District Service Manager

7 months ago

PointeClaire, Canada General Motors Full time

**Job Description**:
**What You'll Do**

The District Service Manager primary responsibility is to improve customer retention through i mplementing sound processes in Customer satisfaction via Warranty administration, G oodwill/P olicy spend, F ield A ction completion, and training.

A critical aspect of this position is to have regular face to face Dealership contacts. The District Service Manager will work with their Dealers & key m anagers to ensure Service Polices & P rocedures (P&P) are met while improving the customer experience, serving as a key liaison between G eneral M otors of C anada C ompany (GMCC), our Dealer Network and our C ustomers.

Job Responsibility Detail

**Warranty Waste Reduction (3 pillars & Focus Dealer Analytics **)**
- Develop and execute a business plan to achieve district Warranty Waste O bjective s
- Manage effective use of Courtesy Transportation program
- Support and ensure district utilization of GMCC Warranty Waste Elimination
- Ensure Dealers have a come back log/process to address repeat repairs
- Ensure dealers follow Service Policy & Procedures

**CSI & Goodwill/Policy**
- Leverage Customer Satisfaction Indices (CSI) to ensure customer vehicles are fixed right the first time and customer experience targets measures are being met
- Ensure all dealers have an effective customer handling process in place
- Develop and execute a business plan to achieve district Customer Participation Amount (CPA) of Goodwill.
- Assist dealers with elevating customer cases to Technical Assistance Centre ( TAC ) or Field Service Engineering (FSE)
- Meet on occasion with end customers to resolve issues

**Dealer Compliance, Warranty and Field Action**
- Ensure dealers have process that ensures all vehicles are safely delivered - all FA are closed prior to Vehicle Delivery in Order W orkbench
- Support corporate audit process, including participation in closi ng meetings as required by Regional management and implement corrective action to correct deficiencies
- Ensure dealer compliance with GMCC Service Policies and Procedures
- Encourage dealer’s Empowerment remains current

**Warranty Labour Rate (WLR)**
- Administer regular warranty labour rate review
- Complete WLR verification process for Dealers within time requirements
- Ensure Minimum Training Standards (MTS) are met by all Dealers to support WLR 3.0 factor

**Other**
- Host and presen t at regular District Business/P erformance Meetings
- Support Cross function al and special initiatives as required

**Additional Job Description**:
**Your Skills & Abilities**
- Strong communication and leadership capabilities
- Bilingual
- Superior analytical abilities combined with great decision-making skills.
- Ability to work independently and in cross-functional team environments.
- Valid Class 5 Driver's License
- Willingness to travel.
- Willingness to relocate within Canada.
- Automotive retail or wholesale industry experience

**Education and Training**:

- Post Secondary education required, preferably bachelor’s degree in business or marketing.

**Compensation and Benefits**:

- GM’s Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs.
- GM’s comprehensive compensation and benefits plan is carefully designed and thoroughly **benchmarked against the companies that we compete for talent in the local market **.**

The goal of the General Motors of Canada total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan currently includes the following benefits, in addition to many others:

- Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.
- Healthcare, dental and vision benefits including health care spending account and wellness incentive.
- Life insurance plans to cover you and your family.
- Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
- Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values.
- Tuition Assistance and Employee Assistance Program.
- GM Vehicle Purchase Plan for you, your family and friends.

**About GM**:
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

**Why Join Us**:
We aspire to be the most inclusive company in the world. We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, d

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