Assistant Service Manager

PURPOSE OF JOB: The Assistant Service Manager is the dealership’s first-line customer relations and service sales representative. The job encompasses the proper satisfaction of customer and vehicle related problems, meeting pre-determined service sales objectives, and the thorough and accurate performance of designated administrative activities.

JOB DUTIES:
• Sell the proper repairs and or services responsive to the customers perceived needs.
• Present a service menu of recommended maintenance services to every service customers, except in customer’s sensitive situatations, such as comebacks or angry customers.
• Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to the service “5 steps to a sale”.
• Obtain accurate parts and labor prices for all customer pay and internal operations, using the appropriate parts source and labor-pricing guides.
• Give every customer an accurate estimate at the same time the repair order is initially written.
• Obtain properly documented telephone approval for all add on sales when the customers are not at the dealership.
• Meet or exceed the sales objective set by management.
• Maintain labor sales of 2.0 hours per r.o
• Offer logical diagnostic services or repairs to satisfy the customers concerns.
• Provide accurate estimates for all the services or repairs recommended.
• Handle minor customer complaints and or misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem.
• Make policy adjustments within the guidelines and budgets established by management.
• Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the customer’s inquiry.

Administration:
• Properly, thoroughly, and accurately write repair orders for the categories or work designated by management.
• Separate and distribute repair orders according to department policy.
• Maintain a service scheduling form (route sheet) on a thorough, accurate, and continuous basis.
• Properly document repair order changes.
• Carefully inspect every finished repair order for proper completion, pricing and legibility.
• Document flat rate time or other required time keeping according to the department and or manufacturer’s procedures.

COMMUNICATIONS
• Provide additional vehicle problem/complaint information to the technical staff as needed.
• Maintain communications with the technical staff regarding job status changes.
• Remain continuously aware of the shops workload to determine the kind of work the shop can quickly accommodate.
• Inform the sales manager of potential new vehicles sales customers.
• Confirm service appointment by telephone the day before the customers schedule arrival.
• Contact service customers when their vehicle work is finished.
• Report to management any situation or condition that jeopardize the safety, welfare or integrity of the dealership, its customers or employees

EEO