Assistant Service Manager

Asbury Automotive • Westminster, MD

7d • $50,000 - $150,000

About The Position

The Assistant Service Manager/Lane Manager assists the Service Manager in overseeing the service department, including technicians, service advisors, the service call center, valet, detailers, and the service lane. The role supports timely and accurate completion of manufacturer warranty campaigns, recalls, and updates; helps maintain customer satisfaction goals; and promotes strong morale and relationships among dealership associates.

The Assistant Service Manager helps train, motivate, and develop service staff; monitors advisor productivity and customer interactions; and provides feedback and improvement plans. The role also supports quality control by periodically checking completed repairs, works with the Service Manager and Parts Manager to ensure parts are available for internal jobs, and collaborates with the shop foreman to ensure vehicles are serviced properly and promptly. Additional duties include helping forecast department goals, attending management meetings, conducting service department meetings as directed, and addressing customer concerns.

Requirements

• Strong verbal and written communication skills.
• Ability to manage in a fast-paced work environment.
• Ability to manage, motivate, and develop a team.
• At least three years of experience in an automotive service department.
• At least three years as an automotive service writer or Assistant Service Manager.
• Must be at least 18 years of age.
• Must have a valid driver's license.
• Must pass pre-employment screening, including a background check and drug test.

Nice To Haves

• Experience with CDK or other automotive software.

Responsibilities

• Assist the Service Manager in overseeing the service department, including technicians, service advisors, the service call center, valet, detailers, and the service lane.
• Work with the manufacturer to ensure warranty campaigns, recalls, and updates are completed accurately and in a timely fashion.
• Promote good morale and positive relationships among dealership associates.
• Assist in training service staff in customer service, effective communication, service sales, CSI, work organization, and time management.
• Help maintain manufacturer Customer Satisfaction Index (CSI) scores at or above Asbury's specified goals for district, regional, and national scores.
• Serve as a role model for service associates in motivation, organization, customer service, sales, and CSI.
• Motivate service advisors to provide consistent value for dealership customers.
• Monitor advisors' daily productivity, provide feedback, and formulate improvement plans.
• Conduct periodic spot checks of completed jobs to help ensure repair quality and minimize comebacks.
• Monitor advisors' customer interactions on the service drive and by telephone for effectiveness.
• Assist in forecasting department goals and objectives and work toward meeting them.
• Work with the Service Manager and Parts Manager to ensure timely turnaround of parts needed for internal jobs.
• Work with the shop foreman to ensure customers' vehicles are serviced properly and in a timely manner.
• Attend manager meetings and conduct service department meetings as directed.
• Address and resolve customer concerns.
• Assist in motivating, training, and developing employees.

Benefits

• Weekly pay.
• Annual pay range of $50,000–$150,000.
• Paid holidays and paid time off.
• Paid training.
• Stock awards for eligible management and front-line team members.
• Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans.
• Up to 12 weeks of paid pregnancy leave (disability leave).
• Paid parental leave.
• Health savings account.
• Flexible spending accounts.
• Short-term and long-term disability plans.
• Whole life and term life insurance.
• 401(k) with company match.
• Pet insurance.
• Digital career path tool and continuous training through Asbury's Internal Learning Management System.
• Professional growth and development opportunities.
• Technician student loan relief resources.
• Employee assistance program.
• Employee discounts on parts and service repairs.
• Scholarship awards.
• Opportunities to participate in community service initiatives, including paid volunteer hours.
• Employee referral program with bonus opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed