ASSISTANT SERVICE MANAGER JOB DESCRIPTION

Automotive service departments live and die by throughput: when repair orders pile up unassigned, technician time sits unbilled, and customers leave for a competitor. The Assistant Service Manager owns the daily rhythm of the drive lane: writing accurate repair orders, managing warranty claim documentation against OEM and third-party service contract requirements, and keeping CSI scores at or above dealership benchmarks. This role answers to the Service Manager and carries supervisory authority over service advisors and shop technicians. Few positions in a dealership touch as many revenue levers at once.

As the Assistant Service Manager, you ensure the service department operates profitably and that every customer interaction from write-up through vehicle delivery reinforces retention. You oversee repair order accuracy, warranty compliance, and advisor performance across the service drive, with a direct reporting line to the Service Manager and shared accountability for departmental P&L results.

Career Impact: Consistent performance in this role builds the repair order management and CSI track record that dealership groups require before promoting into a Service Manager seat.

Business Impact: The service drive generates more gross profit per square foot than any other dealership department, and the accuracy of every repair order you write or review flows directly to that outcome.

Growth Opportunity: Daily exposure to OEM warranty adjudication, service contract administration, and technician time management sharpens a skill set that transfers across franchise brands and scales to multi-point operations.

• Manage repair order flow across the service drive, from initial write-up through final invoice and customer delivery.
• Oversee warranty claim documentation and submission in compliance with OEM and third-party service contract requirements.
• Distribute work assignments to technicians based on skill level, priority, and shift capacity to maintain billable time targets.
• Coach service advisors on customer write-up procedures, upsell presentation, and accurate estimate preparation.
• Conduct or review courtesy vehicle inspections and communicate findings to customers with clear cost estimates.
• Monitor CSI performance data and implement corrective actions when scores trend below dealership standards.
• Coordinate scheduling of service appointments to balance customer demand against available technician capacity.
• Assume full operational responsibility for the service department in the absence of the Service Manager.

• Bachelor's degree in business, automotive technology, or equivalent work experience.
• 2 or more years of automotive dealership service experience, with demonstrated exposure to repair order management and customer-facing advisory duties.
• Working knowledge of OEM warranty claim procedures and third-party service contract administration.
• Proven ability to supervise, coach, and evaluate service advisors and shop technicians in a high-volume environment.
• Strong customer service skills with a documented record of positive CSI or customer satisfaction outcomes.
• Valid driver's license with a clean driving record acceptable to dealership insurance requirements.
• Proficiency with dealership management systems for repair order entry, scheduling, and invoicing.
• Ability to read and interpret service records, technical bulletins, and manufacturer maintenance schedules.

• Previous experience with CDK or ADP dealership management systems in a supervisory capacity.
• Familiarity with a specific OEM franchise environment, such as Toyota, Hyundai, or a domestic brand, including brand-specific warranty portals.
• Completion of manufacturer-sponsored service management or fixed operations training programs.
• Journeyman-level automotive technician certification or equivalent technical credential.

• CSI score at or above dealership benchmark, reflecting advisor coaching and write-up accuracy.
• Repair order count per technician per day, measuring work distribution and scheduling efficiency.
• Warranty claim approval rate, tracking documentation completeness against OEM submission standards.
• Billable technician hours as a percentage of available clock hours, indicating drive lane throughput.
• Repair order gross profit per RO, reflecting estimate accuracy and appropriate upsell conversion.
• Typical tools: dealer management systems (commonly CDK or ADP/Reynolds); OEM warranty portals (brand-specific).

• Base Salary Range: $55,000–$75,000 annually, varying by market and franchise brand
• Bonus: Monthly performance bonus tied to CSI scores and service department gross profit
• Equity: Typically not offered at this level in dealership environments
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by group
• PTO: 10–15 days annually, plus standard holidays; some variance by dealership group
• Common Perks: Employee vehicle purchase program, manufacturer training reimbursement, uniforms provided

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including motor vehicle record review, is a condition of employment for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the hiring process and in the performance of job duties. Candidates must be authorized to work in the United States without employer sponsorship.

The Assistant Service Manager owns daily service department operations at an automotive tire and service center, supporting sales across labor, parts, tires, and fleet business while coaching service advisors and monitoring shop productivity. Reporting to the Store Service Manager and partnering with the management team, this role sustains a safe, efficient workplace and ensures company standards are met across customer engagement, workflow, and point-of-sale compliance.

Key Responsibilities

• Ensure service equipment is in proper working order and housekeeping standards are maintained.
• Follow all policies and procedures related to point-of-sale transactions, inventory integrity, cash, credit, refunds, returns, and vendor payment practices.
• Work with the management team to address customer service issues and complaints.
• Drive sales goals through personal customer engagement and by observing and coaching service advisors.
• Assist in training and coaching service associates on customer care processes and courtesy vehicle inspections (CVIs).
• Perform CVIs and other service-related tasks as directed.
• Monitor shop productivity, workflow, and procedures with an emphasis on efficiency and safety.
• Partner with management to maintain a safe and healthy work environment in compliance with all applicable laws and company policies.
• Communicate effectively with all associates, management, and customers.
• Serve as keyholder and fulfill opening and closing responsibilities.

Required Qualifications

• High school diploma or equivalent.
• One year of experience in an automotive service environment.
• One or more years of automotive service sales experience preferred.
• Basic knowledge of mathematical concepts, including addition, subtraction, multiplication, division, percentages, and fractions.
• Ability to apply mathematical formulas to calculate commissions and discounts.
• Previous experience as a work lead or supervisor.
• Strong customer service skills, including the ability to handle difficult customer situations and apply upselling techniques.
• Strong cash handling skills, including experience with point-of-sale systems.
• Strong verbal communication skills with demonstrated consistency, accuracy, and follow-through.
• Ability to exercise independent judgment and work independently.
• Availability to work days, nights, holidays, and weekends.

Embedded within a body shop service department, the Assistant Service Manager delivers coordinated repair operations by preparing estimates, managing job schedules, and overseeing warranty documentation for heavy-duty truck work. Working closely with human resources, insurance companies, and the service manager, this role advances team development and accurate billing to support efficient, compliant service department performance.

Core Functions

• Assist with scheduling and assigning work to body shop associates.
• Document and diagnose necessary repairs by taking photographs.
• Prepare estimates for repair work and parts, and monitor job schedules to ensure timeliness and accurate pricing.
• Work with customers and insurance companies to obtain necessary authorization and documentation for repair work.
• Assist with invoicing and collections.
• Assist with maintaining inventory of parts, paint, and materials required for repair functions.
• Work with human resources to recruit, hire, train, and develop employees.
• Provide training and guidance for service department functions as needed.
• Supervise and mentor all employees to ensure completion of duties.
• Manage day-to-day paperwork flow and ensure work orders are signed, reviewed with customers, and billed accurately.
• Report to the service manager and coordinate relevant reporting.
• Supervise warranty operations and ensure all warranty documentation is complete for claim processing.

Qualifications & Experience

• High school diploma or GED.
• Associate's degree preferred.
• Minimum one year of experience as a service advisor with heavy-duty truck experience.
• One year of lead, supervisory, or management experience.
• Three or more years of experience as a service advisor with heavy-duty truck experience.
• One or more years of lead, supervisory, or management experience preferred.
• Strong technical knowledge.
• Intermediate computer skills.
• Excellent listening and communication skills.
• Strong leadership ability with a self-starter approach and the ability to follow through.

Reporting to the service manager, the Assistant Service Manager supports daily dealership service operations by overseeing repair cost allocation, warranty claims, and reconditioning expenses through a dealer management system. Partnering with vendors, suppliers, and cross-departmental staff, this role shapes a seamlessly run service environment that resolves customer issues and sustains efficient multi-department coverage.

Primary Duties

• Assist the service manager with daily duties as needed.
• Fill in for associates across departments, including detailer, porter, technician, and parts specialist roles.
• Answer phones for service department inquiries.
• Work with vendors and suppliers to assist service personnel with their duties.
• Help service customers resolve issues and determine appropriate solutions.
• Oversee the service department in the absence of the service manager.
• Use a dealer management system (DMS) to track repair cost allocation, warranty claims, reconditioning expenses, and customer or dealership charges.

