Powersports Assistant Service Manager

Fox Powersports is seeking an Assistant Service Manager to help lead the front-of-house operations of our Service Department.

This position will focus primarily on Service Advisor performance, customer experience, repair order progression, communication, scheduling, and overall front-counter workflow
. The Assistant Service Manager will help ensure customers receive timely, professional communication while also keeping Service Advisors organized, accountable, and focused on moving repair orders efficiently through the department.

This is a hands-on leadership position. In addition to monitoring department activity and coaching the Service Advisor team, the Assistant Service Manager must be comfortable stepping behind the counter and assisting customers when necessary-whether during peak traffic periods, employee days off, vacations, or other coverage needs.

The ideal candidate is highly organized, customer-focused, comfortable managing multiple priorities, and able to lead employees while maintaining a strong sense of urgency.

• Help oversee the daily activities and workflow of the Service Advisor team.
• Establish clear expectations for customer communication, follow-up, documentation, and repair order management.
• Monitor Service Advisor activity throughout the day to ensure customers and open repair orders are being actively managed.
• Coach Service Advisors on customer interactions, organization, communication, sales opportunities, and time management.
• Identify repair orders or customers that are not receiving appropriate follow-up and intervene before issues escalates.
• Help train and onboard new Service Advisors.
• Reinforce department processes, procedures, and customer service standards.
• Provide feedback to the Service Manager regarding Advisor performance, training needs, workflow issues, and recurring problems.

• Routinely review open repair orders to ensure they are progressing through the department.
• Identify ROs that have stalled due to pending authorization, parts, technician updates, warranty approval, customer communication, or other issues.
• Ensure Service Advisors are following up appropriately on aging repair orders.
• Monitor promised completion dates and customer expectations.
• Help coordinate communication between Service Advisors, technicians, Parts, warranty personnel, and Service Management.
• Ensure repair order notes and customer communication are properly documented in Light Speed.
• Help maintain accurate RO statuses so the department has a clear understanding of where each customer's unit stands.
• Escalate bottlenecks or unusual delays to the Service Manager.

• Help ensure every Service customer receives professional, timely, and consistent communication.
• Assist with escalated customer concerns and difficult conversations.
• Step in when additional management involvement can help resolve a situation before it becomes a larger customer service issue.
• Review customer concerns and work with Service Advisors and management to develop appropriate solutions.
• Help set realistic customer expectations regarding timelines, parts availability, diagnostics, repairs, and communication.
• Follow up on significant customer concerns when necessary to ensure proper resolution.
• Promote a customer-first environment while balancing dealership policies, profitability, and operational realities.

• Act as a working backup for Service Advisors during high-volume periods.
• Cover the Service counter during Advisor days off, vacations, lunches, meetings, or unexpected absences.
• Assist with customer write-ups and vehicle/unit check-ins.
• Create and update repair orders as necessary.
• Review customer concerns and accurately document requested work.
• Contact customers for repair authorizations and updates.
• Assist with completed repair order delivery and customer checkout.
• Help manage incoming Service traffic when multiple customers arrive simultaneously.
• Be capable of carrying an Advisor workload temporarily when department staffing requires it.

• Monitor incoming Service Department phone activity.
• Ensure calls are being answered promptly and professionally.
• Monitor missed calls, abandoned calls, voicemails, and outstanding customer callbacks.
• Ensure Service Advisors are returning customer messages within established department expectations.
• Identify patterns involving excessive missed calls, delayed…