Assistant Service Manager

Position Summary

The Assistant Service Manager supports the Service Manager in overseeing the daily operations of a high-volume BMW service department. This role is responsible for driving customer satisfaction, service revenue growth, technician productivity, warranty compliance, and employee development while ensuring adherence to BMW standards and dealership policies. The Assistant Service Manager serves as a leader for Service Advisors, Valets, Dispatchers, and support staff and acts as the Service Manager’s designee when necessary.

Essential Duties & Responsibilities

Department Operations

Assist in managing daily service lane operations and workflow.
Monitor appointment schedules and shop capacity.
Ensure proper dispatching of repair orders to maximize technician efficiency.
Review repair order quality, documentation, and billing accuracy.
Support implementation of BMW Aftersales programs and initiatives.
Maintain compliance with BMW warranty and policy requirements.
Monitor vehicle status and expedite repairs to meet promised delivery times.

Customer Experience

Resolve customer concerns and escalated service issues.
Ensure every customer receives a premium BMW ownership experience.
Review CSI, NPS, and customer feedback reports.
Assist advisors with difficult repair explanations and goodwill requests.
Conduct customer follow-up and retention activities.
Maintain strong relationships with BMW owners and fleet accounts.

Service Advisor Leadership

Coach and develop Service Advisors on sales, customer handling, and BMW processes.
Monitor advisor performance, productivity, and effective labor rate.
Review daily appointments and advisor workloads.
Conduct training on BMW systems, products, and customer service standards.
Assist with recruiting, onboarding, and performance evaluations.

Financial Performance

Assist in achieving departmental sales and gross profit objectives.
Monitor labor sales, maintenance package penetration, and menu presentation compliance.
Control warranty expense and policy adjustments.
Review declined services and lost sales opportunities.
Analyze departmental KPIs and implement corrective actions.

Technician & Shop Management

Work closely with Shop Foreman and technicians to improve productivity.
Monitor technician efficiency and proficiency.
Help manage shop loading and work distribution.
Ensure proper training and certification compliance.
Promote a safe and productive work environment.

BMW Compliance & Administration

Ensure BMW warranty claims are properly documented.
Maintain audit-ready repair orders and service records.
Support BMW Aftersales audits and facility standards.
Ensure adherence to dealership, state, and federal regulations.
Maintain accurate departmental reporting and performance metrics.

Key Performance Indicators (KPIs)

Customer Satisfaction Index (CSI)
Net Promoter Score (NPS)
Labor Sales Growth
Customer Pay Hours Per Repair Order
Effective Labor Rate (ELR)
Warranty Compliance
Technician Productivity & Efficiency
Service Retention
Maintenance Package Penetration
Advisor Sales Performance
Appointment Show Rate
Repair Order Cycle Time

Qualifications

Required

3–5+ years automotive service experience.
Prior experience as Service Advisor, Team Leader, or Assistant Service Manager.
Strong knowledge of BMW service operations and warranty processes preferred.
Experience with Dealertrack, or similar DMS systems.
Excellent leadership, communication, and conflict-resolution skills.
Valid driver’s license with clean driving record.

Preferred

BMW Service Advisor Certification.
BMW Aftersales training experience.
Previous luxury automotive dealership experience.
Proven track record managing CSI and departmental profitability.