Skills & Qualifications

• High school diploma or GED equivalent.
• Experience in vehicle repair, including personnel management and customer service.
• Previous automobile dealership experience, preferably with used vehicles or rent-to-own operations.
• Ability to perform multiple functions simultaneously across different departments.
• Basic computer skills and familiarity with Microsoft applications.
• Ability to work effectively with vendors.
• Ability to work outdoors in all weather conditions, stand or sit for extended periods, and stoop, kneel, or bend as needed.
• Availability to work Saturdays and occasional long hours as required.

Sitting at the intersection of frontline service delivery and team leadership, the Assistant Service Manager supports individuals with learning disabilities, mental health needs, or complex needs while supervising a small to medium social care team. Operating across day-to-day support functions and management responsibilities, this role enables a person-centred culture where residents receive consistent, dignified care and staff are fairly led.

Duties

• Use management information to support sound business decisions and a solutions-led culture.
• Maintain practical knowledge of policies and procedures and ensure appropriate application.
• Recruit, develop, and manage employees fairly and consistently.
• Reinforce a culture of continuous improvement within the team.
• Act as the service manager in their absence.
• Motivate and inspire the team to deliver outstanding support through effective training, coaching, and leadership by example.
• Provide day-to-day support to the individuals being supported.

Requirements

• Experience supporting individuals with learning disabilities, mental health needs, or complex needs.
• Experience supervising or managing a small to medium team within social care, or willingness to undertake relevant training.
• Experience providing person-centred support with a genuine passion for the approach.
• Ability to support individuals with personal care.
• Ability to manage own time and work effectively under pressure.
• Flexibility to work required shifts.
• Valid driver's license and access to a vehicle.

A key member of the service department team, the Assistant Service Manager leads front-of-house staff and workshop technicians to ensure effective communication, upselling accuracy, and compliance with all service administration processes. Collaborating across the manufacturer liaison, warranty department, and workshop to run daily, weekly, and monthly reports, this role enables a well-organised service department that meets health, safety, and customer satisfaction requirements.

Functions

• Keep customers updated on the progress of their vehicle, both in person and by phone.
• Ensure all service staff training assessments are completed promptly.
• Assist the service manager with health and safety requirements.
• Manage front-of-house staff and workshop technicians, ensuring effective communication and cooperation.
• Ensure adherence to all service department administration processes.
• Liaise with the manufacturer and warranty department.
• Run daily, weekly, and monthly reports.
• Ensure upselling is accurately processed.

Experience & Qualifications

• Minimum two years of experience in a managerial role or workshop environment.
• Strong computer literacy and working knowledge of Microsoft Office, particularly Word and Excel.
• Excellent communication and influencing skills.
• Strong attention to detail and organisational skills.
• A motivated and positive approach.

Outstanding ownership experience for vehicle clients depends on the Assistant Service Manager, who facilitates warranty repairs, oversees service orders, distributes technician work, and maintains customer satisfaction scores at or above established standards. Based within the service department and collaborating with management on hiring and discipline decisions, this role builds trust through concierge-level support that educates clients on their vehicle's needs and leaves a lasting positive impression.

Accountabilities

• Facilitate warranty repairs through the manufacturer and third-party service contracts.
• Assist clients with reminders on previously declined service recommendations.
• Oversee service orders and the flow of the drive lane.
• Ensure customers receive prompt, courteous, and effective service.
• Take ownership of the customer experience by carrying out additional tasks that leave a positive impression.
• Provide concierge support for all owner inquiries, whether by phone or in person.
• Ensure technician time is consistently allocated to service customers.
• Distribute work among technicians efficiently.
• Answer technical questions about vehicle problems, warranties, services, and repairs.
• Maintain customer satisfaction scores at or above established standards.
• Assist in diagnosing vehicle problems and order parts and tools as necessary.
• Oversee the administration of warranty claims and the training and supervision of service department staff.
• Set schedules and assign tasks to service department employees.
• Reinforce company policies and encourage compliance with applicable laws and regulations.
• Collaborate with management on service department hiring and discipline decisions.

