Service Support Supervisor

BMW of San Diego, a Penske Automotive Group dealership, is seeking an experienced and customer-focused Service Support Supervisor to lead our Service Support Team and help deliver extraordinary customer experiences.

JOIN OUR TEAM

At Penske Automotive Group (PAG), we strive to create a positive and inclusive workplace that promotes excellence and achievement while delivering the very best experience possible to our customers. We are looking for dedicated and motivated professionals who share that same passion to join our team.

Imagine working in a professionally and financially rewarding position where you have the opportunity to positively impact both our customers and employees every day. As a Service Support Supervisor, you will oversee the daily operations of our service support team, including Loaner Agents, Greeters, and other support staff, ensuring a seamless and exceptional experience from arrival to departure.

Pay for this position is $25 per hour, plus bonus opportunities. The expected pay is $55,000 - $68,000 per year.

SUMMARY/OBJECTIVE

The Service Support Supervisor directs and coordinates the activities of the service support team, including Loaner Agents, Greeters, and other support staff. This role is responsible for leading a team of approximately 10--20 employees, maintaining operational efficiency, ensuring compliance with company and manufacturer policies, and delivering an exceptional customer experience throughout the service process.

WHAT WE HAVE TO OFFER

• Fortune 500 company consistently recognized by Automotive News as among the "Best Dealerships to Work For."
• Proudly named to Glassdoor's Best Places to Work.
• Comprehensive benefits program, including medical, dental, and vision coverage.
• 401(k) savings and retirement plan with company match.
• Training, resources, and opportunities for career growth and advancement tailored to individual performance and career goals.
• Values-driven culture built on integrity, professionalism, excellence, and teamwork.

ESSENTIAL FUNCTIONS

• Supervise, coach, and develop a team of 10--20 service support employees, including Loaner Agents, Greeters, and other support staff.
• Direct and schedule the daily work assignments of all service support team members.
• Monitor staffing levels and productivity to ensure efficient operations and excellent customer service.
• Foster a positive, collaborative work environment focused on accountability, teamwork, and customer satisfaction.
• Facilitate training on proper techniques, policies, procedures, regulations, and best practices.
• Monitor progress and completion of documentation and paperwork completed by team members.
• Effectively manage the utilization of courtesy loaner and rental vehicles to ensure proper maintenance and sufficient inventory availability.
• Ensure loaner and rental vehicles are checked out and returned according to company, third-party, and manufacturer policies.
• Verify customers are charged appropriately for vehicle damage, moving violations, parking tickets, tolls, and related expenses.
• Complete and review reports related to fleet utilization, including length of agreements, vehicle availability, condition of returned vehicles, and service turnaround times.
• Complete required daily, weekly, monthly, and ad hoc operational reports.
• Maintain strong working relationships with service advisors, technicians, management, and other dealership departments to promote a seamless customer experience.
• Greet and assist customers in a professional, friendly, and efficient manner as needed.
• Drive vehicles to and from service areas, customer pickup areas, and display locations when necessary.
• Ensure compliance with all company policies, manufacturer standards, and applicable local, state, and federal regulations.
• Maintain accurate records and documentation in accordance with company requirements.
• Recommend process improvements, tools, and resources that enhance efficiency and customer satisfaction.
• Operate all tools and equipment safely and follow all required safety procedures.
• Maintain a professional appearance and organized work environment in accordance with company standards.
• Follow attendance, punctuality, and timekeeping requirements.
• Attend company meetings and training sessions as required.
• Perform other duties as assigned.

WHAT WE ARE LOOKING FOR

• Proven leadership experience supervising teams in a customer service, hospitality, automotive, or related environment.
• Genuine passion for delivering exceptional customer experiences.
• Strong interpersonal, communication, and organizational skills.
• Positive attitude with the ability to motivate and develop team members.
• Ability to thrive in a fast-paced, results-driven environment.
• Strong problem-solving and conflict-resolution abilities.
• Excellent attention to detail and follow-through.
• Proficiency with basic computer systems and reporting tools.
• Strong mathematical and analytical skills.
• Ability to adapt quickly and effectively manage changing priorities.

WHAT YOU CAN BRING TO THE TABLE

Leadership: Lead, motivate, and develop a high-performing support team while promoting accountability, collaboration, and operational excellence.

Customer Experience: Ensure every customer receives prompt, courteous, and professional service from arrival through vehicle pickup and departure.

Operational Excellence: Maintain efficient loaner and rental operations, optimize vehicle availability, and oversee accurate documentation and reporting.

Collaboration: Build and maintain strong relationships across departments to support a seamless service experience.

Compliance: Ensure adherence to company policies, manufacturer requirements, and all applicable regulations while safeguarding company assets.

APPLY WITH US!

If you are ready for a rewarding career with competitive compensation, bonus opportunities, comprehensive benefits, and opportunities to excel and advance, consider joining the Penske Automotive Group organization.

Our interview process typically includes a phone interview, several in-person interviews, background check, reference check, driving record review, and drug screen.

Be a part of the best customer experience team in the automotive industry--apply with us today!

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.

EEO STATEMENT

Penske Automotive Group is committed to hiring a diverse and qualified workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Penske Automotive Group maintains a drug- and alcohol-free workplace. Some positions may require applicants to possess a valid driver's license and maintain an acceptable driving record.