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Assistant Service Manager
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Wilsonville Toyota
Wilsonville, OR (In Person)
$112,500 Salary, Full-Time
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Job Description
Assistant Service Drive Manager Wilsonville Toyota - Wilsonville, OR Position Summary The Assistant Service Drive Manager is responsible for leading the daily operations of the service drive, ensuring every guest receives an exceptional experience while maintaining efficient workflow, strong advisor performance, and high technician productivity. This position works closely with the Service Manager to coach the service team, improve processes, and deliver outstanding customer satisfaction. The ideal candidate is a proven leader with strong automotive knowledge, excellent communication skills, and a passion for developing people while creating an exceptional customer experience. Key Responsibilities Leadership & Team Development Assist in leading, coaching, and developing Service Advisors and Express Advisors. Conduct daily service huddles and communicate department goals. Monitor advisor performance and provide ongoing coaching to achieve KPIs. Assist with recruiting, onboarding, and training new team members. Foster a positive, accountable, and customer-focused culture. Customer Experience Ensure every customer receives a professional, transparent, and efficient service experience. Resolve customer concerns promptly and professionally. Maintain and improve Customer Satisfaction Support advisors with difficult repair recommendations and customer conversations. Monitor appointment flow and minimize customer wait times. Operations Oversee daily service drive operations and advisor workflow. Ensure repair orders are written accurately and completed efficiently. Coordinate with Shop Foremen and Dispatch to maximize technician productivity. Monitor vehicle status throughout the repair process. Assist in managing loaner vehicles and customer transportation needs. Help maintain proper scheduling and shop capacity. Performance & Accountability Monitor and improve department KPIs including: Customer Satisfaction (CSI) Effective Labor Rate (ELR) Hours Per Repair Order (HPRO) Technician Productivity & Efficiency Advisor Sales Performance Maintenance Menu Penetration Warranty Labor Accuracy Repair Order Quality Comeback Percentage Appointment Show Rate Gross Profit Repair Order Count Compliance & Safety Ensure compliance with all dealership policies and manufacturer requirements. Maintain OSHA, EPA, and hazardous waste compliance. Follow all federal, state, and local regulations. Promote ethical business practices and accurate documentation. Qualifications Previous experience as a Service Advisor required. Previous leadership or supervisory experience preferred. Strong understanding of automotive repair and maintenance. Excellent communication and conflict resolution skills. Ability to lead in a fast-paced environment. Strong organizational and multitasking abilities. Computer proficiency including dealership management systems. Valid driver's license with clean driving record. Preferred Qualifications ASE Service Consultant Certification preferred. Associate's Degree in Automotive Technology or related field preferred. Bachelor's Degree in Business or Management is a plus. Experience with Toyota dealership operations preferred but not required. Compensation & Benefits Wilsonville Toyota offers a competitive compensation package that rewards performance. Benefits Include Competitive salary plus performance incentives Weekly pay Paid Time Off (PTO) Paid Holidays Medical Insurance Dental Insurance Vision Insurance Health Savings Account (HSA) / Flexible Spending Account (FSA) 401(k) with company match Life Insurance Disability Insurance Employee Vehicle Purchase Program Employee Service & Parts Discounts Ongoing Training and Career Development Advancement Opportunities within Alpha Auto Group NW Why Wilsonville Toyota? At Wilsonville Toyota, our mission is to deliver an exceptional ownership experience through transparency, integrity, and outstanding customer service. We believe in developing great leaders, empowering our employees, and creating opportunities for long-term career growth. If you're passionate about leadership, customer service, and operational excellence, we'd love to have you join our team.