Technical Qualifications

• Prior experience in a service role preferred.
• Demonstrated ability to manage others with strong time management skills.
• Professional personal appearance with a consistent record of service and sales success.
• Strong record of positive customer satisfaction results.
• Team-oriented, self-motivated, and able to work with minimal supervision.
• Strong verbal and written communication skills.
• Outgoing personality with strong organisational and detail-oriented skills.
• Motivation to succeed and grow within the role.
• Valid driver's license with a clean driving record.

As the Assistant Service Manager, this role performs hands-on maintenance repairs across plumbing, electrical, HVAC, carpentry, and appliance systems throughout an apartment property, coordinating move-ins and move-outs and assisting with preventative maintenance documentation. The property management team relies on this work to maintain exterior curb appeal, ensure safety compliance, and create a comfortable living environment for residents.

Operational Focus

• Perform maintenance repairs throughout the property, including common areas, occupied units, and vacant units.
• Coordinate all move-ins and move-outs with the property manager and service manager, maintaining a schedule for timely completion of apartment make-readies.
• Assist in maintaining exterior grounds and curb appeal.
• Diagnose and repair issues related to electrical, plumbing, HVAC, pool, carpentry, drywall, exterior structures, and appliances.
• Assist with performing and documenting preventative maintenance.
• Assist with monthly safety meetings, assign duties as needed, and supervise work by outside contractors in the absence of the service manager.
• Ensure policies, procedures, safety standards, and compliance expectations are met.
• Work effectively with team members to maintain open communication.

Position Requirements

• EPA certification, Type I and II, required.
• Technical knowledge in electrical, plumbing, HVAC, swimming pool, carpentry, drywall, exterior structures, and appliances.
• On-call availability to respond to after-hours emergencies.
• Availability to work a flexible schedule, including weekends, evenings, and holidays.
• Strong time management and organisational skills.
• Basic computer knowledge and professional communication skills.
• Friendly personality with a strong commitment to customer service.
• Ability to work effectively within a team.
• Valid driver's license and reliable transportation.

Assistant Service Manager builds guest relationships and delivers outstanding service at a Goodyear Auto Service center by driving tire and service sales, scheduling associates, and organizing workflow to produce quality work on time. Success in the position means contributing to technician and associate development, communicating warranties and promotions clearly, and maintaining a clean and safe service environment that reflects the company's investment in guest satisfaction.

Day-to-Day Responsibilities

• Drive and achieve sales goals through guest interactions, including tire and service sales.
• Build guest relationships and ensure guest satisfaction by serving as the liaison between technicians and guests.
• Manage the service department effectively as needed.
• Contribute to the training and development of service department associates.
• Communicate all warranties, promotions, and advertisements clearly.
• Use available tools to make recommendations to guests based on manufacturer guidelines.
• Maintain a clean and safe work and guest area.
• Perform manual tasks for extended periods, including light and heavy lifting, standing, bending, and squatting.

Background & Experience

• High school diploma or GED.
• Minimum one year of experience in an automotive service department.
• Previous management experience.
• Previous automotive service sales experience.
• Strong work ethic with the ability to work independently and produce results.
• Ability to review, analyse, and interpret information, identify problems, and make decisions.
• Ability to read, understand, and follow procedures and guidelines, including safety policies.
• Availability to work flexible hours, including weekends and some holidays.
• Valid driver's license.

The Assistant Service Manager produces consistent customer service outcomes across a dealership service department by overseeing daily operations, enforcing the service code of ethics, and ensuring full compliance with municipal, state, and federal regulations. Reporting to the service manager and performing additional functions as directed, this role advances customer satisfaction and facility standards while maintaining the professional communication and organizational performance the department depends on.

Scope of Work

• Assist in the effective daily operation of the service department.
• Ensure customer service standards and customer satisfaction programmes are consistently applied.
• Ensure the maintenance, appearance, and condition of assigned facilities comply with security, safety, and environmental requirements.
• Ensure strict compliance with the service code of ethics and all applicable municipal, state, and federal regulations.
• Maintain professional and timely communication with all customers.

Professional Experience

• Five or more years of dealership experience as an assistant service manager.
• Superior communication and customer service skills.
• Strong managerial skills with the ability to work effectively in a team environment.
• Proven follow-up and organisational skills.
• Ability to read, analyse, and interpret written information and instructions, and to manage time effectively.
• Valid driver's license with an acceptable driving record.

