Assistant Service Manager BMW​/Mini

Reports To:

Fixed Operations Director
Department: BMW/MINI Service
Company:
Bill Pearce Motors

The BMW/MINI Assistant Service Manager is responsible for assisting the Fixed Operations Director with the day-to-day operation, supervision, and performance of the BMW and MINI Service Departments.

This is a working management position requiring a consistent and visible presence on the service drive. The Assistant Service Manager is expected to support service advisors, the Service Drive Greeter, service porters, customers, and other department personnel while ensuring established dealership and manufacturer processes are followed.

The Assistant Service Manager reports directly to the Fixed Operations Director and works closely with the Shop Foreman, Porsche/Volvo Assistant Service Manager, Parts Department, Call Center, and other department leads.

When the Fixed Operations Director is unavailable, the Assistant Service Manager will serve as the primary on-site management representative for BMW/MINI Service and handle normal day-to-day operational decisions. Significant financial, personnel, or unusual customer matters should be escalated to the Fixed Operations Director as appropriate.

• Directly supervise BMW and MINI service advisors.
• Monitor advisor performance and established departmental KPIs.
• Provide day-to-day direction and correction when established standards or processes are not being followed.
• Monitor employee attendance, punctuality, conduct, professional appearance, and work performance.
• Participate in employee performance management and disciplinary documentation when necessary.
• Participate in recruiting, interviewing, onboarding, and training activities when requested, with final hiring decisions remaining with the Fixed Operations Director.
• Verify that established dealership and BMW/MINI processes are consistently being followed by service advisors.
• Coordinate service advisor vacation schedules to maintain appropriate department coverage.
• Fill in as a service advisor when necessary due to vacations, absences, staffing shortages, or operational requirements.
• When filling in as an advisor, perform the complete service advisor function, including customer write-up, estimates, customer communication, presentation of recommended services, obtaining authorization, repair coordination, documentation, and repair order closing.

• Serve as the primary management contact for BMW/MINI customer concerns and escalations before issues are elevated to the Fixed Operations Director.
• Respond quickly and professionally to customer concerns and work toward timely resolution.
• Review customer quality tickets daily.
• Ensure customer quality tickets are properly documented, including the concern, actions taken, and final resolution.
• Ensure resolved customer quality tickets are closed in a timely manner.
• Escalate significant, unusual, or unresolved customer concerns to the Fixed Operations Director.
• Monitor BMW and MINI CSI and customer feedback and assist in identifying process or employee issues contributing to negative customer experiences.
• Maintain a visible management presence on the BMW/MINI service drive, particularly during peak customer arrival and pickup periods.
• Ensure advisors follow established customer communication standards, including timely updates, realistic promised completion times, proper estimates and authorizations, professional communication, complete repair order notes, and end-of-day communication when a customer's vehicle will remain at the dealership.

• Customer goodwill adjustments, discounts, complimentary services, and other financial accommodations initially require authorization from the Fixed Operations Director.
• Approval authority may be delegated in the future as the Assistant Service Manager demonstrates the appropriate level of experience, judgment, and understanding of departmental policies and financial objectives.

• Oversee the overall flow and operation of the BMW/MINI service drive.
• Monitor customer check-in and pickup processes, advisor workload, customer wait times, vehicle staging, and other conditions that may affect service-drive efficiency.
• Identify operational bottlenecks and take reasonable action to maintain an efficient customer experience.
• Maintain BMW/MINI service-drive and customer-facing facility standards,…