Paulson’s Motorsports is looking for an experienced, customer-focused Lead Service Advisor/Assistant Service Manager to help manage the daily operations of our service department.
This is a hands-on position combining customer communication, repair-order management, service sales, scheduling, and department leadership. The Lead Service Advisor will work hand in hand with our Shop Foreman to coordinate workflow, support technicians, keep repairs moving, and provide customers with a professional and transparent service experience.
The Shop Foreman will lead the technical side of the department, including technician support, diagnostics, quality control, and shop production. The Lead Service Advisor will lead the customer-facing side, including communication, scheduling, repair-order administration, approvals, and follow-through.
Key Responsibilities:
Customer Service and Repair-Order Management
- Greet service customers and accurately document their concerns.
- Create complete and accurate repair orders.
- Review recommended repairs, maintenance, pricing, and estimated timelines with customers.
- Obtain customer authorization before additional work is completed.
- Provide proactive updates throughout the repair process.
- Clearly explain technician findings and recommendations.
- Coordinate unit drop-offs, pickups, storage, and completed repair deliveries.
- Resolve customer concerns professionally.
- Maintain accurate records of customer communication, approvals, and declined work.
Partnership with the Shop Foreman:
- Work closely with the Shop Foreman to manage the daily flow of work through the department.
- Review scheduled appointments, carryover work, waiting-parts units, and priority repairs each day.
- Help establish realistic completion dates based on technician capacity, parts availability, and repair complexity.
- Ensure technicians have complete repair-order information and proper customer authorization.
- Communicate technician findings, delays, and additional recommendations to customers promptly.
- Monitor open repair orders and identify anything preventing completion.
- Coordinate technician workload and shop capacity with the Shop Foreman.
- Support department productivity, quality, accountability, and organization.
Scheduling and Workflow:
- Schedule appointments according to available shop capacity.
- Maintain an organized appointment calendar and repair-order queue.
- Balance customer-pay, warranty, diagnostic, internal, and priority work.
- Review aging repair orders daily and take action to move them forward.
- Track units waiting for customer approval, parts, warranty authorization, or technician attention.
- Coordinate with the parts department regarding availability and expected arrival dates.
- Update customers promptly when timelines change.
- Ensure completed units are invoiced and customers are contacted without unnecessary delay.
Service Sales and Department Performance:
- Use technician inspections and recommendations to identify legitimate maintenance, repair, accessory, and safety-related opportunities.
- Present recommended work clearly and professionally.
- Sell complete repair solutions rather than partial repairs whenever appropriate.
- Help improve labor sales, average repair order, effective labor rate, and repair-order completion.
- Ensure diagnostic time and technician labor are properly documented and billed.
- Reduce missed labor, unauthorized work, excessive discounts, and incomplete repair orders.
- Support seasonal promotions and customer outreach.
- Contact previous and inactive customers to generate service business during slower periods.
- Build long-term customer relationships and repeat business.
Leadership Responsibilities
- Serve as the lead customer-facing employee within the service department.
- Help establish and maintain service processes and communication standards.
- Support and train other service advisors or customer-facing employees.
- Maintain accountability for repair-order documentation, customer updates, and follow-through.
- Help manage department coverage and daily priorities.
- Communicate department concerns, delays, and performance issues to management.
- Lead by example with a calm, organized, and solutions-focused approach.
Warranty and Administration:
- Ensure warranty repair orders contain the required documentation and technician notes.
- Coordinate with manufacturers and dealership staff regarding warranty approvals.
- Track warranty claims and follow up on delayed submissions.
- Confirm customer-pay, warranty, internal, and goodwill work is coded correctly.
- Review completed repair orders for accuracy before invoicing.
- Ensure technician stories clearly document the complaint, cause, and correction.
- Follow dealership policies and manufacturer requirements.
What We Are Looking For:
- Previous experience as a service advisor, service writer, lead advisor, or assistant service manager.
- Powersports, motorcycle, marine, automotive, RV, or equipment dealership experience is strongly preferred.
- Strong customer service, communication, and conflict-resolution skills.
- Ability to work collaboratively with a Shop Foreman and technicians.
- Ability to manage multiple customers, repair orders, and deadlines.
- Strong organizational skills and consistent follow-through.
- Comfortable discussing repair recommendations, pricing, delays, and difficult situations.
- Basic mechanical knowledge and the ability to understand technician findings.
- Experience with dealership management software is preferred.
- Valid driver’s license and an acceptable driving record.
Compensation and Benefits
- Competitive compensation based on experience.
- Performance-based bonus/comission opportunity.
- Paid time off.
- Employee discounts.
- Opportunities for advancement and increased responsibility.
- A stable, locally owned dealership with an established customer base.
Schedule:
This is a full-time, in-person position at our Lacey, Washington dealership. Saturday availability will be required, particularly during the busy season.
About Paulson’s Motorsports:
Paulson’s Motorsports is a locally owned powersports dealership serving customers throughout the South Puget Sound region. We sell and service motorcycles, ATVs, side-by-sides, personal watercraft, and other powersports products.
We are building a service department centered around quality repairs, efficient processes, clear communication, employee accountability, and a positive customer experience.
Apply by submitting your resume or work history to [email protected] or in person at:
Paulson’s Motorsports
4402 6th Avenue SE
Lacey, WA 98503
Pay: $50,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
