What are the responsibilities and job description for the Assistant Service Manager position at Precision Honda?
Precision Honda is seeking a motivated and experienced Assistant Service Manager to support the Service Manager in overseeing daily operations within our high-performing service department. This role is critical in delivering exceptional Honda ownership experience, driving customer satisfaction (CSE), and ensuring efficient shop workflow, technician productivity, and overall department performance.
Key Responsibilities
Operational Leadership
- Help manage day-to-day service department activities to ensure smooth and efficient operations.
- Assist with technician scheduling, repair order (RO) flow, and shop loading.
- Monitor technician efficiency, proficiency, and overall department performance.
- Ensure compliance with Honda standards, dealership policies, and safety regulations.
Customer Service & Experience (CSI Focus)
- Serve as a primary point of contact for customers, delivering a high level of customer satisfaction (CSI).
- Address customer concerns and service needs promptly and professionally.
- Resolve escalated issues while maintaining a strong focus on customer retention and loyalty.
- Communicate repair status, timelines, and recommendations clearly to customers.
Team Support, Dispatching & Development
- Assist in onboarding and training service advisors and technicians.
- Coordinate dispatching of repair orders (ROs) based on technician skill level, certification, and workload.
- Monitor shop loading and workflow efficiency to support maximum productivity.
- Provide coaching and performance feedback to improve team effectiveness.
- Foster a positive, team-oriented environment aligned with Precision Honda’s culture and values.
Administrative & Performance Tracking
- Ensure accuracy of repair orders (ROs), service documentation, and warranty coding.
- Track key performance indicators including hours per RO (HPRO), effective labor rate (ELR), technician efficiency, and CSE scores.
- Assist with parts coordination and inventory control to minimize delays and downtime.
Process Improvement & Service Excellence
- Identify opportunities to improve workflow, customer experience, and service efficiency.
- Support implementation of dealership and Honda service processes, tools, and programs.
- Monitor customer feedback and online reviews to continuously improve service quality.
Financial & Operational Support
- Assist in managing department expenses, labor sales, and profitability.
- Support achievement of monthly sales goals, gross profit targets, and productivity benchmarks.
- Coordinate employee scheduling, timekeeping, and payroll support.
Qualifications
- Experience in an automotive dealership service department (Honda or import experience preferred).
- Strong knowledge of repair order (RO) management, dispatching, and shop workflow.
- Proven ability to drive CSE, team performance, and operational efficiency.
- Excellent leadership, communication, and problem-solving skills.
- Familiarity with dealer management systems (DMS), service scheduling tools, and reporting systems.
- Ability to thrive in a fast-paced, customer-focused environment.
Why Precision Honda
- Competitive compensation and performance-based incentives
- Opportunities for growth within a leading dealership
- Team-oriented, high-performance work environment
- Commitment to excellence in customer service and employee development