Embedded within a service department at an equipment company, the Assistant Service Manager oversees the full technician workforce by supervising hiring, training, scheduling, and performance management across forklift repair and related service operations. Working closely with customers, manufacturers, and the parts department, this role develops team capability and manages department metrics to sustain profitability, safety compliance, and service quality.

Leadership Responsibilities

• Supervise technicians, including interviewing, hiring, training, and administering corrective actions.
• Lead technician development in all areas, including technical training, safety, processes, and equipment awareness.
• Work with service dispatch to manage technicians on work-related issues and provide corrective action for identified skill deficiencies.
• Manage recruitment efforts for technicians in alignment with business demands and company culture.
• Analyse and manage schedules, and assign technician work activities based on priority, customer needs, and skill set.
• Motivate technicians to maintain high productivity by celebrating goal achievement and encouraging accountability, efficiency, and service quality.
• Generate, understand, and communicate customer repair quotes, and perform quality control checks on all repair work before delivery.
• Manage department needs related to supplies, uniforms, tooling, building maintenance, and equipment within budgeted guidelines.
• Serve as liaison between the company, customers, and manufacturers in problem resolution while maintaining profitability.
• Manage department performance metrics, including technician time management, customer pricing, and technician-to-wage ratio.
• Oversee the environmental health and safety of technicians and ensure equipment maintenance complies with applicable federal and company safety requirements.
• Manage customer orders and repairs from job opening through invoicing, and coordinate parts inquiries with the parts department.
• Operate the service department in the absence of the service manager.

Knowledge, Skills & Abilities

• High school diploma required.
• Associate's or bachelor's degree preferred.
• Five or more years of experience in forklift repair or a related industry preferred.
• Management or supervisory experience preferred.
• Strong knowledge of business and management principles.
• Excellent mechanical aptitude and technical knowledge.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Outlook, PowerPoint, Excel, and Word.
• Strong interpersonal, customer service, mathematical, reading comprehension, and problem-solving skills.
• Ability to develop direct reports through coaching and reinforcement.

Reporting to the service manager, the Assistant Service Manager refines service desk operations and technician performance at a high-volume automotive dealership by organizing advisors and technicians, auditing work quality, and mentoring apprentices. Partnering with service desk staff, shop foremen, and the broader dealership team, this role elevates customer satisfaction results and operational efficiency through structured coaching, complaint resolution, and process improvement.

Job Functions

• Oversee team members performing vehicle inspections and preparing reports, and carry out these duties directly when required.
• Organise and manage technicians and advisors to ensure team objectives and service goals are achieved.
• Build and maintain exceptional customer relationships, recommend additional products and services, and resolve customer concerns promptly and professionally.
• Set up and manage the service desk, including overseeing desk staff and evaluating efficiency.
• Resolve service desk issues and improve current operations to increase productivity and enhance customer service.
• Monitor department operations and client concerns to identify patterns and improve efficiency.
• Audit work quality and customer service regularly to ensure all standards and repair work meet established requirements.
• Assist with or perform administrative tasks as required.
• Mentor, coach, train, and support the development of apprentices.

Minimum Qualifications

• Completion of a related post-secondary programme or training courses is an asset.
• Previous experience as a service advisor or assistant service manager with strong customer satisfaction results.
• Experience with service applications, including ADP or CDK dispatch systems.
• Working knowledge of industry standards, practices, product details, and company services.
• Valid driver's license with a safe driving history.
• Provincially recognised Journeyman Automotive Mechanic Certificate is an asset.
• Professional demeanour with a strong work ethic and high level of integrity.
• Excellent communication and organisational skills with efficient problem-solving ability.
• Ability to train, coach, and direct technicians, advisors, and shop foremen.
• Ability to motivate and engage team members and stakeholders in a high-volume service environment.
• Ability to meet physical demands, including heavy lifting and standing for extended periods.

Sitting at the intersection of service administration and parts inventory management, the Assistant Service Manager crafts accurate repair orders, processes warranty claims, and coordinates work schedules with service technicians to support a well-functioning service department. Operating across customer-facing scheduling, internal billing, and parts requisition functions alongside the service manager, this role ensures financial accuracy and operational continuity in the daily service workflow.

