Service Manager

2 months ago

Nanaimo, Canada Peterbilt Pacific Full time

The Service Manager is responsible for overall customer service and maintains effective and efficient shop operations.

At Peterbilt Pacific, we strive to conduct our business as a well-respected organization; with integrity, excellence, productivity, and a positive attitude as our core values. We strive to have the highest care for our people, customers, and business partners. Every employee at Peterbilt Pacific is absolutely critical to our success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our dealership group throughout the years.

**Benefits**
- Extended Health & Dental Benefits
- Premiums Paid by Employer
- Employer Contribution Pension Plan
- Growth Opportunities
- Paid Training
- Long term job security
- Employee Assistance Program
- Telus Health Virtual Care

**Responsibilities**
- Foster a positive and communicative environment
- Continually improve culture and support employees
- Perform duties with integrity and fairness in accordance with Peterbilt Pacific standards
- Lead monthly service and safety meetings
- Analyze monthly department statements and review with Branch Manager
- Work with all departments in the dealership as a team for maximum efficiency and effectiveness
- Ensure quantity and quality of work performed by the service departments meets and exceeds customer satisfaction
- Look after paperwork requirements for head office when dealing with WCB, absence requests, banked time payouts, etc.
- Perform ongoing employee reviews and ongoing check-ins
- Oversee that the following tasks are performed as required by lead hands and service writers
- Take customer requests and complaints for the required repairs
- Organize shifts, workload and manpower including after hours and Saturday shifts
- Prepare handwritten work orders and check for outstanding recall campaigns
- Secure required vehicle information serial number, mileage or copy of registration
- Ensure computer generated work orders are opened
- Request to have work order closed, review them and explain the completed repairs and costs to the customer
- Assign work to the technicians and supervise the repairs
- Maintenance of yard, shop, tool room and ensure the proper care of tools and the building are kept for a clean and safe work environment according to Work Safe BC
- Negotiate and resolve customer disputes and complaints
- Keep up with the distribution of all new letters, policies and service bulletins
- Must participate in all training programs made available through Peterbilt or outside vendors
- Ensure employees are participating and completing required training programs
- Interview for the hiring of new technicians and apprentices
- Coordinate apprenticeships with the ITA
- Ongoing communication with parts and sales departments
- Other duties and projects as assigned

**Qualifications**
- 5 years managerial experience preferred in a similar industry however, leadership experience in the service department is an asset
- Valid Class 5 and 3 Driver’s License
- Strong leadership skills
- Ability to listen to and communicate with customers effectively, striving toward a successful resolution every time
- Solid understanding of how to manage P&L with an entrepreneurial mindset
- Solid understanding of all truck technical systems
- Ability to promote service sales and expand customer base
- Strong computer skills - able to use Microsoft (excel, word, and outlook)
- Excellent written and verbal communication skills
- Strong personal organizational skills as they relate to workload, time management and setting priorities in an unsupervised environment

**Compensation Rate**
- $100,000 - $117,000 annually + variable compensation

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