
• Timekeeping: Document flat rate time or other required timekeeping as per department and manufacturer procedures.
• Vehicle Records: Maintain records of carryover vehicles and special order parts status.

Communication:

• Technical Collaboration: Provide additional vehicle problem/complaint information to the technical staff as needed.
• Job Status Updates: Maintain communication with technical staff regarding job status changes.
• Workload Awareness: Stay continuously aware of the shop's workload to determine the kind of work the shop can quickly accommodate.
• Sales Opportunities: Inform the Sales Manager of potential new vehicle sales customers.
• Appointment Confirmation: Confirm service appointments the day before the customers' scheduled arrival.
• Customer Contact: Notify service customers when their vehicle work is finished.
• Safety and Integrity: Report any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its customers, or employees to management.

General Accountabilities:

• Attendance: Ensure prompt and regular attendance.
• Additional Duties: Perform other appropriate duties as assigned by management.
• Minimal Travel: Travel as business needs require, currently expected to be minimal.

Quality & Continuous Improvement:

• Commitment to Quality: Personally commit to quality in all aspects of work.
• Customer Service: Provide world-class customer service for internal and external customers.
• Continuous Improvement: Participate in and promote the established Quality Improvement Process (QIP) for continuous improvement.
• Team Participation: Join teams to research, measure, and correct problems, striving for process improvement.
• Company Values: Communicate and exemplify the Company's Mission Statement, Vision Statement, Values, and Philosophy.
• Ongoing Training: Attend at least ten (10) credit hours of training annually to continue development of work-related skills.

Full-Time Employee Benefits:

• Insurance: Health, Dental, & Vision Insurance available day one
• Retirement: 401(k) Retirement Savings Plan with Company Match, including Roth option
• Accounts: Flexible Spending Accounts and/or Health Savings Accounts, including potential for company contributions based on annual health risk assessments
• Life Insurance: Life and Accidental Death & Dismemberment Insurance
• Disability Insurance: Short- and Long-Term Disability Insurance
• Supplemental Insurance: Options for Critical Illness, Hospital Indemnity, and Accidents
• Paid Time Off:
  • 2 weeks paid Vacation after 6months of continuous employment
  • 3 days paid Sick leave on day one
  • Holiday pay after 90 days
• Employee Assistance Program: Support for personal and professional well-being

QUALIFICATIONS:

Education:

• High school diploma/equivalent is minimally required.
• Associate degree or relevant equivalent experience is preferred.

Experience:

• Previous automotive dealership experience is required.

Other Knowledge, Skills, Abilities & Competencies:

• Must possess a thorough knowledge of customer service excellence and effectively interact with customers.
• Must maintain a positive attitude and willingness to learn in a fast-paced automotive sales environment.
• Must have a working knowledge of computer systems, such as databases and Dealership Management Systems.
• Strong communications skills.
• Strong attention to details.
• Must possess and continuously maintain a valid drivers license with an acceptable driving record.