Position Title: Assistant Service Manager
Location: Nanaimo Honda
Reports To: Service Manager and or General Manager
________________________________________
Position Overview
The Assistant Service Manager supports the Service Manager in overseeing daily operations of the service department. This role focuses on driving efficiency, supporting the team, enhancing the customer experience, and helping achieve departmental financial and performance goals.
________________________________________
Key Responsibilities
Operations Support
- Assist in managing daily service workflow, scheduling, and shop capacity
- Support dispatching to optimize technician productivity and efficiency
- Monitor repair order flow and ensure timely completion of work customer pay, warranty and internal.
- Assist in coverage if the Internal advisor is unable to complete tasks, for example in times of vacation or sickness.
- Actively write, manage, and close personal repair orders, maintaining a consistent level of individual production while supporting the broader team
- Assist in managing schedules for technicians
- Help maintain facility standards, tools, and equipment
________________________________________
Team Support & Leadership
- Provide day-to-day support to Service Advisors and Technicians
- Assist with coaching, training, onboarding and performance management
- Reinforce accountability, processes, and department standards
- Step in to lead in the absence of the Service Manage________________________________________
Customer Experience
- Support advisors in delivering exceptional customer service
- Handle escalated customer concerns professionally and efficiently
- Maintain a personal portfolio of service clients, ensuring clear communication, accurate write-ups, and follow-through from intake to delivery
- Drive improvements in CXI/CSI scores________________________________________
Performance & KPIs
- Assist in monitoring and driving key performance indicators:
- Effective Labour Rate (ELR)
- Hours per Repair Order (HPRO)
- Technician efficiency & productivity
- Parts-to-labour ratio
- Support initiatives to increase revenue, retention, and profitability
________________________________________
Process & Administration
- Help implement and maintain service processes and standards
- Ensure accurate and timely repair order documentation
- Assist with reporting, tracking metrics, and team meetings
- Support warranty compliance and audit readiness
________________________________________
Cross-Department Coordination
- Work closely with Parts, Sales, and BDC teams
- Ensure a seamless customer experience across departments
- Support service marketing and retention efforts
________________________________________
Qualifications
- Previous experience in automotive service (advisor or leadership role preferred)
- Strong understanding of dealership operations and service processes
- Proven ability to lead, coach, and motivate a team
- Excellent communication and customer service skills
- Strong organizational and problem-solving abilities
- Familiarity with DMS systems and dealership KPIs
________________________________________
Key Attributes
- Leadership mindset with a hands-on approach
- Results-driven with strong attention to detail
- Ability to perform in a fast-paced environment
- Team-oriented with a focus on accountability and culture
________________________________________
Success Measures
- Improved technician productivity and shop efficiency
- Strong customer satisfaction (CXI/CSI) performance
- Growth in service revenue and gross profit
- Effective team support and development
________________________________________
Summary
The Assistant Service Manager is a key operational leader, supporting both the team and the Service Manager to ensure the department runs efficiently, profitably, and delivers an exceptional customer experience.
