Assistant Service Manager

Assistant Service Manager 📍 Farmingdale, NY | Full-Time | On-Site TLC Auto & Truck Repair CenterAt TLC Auto & Truck, we don’t just fix vehicles — we build long-term customer relationships and high-performing service teams. We’re looking for a driven Assistant Service Manager who can lead from the front, hold standards, and elevate both the customer experience and shop performance.This is not an order-taking role. This is a leadership position for someone who understands service operations, thrives on accountability, and knows how to drive results in a fast-paced environment.What You’ll DoServe as the primary point of contact for customers, delivering a professional, transparent, and high-trust experienceLead and hold Service Advisors accountable to daily KPIs (ARO, ELR, closing ratio, CSI, etc.)Manage workflow: write repair orders, schedule efficiently, and maximize shop productivityClearly communicate vehicle needs, estimates, and timelines — no confusion, no surprisesMonitor department performance, budgets, and key metrics, keeping leadership informedDrive customer satisfaction and online reputation (Google reviews, retention, referrals)Handle escalations and customer concerns with confidence and professionalismReview completed work with customers and ensure full understanding of services performedCollaborate closely with technicians to ensure proper diagnostics, repair quality, and efficiencyIdentify opportunities to increase ARO through ethical upselling and maintenance planningHelp implement pricing strategies, promotions, and service packagesEnsure the shop is operating with proper equipment, training, and processesMaintain a clean, organized, and process-driven service environmentwrite repair orders and handle them from start to end when needed.What We’re Looking For:Proven experience as a Service Advisor or Assistant Service Manager (automotive required)Strong leadership mindset — you’re comfortable holding people accountable and coaching performanceExperience with fleet and diesel is a major plusDeep understanding of service KPIs (ARO, ELR, GP, CSI, productivity)Excellent communication and customer handling skillsOrganized, detail-oriented, and able to manage multiple priorities without dropping the ballHigh level of professionalism with a results-driven attitudeWhy TLC Auto & Truck?High-volume, growth-focused shop with real opportunity to advancePerformance-driven culture — your results matter hereOpportunity to directly impact operations, team performance, and profitabilityLeadership that values accountability, structure, and continuous improvementNo weekendsQualificationsProven experience in customer service and conflict resolution.Strong organizational, scheduling, and time-management abilities.Knowledge of automotive repair processes and terminology.Proficiency in using service management software and basic computer skills.Excellent communication and interpersonal skills to build customer relationships and facilitate team collaboration.Ability to work well in a fast-paced, on-site setting in Farmingdale, NY.Understanding of safety regulations and compliance standards in automotive services.High school diploma or equivalent; additional technical or management certifications are a plus.