Assistant Service Manager

Dilawri Overview 

 

Join Canada’s Largest Automotive Group 

 

If you are looking to grow your career with an organization driven by excellence, integrity, and innovation, Dilawri offers an environment where people are supported and empowered to succeed. 

 

Founded in 1985, Dilawri is Canada’s largest automotive group and one of Canada’s Best Managed Companies. Dilawri operates over 80 franchised dealerships, representing more than 35 of the world’s most respected automotive brands across British Columbia, Alberta, Saskatchewan, Ontario, Quebec, and Washington, DC. 

 

With a team of more than 4,000 employees, Dilawri fosters a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back guide how we work, how we lead, and how we serve our customers and communities. Through the Dilawri Foundation, we are also committed to making a meaningful impact in the communities we serve. 

 

Discover how you can build your career with Dilawri

 

Position Overview 

Porsche Centre Vancouver is currently looking to fill the position of Assistant Service Manager. Reporting to the Service Manager, the Assistant Service Manager (ASM) plays a key leadership role in supporting the day-to-day operations of the Service Department at our luxury dealership. This position is responsible for strengthening the performance of the front-end service team, ensuring exceptional customer experiences, and upholding brand and manufacturer standards.

The ASM acts as a key liaison between customers, Service Advisors, and Technicians, providing hands-on leadership, coaching, and operational support. This role is critical to maintaining strong CSI performance, resolving customer concerns, and ensuring smooth, efficient service workflows while operating within Porsche’s rigorous operational and customer care standards.

This is a Commission Based position.

 

Primary Duties and Responsibilities  

·         Support the Service Manager with the daily operations of the Service Department

·         Provide leadership, coaching, and ongoing development to Service Advisors, with a focus on customer satisfaction, efficiency, and best practices

·         Act as a customer-facing escalation point, professionally resolving concerns and complaints to maintain exceptional luxury service standards

·         Monitor, maintain, and improve CSI performance, including proactive issue identification, follow-up, and corrective action

·         Ensure all service processes, policies, and manufacturer standards are consistently followed

·         Assist with scheduling, workflow coordination, and balancing customer needs with shop capacity

·         Maintain accurate service records, reporting, and documentation in accordance with manufacturer and dealership requirements

·         Support service appointment management, service reminders, recall notifications, and follow-up communication

·         Collaborate closely with Technicians and Shop Forepersons to optimize repair quality, turnaround time, and communication

·         Utilize dealership systems such as CDK and Xtime to manage service operations efficiently

·         Contribute to continuous improvement initiatives, problem-solving, and process optimization

·         Uphold Dilawri’s values of excellence, integrity, teamwork, and customer-first service in all interactions

 

Qualifications Required 

Experience & Knowledge

·         Minimum 5 years of combined experience in an automotive service environment (e.g., Service Advisor, Technician, Shop Foreperson)

·         Previous Assistant Service Manager experience, preferably within a luxury dealership environment, is strongly preferred

·         Customer-facing experience with a German automotive brand is highly desirable

·         Solid technical understanding of vehicle systems; hands-on technical experience is considered an asset

Skills & Abilities

·         Strong leadership and coaching abilities, with a passion for developing front-line teams

·         Exceptional customer service skills and the ability to professionally manage escalated situations

·          Highly organized, detail-oriented, and able to effectively multi-task in a fast-paced environment

·         Strong written and verbal communication skills

·         Ability to think critically, solve problems, and make sound decisions while operating within strict manufacturer guidelines

·         Proficient in dealership management systems, including CDK; Xtime experience is an asset

·         Self-motivated, dependable, and able to work with minimal supervision

·         Legally entitled to work in Canada

 

About Dilawri 

In addition to working with and learning from a team of leading professionals in the automotive industry, our benefits include: 

 

• Discounted employee vehicle purchase program 

• Job-specific coaching & training programs 

• Comprehensive health & dental plans 

• Employee wellness & assistance programs 

• Employee social events 

 

Build your career with a team that is driven by excellence, integrity and innovation.   

 

Discover Dilawri.