Assistant Service Manager - Lexus of Portland

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Lexus of Portland is looking for an Assistant Service Manager to join their team!

In this role the ASM will be responsible for increasing overall service satisfaction, service department profitability, coordinating efficient and timely processes for Service Advisors and office staff, and promoting overall employee satisfaction.  

What will you do?

• Greet customers in the service drive during busy times, directing them to the proper place

• Assist with walk arounds

• Resolve customer issues and complaints in person and over the phone, referring to Service Manager when necessary

• Follow customer hot alerts through various programs

• Coordinate shuttle activities – customer pick-ups and deliveries

• Monitor write up area during busy pick-up times, assist with active redelivery when necessary and answer questions and concerns  

• Assist Service Advisors - Fill in for absent service advisors when more than one person is out

• Watch carryover jobs for advisors

• Approve expenses:  rental cars, goodwill adjustments, after warranty adjustments

• Assist advisors write up customers if there is a momentary overload  

• Assist Service Office - Providing backup to bookers, schedulers, and cashiers as needed

• Ensure that phone training is used and that phone calls are being handled properly

• Ensure that the workload is being scheduled properly  

• Participate in all service department daily huddles

• Ensure that the facility looks good for our customers and employees – direct activities of utility staff

• Assist with opening, closing and lockup duties

• Coordinate advisor and office training activities

Additional Responsibilities:

• Assist with training for new hires for advisors, office, or porters

• Make sure that the proper staffing level is maintained at advisor, office, service drive, and carwash workstations

• Monitor employee schedules for breaks, lunches

• Coach and counsel employees on job performance, provide feedback, and assist Service Manager with reviews and disciplinary actions

• Assist Service Manager with interviews for new employees  

• Receive information from Warranty Administrator regarding rejected or underpaid claims, research information, and provide appeal information back to Warranty Administrator (involving Service Manager when necessary)

• Watch performance indicators for advisors and use information to coach advisors

• Review cash tickets daily for upsell and accuracy and assist with payroll as necessary

• Assist in monitoring Service Department expenses, signing purchase orders in a timely fashion  

• Receive information from Warranty Administrator regarding rejected or underpaid claims, research information, and provide appeal information back to Warranty Administrator (involving Service Manager when necessary)

What are we looking for?

• 5 plus years automotive service experience

• High School degree or equivalent

• Strong customer service and communication skills  

Total Target Compensation: $120,000 - $140,000/annually (based on experience)

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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and support