Job Description - Assistant Service Manager (MER00039WN)
Description
The Assistant Service Manager is responsible for assisting the Service Management team in planning, organizing, and controlling the activities of the Service Lane and the production of the Service Advisor team.
The Assistant Service Manager is the main point of contact for all Service customers by providing an exemplary professional reception and experience at the dealership. He/She is responsible for the profitability of the department through all Service Advisor team transactions by facilitating the efficient operation of the team, maximizing the Effortless Experience for the customer and ensuring overall continuous, outstanding customer satisfaction.
Responsibilities •Must enhance the Customer Experience by maintaining a presence in the service lane and personally greeting customers and ensuring all available advisors are ready to greet the Service Customers promptly, as they arrive in the dealership.
•Conducts regular performance meeting with Service Advisor team and Service Manager.
•Communicates with team regarding current promotions and incentives.
•Ensures accurate and proper walkarounds are being performed with the Service Advisor and customer.
•Ensures that sales and Customer Experience quotas set by Service Management team are met or exceeded.
•Assist Service Advisors to achieve pre-determined hours per RO and dollars per RO per advisor.
•Ensures that pickup process is effortless and that the Service Advisors are performing an active delivery with every client and that customers sign the repair order and credit card receipt before leaving.
•Addresses and resolves customer concerns to ensure customer satisfaction and follows up with customers who have had major repairs and comebacks to be sure they are satisfied and their vehicle is repaired as expected.
•Trains and develops the team in all aspects of customer service, effective communication, sales, Customer Experience Surveys, work organization, and time management.
•Communicates with shop management to determine the status of repair orders throughout the day to ensure and that vehicle repair orders are completed on time and that customer expectations are met.
•Reviews repair orders from the Service Advisors to the Technicians so that repairs to the vehicle are addressed correctly at first visit.
•Remains up to date on knowledge of the products and services available and the various warranties on them.
•Ensure length of loaner is at or less than market average.
•Train and coach advisors on ensuring completed vehicles are picked up within 48 hours of completion and that storage charges are applied when necessary.
•Assists with third party warranty/insurance companies to get approval in advance of repairs and take precautions necessary to guarantee payment.
•Uses customer data, evaluates reports and trends to devise strategies to improve customer experience, customer loyalty, service productivity and increase sales volume.
•Develops and maintains a comprehensive training program to train new hires as well as enhance the knowledge of existing associates.
•Maintains a strong working knowledge of industry regulations, restrictions, and laws, and remaining current on the industry's standards and innovations, materials, tools, and processes.
•Ensures that the Service Drive team is following the processes set forth by the department and in accordance to policy and procedures set forth by Management.
•Responsible for the organization, discipline, morale, performance and effectiveness of the Service Advisor team.
•Able to commute into and out of Manhattan/New York City on a daily basis.
•Maintain a clean, safe work area
Qualifications
•High School Diploma or equivalent
•3+ years Assistant Service manager experience (Luxury brand preferred).
•Strong verbal and written communication skills are required
•Experience with CDK or other automotive software is a plus
•General knowledge of processes, software, costs, and other techniques in order to achieve maximum efficiency
Organization Primary Location Organization Mercedes-Benz Manhattan, Inc. Primary Location United States of America-New York-New York Work Locations 770 11th Avenue 770 11th Avenue New York 10019
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