Assistant Service Manager

Williams Auto Group is hiring! We are looking for an energetic, passionate individual to join our Williams Toyota of Elmira TEAM as the Assistant Service Manager. This position plays a large role in the leadership of the dealership and will be part of one of the volume sales leaders in the market. Williams Auto Group offers a fun, fast-paced work environment with a focus on our customers and helping our community. Interested or want to learn more? Apply today! #TEAMWilliams #JoinTEAMWilliams

Automotive Assistant Service Manager

Position Summary

The Assistant Service Manager is responsible for assigning and coordinating repair orders to technicians to maximize productivity, efficiency, repair quality, and customer satisfaction. This role serves as the communication hub between Service Advisors, technicians, parts personnel, and service management to ensure vehicles progress through the shop efficiently, at the promised rate, and are completed on time.

Key Responsibilities

• Dispatch repair orders based on technician skill level, certifications, workload, and repair requirements.
• Maintain balanced workflow and technician productivity throughout the service department.
• Monitor repair orders from dispatch to completion and address delays or bottlenecks.
• Prioritize work to meet promised completion times, including customer, warranty, recall, internal, and emergency repairs.
• Ensure department compliance with Digital MPI standards: 
  • 95% MPI completion
  • 90% MPI with video completion
  • 90% MPI sent to customers
• Coordinate with Service Advisors and the Parts Department to keep repairs moving efficiently.
• Work cohesively as a team with the parts department to ensure proper communication.
• Monitor technician workload, availability, and performance to maximize shop capacity.
• Track carryover work and ensure proper prioritization of unfinished repairs.
• Assist in maintaining repair quality, reducing comebacks, and holding a high standard for first-time fix rates.
• Communicate repair status, capacity, and potential delays to management, advisors, and customers.
• Identify workflow improvement opportunities and support dealership operating standards.

Performance Expectations

Success in this role is measured by improvements in:

• Technician productivity, efficiency, and proficiency
• Prompt and proper dispatch of repair orders
• Labor hours produced
• Shop capacity utilization
• Repair order cycle time
• On-time vehicle delivery
• Digital MPI compliance
• First-time repair quality
• Reduced comebacks
• Customer satisfaction

Position Objective

The Assistant Service Manager’s primary objective is to keep technicians productive, maintain a steady flow of repair orders, and help ensure vehicles are repaired correctly and delivered when promised at the cost that was promised.