Assistant Service Manager BMW/Mini

BMW/MINI ASSISTANT SERVICE MANAGER

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

POSITION SUMMARY

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.

PRIMARY RESPONSIBILITIES

Service Advisor Supervision

• 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.

Customer Experience and Escalations

• 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 and Financial Adjustments

• 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.

Service Drive Operations

• 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, including cleanliness, organization, advisor workstations, vehicle staging areas, and overall professional appearance.

• Address deficiencies with the appropriate employees when established standards are not being maintained.

• Monitor daily staffing levels and make reasonable coverage adjustments when employees call out or staffing shortages occur.

• Involve the Fixed Operations Director when staffing levels may materially affect appointments, customer service, or department operations.

Service Drive Greeter and Porter Oversight

• Directly oversee the BMW/MINI Service Drive Greeter.

• Ensure the Service Drive Greeter is properly managing the BMW/MINI loaner fleet, including availability, vehicle readiness, overdue vehicles, damage reporting, and coordination with scheduled appointments.

• Manage the Service Drive Greeter's schedule.

• Share responsibility with the Porsche/Volvo Assistant Service Manager for scheduling and supervising service porters.

• Coordinate porter staffing, daily assignments, vehicle movement, productivity, conduct, and cleanliness expectations with the Porsche/Volvo Assistant Service Manager.

• Work cooperatively with the Porsche/Volvo Assistant Service Manager to ensure shared porter resources are appropriately allocated between departments.

Repair Order Review and Administration

• Review repair orders for proper documentation, pricing, labor operations, declined work, advisor notes, authorization, and overall accuracy.

• Review BMW/MINI open repair order reports weekly.

• Identify aging, incomplete, or problematic repair orders and work with advisors to address routine issues.

• Bring significant open repair order concerns to the Fixed Operations Director as necessary.

• Participate with the Fixed Operations Director in reviewing aging and open repair orders, including vehicles delayed by parts, authorization, diagnosis, sublet work, or other circumstances.

• Participate with the Fixed Operations Director in month-end closing activities.

• Work with service advisors at month-end to ensure all open repair orders are accounted for, properly documented, and closed accurately and in a timely manner.

Department Performance and KPI Reporting

• Monitor established BMW/MINI service department performance KPIs.

• Prepare and provide a weekly performance report to the Fixed Operations Director.

• Identify significant trends, performance concerns, or areas requiring management attention.

• Review weekly performance results with the Fixed Operations Director.

• Take specific profitability, performance, or process-improvement actions as directed by the Fixed Operations Director following weekly reviews.

• Monitor controllable department expenses, including policy/goodwill expense, supplies, overtime, loaner/rental-related costs, and other operating expenses.

• Bring unusual or excessive expenses to the attention of the Fixed Operations Director.

Appointment Capacity and Production Flow

• Monitor BMW/MINI appointment volume in relation to available technician capacity.

• Coordinate with the Call Center and service scheduling personnel when appointment volume needs to be increased, reduced, or redistributed based on available shop capacity.

• Participate in weekly team-lead meetings with the Fixed Operations Director and department leads.

• Participate in discussions regarding shop capacity, production flow, staffing, workflow concerns, repair delays, and other issues affecting department performance.

BMW/MINI Manufacturer Compliance and Training

• Monitor applicable BMW and MINI manufacturer service requirements and dealership compliance standards.

• Monitor required employee manufacturer training.

• Ensure all required BMW/MINI employee training is completed no later than one month before the end of each quarter.

• Identify incomplete or outstanding training early enough to prevent last-minute compliance issues.

• Monitor adherence to applicable manufacturer service processes, customer-contact standards, documentation requirements, and program requirements.

• Attend and actively participate in BMW/MINI service department meetings when held.

Technician Video and MPI Compliance

• Assist the Fixed Operations Director in monitoring technician video inspection and MPI compliance.

• Help verify that required videos are completed and meet established dealership standards.

• Identify deficiencies and work with the Shop Foreman and appropriate personnel to correct process issues.

• Comeback and repeat-repair analysis remains the responsibility of the Shop Foreman.

Warranty Process Support

• Assist with BMW/MINI warranty-process oversight.

• Help identify inadequate repair order documentation, missing information, time-punch issues, or other concerns that could affect warranty compliance.

• Reinforce established warranty documentation and process requirements with advisors and other appropriate employees.

• Bring significant, questionable, or uncertain warranty matters to the Fixed Operations Director for guidance rather than independently making warranty-policy determinations outside delegated authority.

Parts Department Coordination

• Become involved in parts-related issues when service advisors are unable to obtain clear or timely answers.

• Assist in resolving parts availability, backorder, special-order, incorrect-part, or other parts-related concerns that are affecting workflow, promised completion dates, or customer communication.

• Work cooperatively with Parts Department management to resolve operational concerns when necessary.

Employee Scheduling and Administration

• Review employee timecards, PTO requests, missed punches, attendance records, and overtime for assigned BMW/MINI service personnel.

• Coordinate shared porter-related scheduling and administrative matters with the Porsche/Volvo Assistant Service Manager.

• Participate in formal performance and disciplinary documentation when necessary.

• Assist with corrective discussions and written documentation for employee performance, attendance, conduct, or policy issues.

• Coordinate significant disciplinary matters with the Fixed Operations Director and applicable dealership procedures.

Opening and Closing Responsibilities

• Provide management oversight of the opening and closing of the BMW/MINI service operation.

• Ensure appropriate staffing and operational readiness at the beginning of the business day.

• At closing, ensure customer vehicles, keys, paperwork, and applicable repair orders are properly accounted for.

• Ensure the BMW/MINI service area is organized and appropriately secured at the end of the business day.

WORKING RELATIONSHIPS

The BMW/MINI Assistant Service Manager reports directly to the Fixed Operations Director and is expected to maintain effective working relationships with:

• BMW/MINI Service Advisors
• BMW/MINI Service Drive Greeter
• Service Porters
• Shop Foreman
• Technicians
• Porsche/Volvo Assistant Service Manager
• Parts Department
• Service Call Center
• Warranty personnel
• Department team leads
• Other dealership departments as necessary

AUTHORITY AND ESCALATION

The Assistant Service Manager is expected to exercise sound judgment and make reasonable day-to-day operational decisions within established dealership policies and delegated authority.

Matters involving significant financial commitments, unusual customer accommodations, major personnel decisions, uncertain warranty-policy interpretations, or issues outside established authority should be brought to the Fixed Operations Director.

As experience and understanding of departmental operations increase, additional decision-making and financial authority may be delegated by the Fixed Operations Director.

OVERALL EXPECTATION

The BMW/MINI Assistant Service Manager is expected to help create an organized, accountable, customer-focused, and productive service operation.

Success in this position requires active involvement in the department rather than management solely from an office. The Assistant Service Manager should maintain a visible presence on the service drive, support employees when needed, identify problems before they become larger issues, enforce established processes consistently, communicate concerns promptly, and assist the Fixed Operations Director in maintaining the operational and customer-service standards expected of the BMW and MINI Service Departments.

The responsibilities listed above are intended to define the primary functions of the position. Additional reasonable duties related to BMW/MINI service operations may be assigned by the Fixed Operations Director as business needs require.