Job Description - Assistant Service Manager (MER0003ETK) Description Located on a 330,000 square foot lot on 11th Avenue between 53rd and 54th Streets, Mercedes-Benz Manhattan is the only Mercedes-Benz dealership in the country owned and operated by Mercedes-Benz, delivering an uncompromising inventory of new and pre-owned Mercedes-Benz luxury vehicles and Sprinter Vans. We are the trusted dealership for drivers throughout New York and beyond.
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, 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 Enhance the Customer Experience by maintaining a presence in the service lane and personally greeting customers.Conduct regular performance meetings with Service Advisor team and Service Manager.Communicate with team regarding current promotions and incentives.Ensure accurate and proper walkarounds are performed with the Service Advisor and customer.Ensure that sales and Customer Experience quotas set by the Service Management team are met or exceeded.Assist Service Advisors to achieve pre-determined hours per RO and dollars per RO per advisor.Ensure that pickup process is effortless and that Service Advisors are performing an active delivery with every client.Address and resolve customer concerns to ensure satisfaction and follow up with customers who have had major repairs.Train and develop the team in aspects of customer service, communication, sales, and time management.Communicate with shop management to determine the status of repair orders throughout the day.Review repair orders from the Service Advisors to the Technicians to ensure repairs are addressed correctly.Remain up to date on knowledge of products, services, and warranties.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.Assist with third-party warranty/insurance companies to get approval in advance of repairs.Use customer data to devise strategies to improve customer experience and increase sales volume.Develop and maintain a comprehensive training program for new hires and existing associates.Maintain a strong working knowledge of industry regulations and standards.Ensure that the Service Drive team follows processes set forth by the department.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.Pay Range: $145,000 - $155,000
Qualifications High School Diploma or equivalent.3+ years' previous experience as an Assistant Service Manager (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 techniques to achieve maximum efficiency.OrganizationPrimary Location: Mercedes-Benz Manhattan, Inc.
Location: United States of America-New York-New York
Work Location: 770 11th Avenue, New York, NY 10019
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