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 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 Enhance the Customer Experience by maintaining a presence in the service lane and personally greeting customers, ensuring all available advisors are ready to greet Service Customers promptly as they arrive in the dealership.Conduct regular performance meetings with the Service Advisor team and Service Manager.Communicate with the team regarding current promotions and incentives.Ensure accurate and proper walkarounds are being 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 the pickup process is effortless and that the Service Advisors are performing an active delivery with every client, ensuring customers sign the repair order and credit card receipt before leaving.Address and resolve customer concerns to ensure customer satisfaction and follow up with customers who have had major repairs and comebacks to ensure they are satisfied and their vehicle is repaired as expected.Train and develop the team in all aspects of customer service, effective communication, sales, Customer Experience Surveys, work organization, and time management.Communicate with shop management to determine the status of repair orders throughout the day to ensure that vehicle repair orders are completed on time and that customer expectations are met.Review repair orders from the Service Advisors to the Technicians to ensure repairs to the vehicle are addressed correctly at the first visit.Remain 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.Assist with third-party warranty/insurance companies to get approval in advance of repairs and take precautions necessary to guarantee payment.Use customer data, evaluate reports and trends to devise strategies to improve customer experience, customer loyalty, service productivity, and increase sales volume.Develop and maintain a comprehensive training program to train new hires as well as enhance the knowledge of existing associates.Maintain a strong working knowledge of industry regulations, restrictions, and laws, remaining current on the industry's standards and innovations, materials, tools, and processes.Ensure that the Service Drive team is following the processes set forth by the department and in accordance with 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.The pay range for this position is 145,000 - 155,000.
Qualifications High School Diploma or equivalent.3+ years of 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 other techniques in order to achieve maximum efficiency.OrganizationPrimary LocationOrganization: Mercedes-Benz Manhattan, Inc.
Primary Location: United States of America-New York-New York
Work Locations: 770 11th Avenue, New York, 10019
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