Assistant Service Manager
Don McGill Toyota Houston has an outstanding opportunity for a results-focused, highly driven and experienced Assistant Service Manager. The ASM acts as liaison between the client and the service technician, and works with the call center in scheduling service for clients. The ASM also works with the technician team to ensure work is distributed equitably among service technicians.
Job Responsibilities
Greets Service Department clients in a prompt and courteous manner 100% of the time, and never differentiate between customer pay and warranty service clients
Listens to each client and clearly articulate information on the repair order
Satisfies client's immediate needs, use low key, high integrity methods to present additional needed services
Observes factory suggestions on maintenance items and advise clients of the value of maintaining their vehicles in accordance with manufacturer's specifications
Presents a menu of recommended maintenance and additional services to every client
Ascertains the needs of clients, collecting information necessary for service or repair diagnosis
Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service
Maintains strict adherence to dealership policy on client vehicle care and operation
Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation
Forwards repair or service estimate changes to client following technician's diagnosis
Sells and manages extended warranties and complete required documentation
Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
Follows up progress of each repair order during the day and contact clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order
Replies to voice and e-mail messages in a timely manner where either internal or external clients are concerned
Notifies clients when repairs are completed and vehicle is ready for delivery
Reviews and explains repairs and associated costs with client upon completion of service
Documents verbal, in person, and written approvals on repair orders and add-on sales
Advises clients of potential consequences if repairs are not made
Handles minor client concerns or misunderstandings
Keeps Service Manager informed of all problems and potential problems involving clients, repairs, and equipment
Notifies technicians of changes to repair status
Encourages clients to complete the manufacturer surveys to provide feedback
Coordinates work overflow
Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
Maintains a record of status of special order parts
Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards
Maintains required hours per repair order (HPR) in accordance with dealership standards
Attends weekly department meetings
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED); and one to three months related experience and/or training; or equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS (Including Driver's License)
Operator Driver's License (must be insurable).
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Benefits
Benefits include medical, vision, dental and life insurance, 401K retirement savings plan, Vacation time, holiday and company paid continuing education and training. Our company maintains a strong policy of equal employment opportunity for all qualified employees. We hire, train, promote and compensate associates on the basis of personal and professional competence and potential for advancement without regard for race, color, religion, sex, national origin, age, marital status, disability or citizenship, as well as other classifications protected by applicable federal, state or local laws.
About Our Dealership
Don McGill has been a premier Toyota dealer in Houston for over 40 years. We owe this long tenure to having a hardworking, dedicated staff of professional team members who strive to be #1 in all they do. We offer career paths if your interest is in Sales, Service, Parts, Finance, Administration, Collision Center, or Management. If you are interested in one of the most financially rewarding careers out there, we’d love to hear from you!
