Assistant Service Manager
About The Position
Mercedes-Benz of Paramus is seeking an Assistant Service Manager to support daily dealership service operations and help deliver an exceptional customer experience. The role partners with the Service Manager to support technician productivity, OEM compliance, department performance, profitability, efficiency, and customer retention. The Assistant Service Manager provides leadership and support to service advisors, technicians, other staff, and customers, and serves as Acting Service Manager during absences. This is a performance-driven position with total compensation of $150,000–$180,000 annually, including a base/salary/hourly offset and the opportunity to earn bonuses and commissions. Actual pay may vary based on skills, experience, job-related knowledge, and physical location, with final compensation established through the interview process. The position is with Mercedes-Benz of Paramus, part of Lithia & Driveway.
Requirements
- At least 3 years of automotive service leadership experience in a franchised dealership environment as a Service Manager or Assistant Service Manager.
- Strong understanding of dealership service operations, repair order management, and customer service best practices.
- Knowledge of OEM warranty processes, manufacturer requirements, and dealership compliance standards.
- Experience with dealership management systems such as CDK, Reynolds & Reynolds, Dealertrack, or similar.
- Ability to analyze operational reports and performance metrics.
- Proven leadership, coaching, and team-building abilities.
- Effective conflict-resolution and customer-relations skills.
- Strong communication, organization, and time-management skills.
- Ability to thrive in a fast-paced, customer-focused environment.
- Valid driver's license and acceptable driving record.
- High school graduate or equivalent.
- At least 18 years of age.
Nice To Haves
- Experience in a high-volume luxury dealership.
Responsibilities
- Support day-to-day Service Department operations to maintain efficient workflow and outstanding customer service.
- Assist in managing service advisors, technicians, and support staff to meet departmental objectives.
- Monitor repair order flow, technician productivity and efficiency, and shop capacity utilization.
- Help ensure customers receive prompt, professional, and accurate service throughout the repair process.
- Resolve customer concerns and escalated issues in a timely and professional manner.
- Review repair orders for completeness, accuracy, and compliance with OEM and dealership standards.
- Coordinate with Parts Department personnel to ensure timely parts availability and repair completion.
- Monitor KPIs, including CSI, labor sales, effective labor rate, technician efficiency, productivity, and warranty performance.
- Assist with employee coaching, onboarding, training, and performance development.
- Ensure adherence to manufacturer warranty policies, dealership procedures, and safety requirements.
- Support service marketing, maintenance programs, and customer retention initiatives.
- Maintain a clean, organized, and safe service environment.
- Assist with scheduling, workload distribution, and resource allocation in the Service Department.
- Serve as Acting Service Manager during absences and provide leadership support as needed.
- Perform other duties as assigned by dealership leadership.
Benefits
- Medical, dental, and vision plans
- Paid holidays and PTO
- Short- and long-term disability
- Paid life insurance
- 401(k) retirement plan
- Employee stock purchase plan
- Lithia Learning Center
- Vehicle purchase discounts
- Wellness programs
- Competitive pay
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
