Assistant Service Manager

Lithia & Driveway; Paramus (NJ); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

Job summary

Lithia & Driveway seeks an experienced Assistant Service Manager at Mercedes-Benz of Paramus to lead daily service operations and drive an exceptional customer experience. This role partners with the Service Manager to maximize technician productivity while ensuring OEM compliance and profitable department performance.

The ideal candidate has 3+ years in automotive service leadership, strong operational and leadership skills, and experience with CDK, Reynolds & Reynolds, or Dealertrack.

Qualifications

• 3+ years of automotive service leadership experience in a franchised dealership environment, with high-volume luxury experience preferred.
• Strong understanding of dealership service operations, repair order management, and customer service best practices.
• Knowledge of OEM warranty processes and dealership compliance standards.
• Experience with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar).
• Ability to analyze operational reports and performance metrics.
• Proven leadership, coaching, and team-building abilities.
• Effective conflict resolution and customer relations skills.

Responsibilities

• Support the day-to-day operations of the Service Department to ensure efficient workflow and outstanding customer service.
• Assist in managing service advisors, technicians, and support staff to meet departmental objectives.
• Monitor repair order flow, technician productivity, efficiency, and shop capacity utilization.
• Help ensure customers receive prompt, professional, and accurate service throughout the repair process.
• Resolve customer concerns and escalated issues in a timely and professional manner.
• Review repair orders for completeness, accuracy, and compliance with OEM and dealership standards.
• Coordinate with Parts Department personnel to ensure timely parts availability and repair completion.
• Monitor KPIs including CSI, labor sales, effective labor rate, technician efficiency, productivity, and warranty performance.
• Assist with employee coaching, onboarding, training, and performance development.
• Ensure adherence to manufacturer warranty policies, dealership procedures, and safety requirements.
• Support service marketing, maintenance programs, and customer retention initiatives.
• Maintain a clean, organized, and safe service environment.
• Assist with scheduling, workload distribution, and resource allocation within the service department.
• Serve as Acting Service Manager during absences and provide leadership support as needed.
• Perform all other duties as assigned by dealership leadership.

Skills

Leadership

Customer service

Operations management

Communication

Coaching

Team building

Time management

Problem solving

Tools

CDK

Reynolds & Reynolds

Dealertrack

Job description

Dealership:

L0766 Mercedes-Benz of Paramus

Mercedes-Benz of Paramus

Accelerate Your Career with Mercedes-Benz of Paramus

Great service teams don’t happen by accident. They are built by leaders who thrive in a fast-paced environment, inspire people to perform at their best, and never settle for average.

Mercedes-Benz of Paramus is looking for an Assistant Service Manager who is ready to help drive daily operations, deliver an exceptional customer experience, and support one of the most respected luxury automotive brands in the world. If you’re passionate about leadership, love the energy of a busy service drive, and want to grow your career with a dealership that sets the standard for excellence, we want to hear from you.

Why Join Our Team?

We don’t just offer jobs – we offer opportunities. At Lithia & Driveway , we’re powered by people and driven to deliver results. As one of the largest automotive retailers in North America, we’re focused on growing leaders who want to make an impact – both in their store and across the company. Our culture is rooted in values like earning customers for life, improving constantly, and taking ownership of results.

At Lithia & Driveway, you’ll find:

• Real opportunities for advancement across a national network
• Leadership development and training through our internal learning programs
• A high-performance culture that recognizes and rewards results
• The ability to influence store success and shape your team

What You’ll Do:

The Assistant Service Manager plays a key leadership role in supporting all aspects of dealership service operations. This position partners with the Service Manager to ensure exceptional customer experiences, maximize technician productivity, maintain OEM compliance, and achieve department performance goals. The Assistant Service Manager serves as a resource for service advisors, technicians, and customers while helping drive profitability, efficiency, and customer retention.

• Support the day-to-day operations of the Service Department to ensure efficient workflow and outstanding customer service.
• Assist in managing service advisors, technicians, and support staff to meet departmental objectives.
• Monitor repair order flow, technician productivity, efficiency, and shop capacity utilization.
• Help ensure customers receive prompt, professional, and accurate service throughout the repair process.
• Resolve customer concerns and escalated issues in a timely and professional manner.
• Review repair orders for completeness, accuracy, and compliance with OEM and dealership standards.
• Coordinate with Parts Department personnel to ensure timely parts availability and repair completion.
• Monitor key performance indicators (KPIs), including CSI, labor sales, effective labor rate, technician efficiency, productivity, and warranty performance.
• Assist with employee coaching, onboarding, training, and performance development.
• Ensure adherence to manufacturer warranty policies, dealership procedures, and safety requirements.
• Support service marketing, maintenance programs, and customer retention initiatives.
• Maintain a clean, organized, and safe service environment.
• Assist with scheduling, workload distribution, and resource allocation within the service department.
• Serve as Acting Service Manager during absences and provide leadership support as needed.
• Perform all other duties as assigned by dealership leadership.

What You’ll Bring:

• 3+ years of automotive service leadership experience in a franchised dealership environment working as a Service Manager or Assistant Service Manager, with high-volume luxury experienced preferred.
• Strong understanding of dealership service operations, repair order management, and customer service best practices.
• Knowledge of OEM warranty processes, manufacturer requirements, and dealership compliance standards.
• Experience working with dealership management systems (CDK, Reynolds & Reynolds, Dealertrack, or similar).
• Ability to analyze operational reports and performance metrics.
• Proven leadership, coaching, and team-building abilities.
• Effective conflict resolution and customer relations skills.
• Strong communication, organization, and time-management skills.
• Ability to thrive in a fast-paced, customer-focused environment.
• Valid driver’s license and acceptable driving record.

Total Rewards

$150,000 - $180,000/ annually

This is a performance driven position, eligible for short-term and/or long-term incentives as part of total compensation, which includes a Base/Salary/Hourly offset and the opportunity to earn bonus and commission.

Actual pay offered may vary depending on skills, experience, job-related knowledge, and physical location. Final compensation will be established through the interview process in accordance with applicable pay equity and transparency laws.

We offer a comprehensive benefits package designed to support you and your family, including:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

Additional information about our Total Rewards benefits can be reviewed on our careers site at www.totalrewards.lithiadriveway.com.

About Us

At Lithia & Driveway (NYSE: LAD) our success is fueled by our high performing teams deliveringAuto Done Easyfor our customers. We create simple, transparent, and convenient customer experiences throughout the vehicle-ownership lifecycle by leveraging our hundreds of store locations and our key adjacencies - Driveway, DFC, and GreenCars. We’ve built a retail model that champions entrepreneurial leadership,Growth Powered by People, and a strategy that creates possibilities and pushes us to reach our potential.

High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Reasonable accommodations may be made to enable individuals to perform the essential functions.