What You'll Do

• Assist in preparing price sheets for all repair orders.
• Assist in creating work orders and establishing customer files.
• Determine appropriate charges for materials and labour for each customer or internal account.
• Assist in parts inventory control by ensuring all items leaving the parts area are billed, and all returns and cores from service are handled daily.
• Review and maintain all repair orders for accuracy and completeness.
• Assist with all warranty claims and manufacturer claim forms.
• Assist in maintaining an up-to-date and organised service library of bulletins and reference materials.
• Process records of parts requisitions, parts invoices, material invoices, and outside labour invoices to ensure accurate accounting.
• Communicate and coordinate the work schedule with service technicians.
• Assist customers with repair and service orders, and support scheduling and rescheduling of service work.
• Assist in resolving work performance or billing inquiries as requested.
• Keep the service manager informed of all special parts orders, shortages, and malfunctions.
• Manage the service department in the absence of the service manager.
• Maintain a safe working environment and adhere to the company safety programme at all times.

Education & Experience

• Associate's degree or equivalent experience.
• Three or more years of experience in service department operations.
• Familiarity with relevant equipment brands and competitive products.
• Basic understanding of financial principles relative to service department operations.
• Ability to use standard desktop applications, including Microsoft Office and internet functions.
• Ability to analyse and interpret internal reports.
• Ability to communicate effectively in writing and verbally with individuals and groups.
• Excellent customer service skills.
• Availability to work extended hours and weekends.

A key member of the management team, the Assistant Service Manager leads support workers, senior support workers, and team leaders to deliver exceptional care and support to service users with learning disabilities, autism, and mental health needs. Collaborating with the registered manager, senior care team, and on-call rota to contribute to care planning and ensure legislative compliance, this role advances a compassionate, person-centred environment where every individual is supported to live the life they choose.

Areas of Ownership

• Lead a team of support workers, senior support workers, and team leaders to provide exceptional care and support to service users.
• Onboard new starters and mentor team members using accumulated knowledge and experience.
• Support service users to live the life they choose and promote their independence through a person-centred approach.
• Support the registered manager with the day-to-day running of the home, including arranging shift cover, ensuring legislative compliance, and implementing updated regulations and best practices.
• Participate in an on-call rota with other members of the management team.
• Promote a caring and compassionate environment for staff and service users, and ensure effective communication is maintained across all levels of the care team.
• Contribute to care planning alongside the registered manager and senior care team, ensuring all care plans are accurate and compliant with current regulations and best practices.

Required Qualifications

• NVQ Level 3 in Health and Social Care required.
• Secure knowledge of the health and social care sector, with experience managing supported living services.
• Experience supporting service users with learning disabilities, autism, and mental health needs.
• Experience in care planning, writing care plans, conducting risk assessments, and ensuring quality in support service delivery.
• Excellent literacy and communication skills.
• Flexibility and the ability to think on one's feet and adjust approach as needed.
• Full UK driver's licence with access to a car.

Efficient field service operations depend on the Assistant Service Manager, who dispatches technicians to service requests, manages work orders from intake through invoicing, and compiles customer summary billing within a heavy equipment or material handling environment. Serving as the coordination hub between technicians and customers and drawing on ERP systems and Microsoft Office tools, this role advances departmental responsiveness and ensures accurate, timely documentation across all service functions.

Performance Expectations

• Dispatch technicians to handle service requests and preventative maintenance tasks.
• Take, record, and prioritise customer calls for service requests.
• Prepare and close work orders.
• Compile and complete customer summary invoicing.
• Organise and file departmental paperwork.
• Maintain the technician time log.
• Answer internal and customer service calls.

Qualifications & Experience

• Previous experience in billing, dispatching, and customer service.
• Heavy equipment or material handling experience preferred.
• Proficiency in ERP systems and Microsoft Word, Excel, and Outlook.
• Excellent verbal and written communication skills, including the ability to read and interpret safety rules, operating instructions, and procedure manuals, and to write routine reports and correspondence.
• Strong time management skills and ability to work in a fast-paced environment.
• Intermediate mathematical ability, including the ability to calculate discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Strong reasoning and problem-solving ability, including the ability to interpret instructions provided in written, oral, diagram, or schedule form.