Job Title: Assistant Service Manager

Location: Ron Marhofer Auto Family – Northeast Ohio

Department: Service / Fixed Operations

Reports To: Service Manager

Company Overview

At The Ron Marhofer Auto Family, we’ve proudly served Northeast Ohio since 1919. As a family-owned group of dealerships, we are committed to delivering world-class experiences while upholding our six core values:

World-Class Experience
Commitment to Excellence
Teamwork
Trust & Respect for the Individual
Continuous Improvement
Approachability & Process Orientation

If you’re looking for a place to grow your career, receive professional training, and contribute to a positive team culture, we invite you to join our team!

Position Summary

The Assistant Service Manager works alongside the Service Manager to oversee daily operations, mentor service advisors and technicians, and uphold high-quality service standards. This role plays a critical part in scheduling, workflow management, compliance, and process improvement to drive efficiency, profitability, and customer satisfaction.

The ideal candidate will have leadership or supervisory experience in automotive service, strong communication skills, and the ability to coach and inspire a high-performing team.

Essential Duties & Responsibilities

Leadership & Team Development

Assist in leading, mentoring, and coaching service advisors, technicians, and support staff to achieve department goals.
Promote a positive culture of excellence aligned with company values.
Conduct and participate in one-on-one meetings, training sessions, and performance reviews.
Support team professional growth through leadership training and personal development.

Operational Management

Help oversee daily service operations, including scheduling, workflow, and quality control.
Ensure compliance with dealership policies, OEM requirements, and industry regulations.
Support efficient processes for repair order (RO) presentation, payment handling, and guest follow-up.
Participate in weekly store scorecard reviews and improvement planning.
Monitor and help manage reconditioning (Recon) processes for used vehicles.

Customer Experience

Address and resolve customer concerns promptly and professionally.
Collaborate with sales and parts teams to ensure seamless service delivery.
Maintain accurate and organized service records and documentation.

Financial & Performance Management

Assist in achieving monthly and annual service objectives for both dealership and OEM.
Monitor budgets, expenses, and profitability.
Track key performance metrics and recommend corrective actions.
Help manage policy accounts, gross variance, and “We Owe” accounts within guidelines.

Guest-Facing Responsibilities

Schedule service appointments and gather customer/vehicle data prior to arrival when possible.
Greet customers in a timely, friendly manner and obtain vehicle information.
Accurately document vehicle concerns on repair orders.
Refer to service history, inspect vehicles, and recommend additional needed service.
Provide accurate cost estimates for labor and parts.
Obtain customer approvals, signatures, and payment authorization.
Communicate repair progress, changes in estimates, and time requirements to customers.
Review completed repairs, ensure quality, and explain all charges to customers.
Maintain updated menus and pricing guides.
Ensure vehicles are parked securely, keys are stored correctly, and work areas remain organized.
Maintain high customer satisfaction standards, meeting or exceeding CSI targets.
Conduct vehicle walkarounds, inspect for additional repair needs, and provide estimates.
Verify warranty coverage and collect payments when necessary.

Qualifications

Previous automotive service leadership or supervisory experience preferred.
Strong communication, interpersonal, and problem-solving skills.
Knowledge of dealership service operations, warranty processing, and compliance requirements.
Ability to lead and motivate a team in a fast-paced environment.
Commitment to continuous improvement and professional development.

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