Assistant Service Manager

Lancaster County Motors • Lancaster, PA

4d

About The Position

The Assistant Service Manager is responsible for the customer-focused and efficient operation of the dealership's service department. The Assistant Service Manager will operate the department at maximum production, controlling costs, building a loyal customer base, maintaining good employee relationships, setting and obtaining service sales objectives and maintaining service records. The Assistant Service Manager is responsible for ensuring a customer experience that meets or exceeds the customer satisfaction index and for monitoring and improving customer satisfaction.

Requirements

• High School diploma or equivalent
• 5-7 years of automotive service management experience
• Knowledge of new vehicle technologies and mechanical operations
• Ability to manage a team, motivate and develop
• Strong coaching and leadership skills
• Ability to be analytical, problem solve and multi-task
• Demonstrated customer service skills
• Strong record of positive customer satisfaction Index results
• Self-motivated enthusiastic presence in a team environment
• Excellent verbal and written communication and interpersonal skills
• Professional appearance and work ethic
• Knowledge of Microsoft Office and dealership software systems
• Valid driver's license with good driving record
• Must pass pre-employment background/MVR check and drug screening

Responsibilities

• Assists all service personnel in all phases of their job duties
• Ensures that proper service sales methods are being used
• Manages technician productivity, work with shop foreman to ensure customers vehicles are serviced properly and in a timely manner
• Communicates with customers before issues arise and get involved in escalated customer issues
• Ensures that customer complaints, inconveniences and misunderstandings are dealt with fairly and quickly
• Establishes and maintains a good working relationship with customers to encourage repeat referral business
• Ensures service department employees follow safety policies and practices and that they report any and all accidents immediately
• Maintains accurate records and insures warranty parts retention as outlined, following all manufacturer requirements as outlined by manufacturer and company
• Maintains the highest possible standards of workmanship and advise staff of service CSI on a monthly basis
• Serves as liaison with factory representatives
• Hires, trains, motivates, counsels and monitors the performance of all service department staff
• Documents employee behavior that may result in disciplinary actions such as termination
• Monitors staffing levels, compensation levels and department turnover
• Assures proper repair order flow to satisfy warranty/dealership/business office requirements
• Maintains reporting systems required by general manager, company and manufacturer
• Assists in development of annual budget for the service department
• Forecasts goals and objectives for department and implement strategies to meet them
• Attends manager meetings and conduct weekly service dept. meetings
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED