Service Manager

7 months ago

Etobicoke, Canada Jaguar Land Rover Metro West Full time

**About the Auto Group**:
This family owned and operated auto group has a rich history of servicing customers in the GTA for over 50 years and delivers on their commitment to providing excellent customer service by ensuring employees are supported and provided with the tools, training and support necessary to deliver a best-in-class experience for each customer, every day.

In their commitment to creating a great place to work for employees, the group offers Service Managers a generous six-figure compensation package that allows you to drive your income based on the results you create. In addition, employee wellness is paramount, and the group offers a comprehensive benefits package that includes health, dental and vision coverage that is available to all employees. Because we are advocates of the brands we offer to our customers.

**About the Role**:
Jaguar Land Rover Metro West invokes innovation through sleek, intentional design and is committed to making the lives of its customers easier. In this role you will have the opportunity to build on this by developing and inspiring the Service Team and Technicians to exceed the expectations of the customer at every opportunity. You will be responsible for managing all aspects of the Service Department to successfully achieve customer satisfaction, revenue, and profitability objectives.

Greatness in this role requires strong leadership skills, operational and customer service excellence, and a vision to lead the team. Therefore, the scope of the responsibilities of the Service Manager have been broken into five perspectives, Leadership and Team Development, Customer Experience, Vision and Strategy, Quality Service and Improvement, and Day-to-Day Operations.

**Leadership and Team Development**:

- Provide guidance and encourage members of your team by serving as a mentor, helping employees to set and meet personal and team goals
- Be accessible to team members, answering any questions or addressing concerns, and build a strong sense of collaboration
- Develop key objectives for the team to work towards and build an appropriate action plan, identifying strategies if goals are not met
- Cultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to work
- Embrace and role model change
- Foster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other

**Customer Experience**:

- Instill dealership/brand loyalty by ensuring an exceptional customer service experience for all customers
- Customer centric vision, having the ability to adapt to changing customer demands by having a solid understanding of the unique needs of our customers
- Make sure every customer is followed-up with, and is carried out in a timely manner
- The ability to resolve customer queries and complaints while following company policies
- Measure performance using key performance indicators

**Vision and Strategy**:

- Set long-term goals for the Service department and develop a strategic plan to ensure that they achieve these goals in the future
- Prepares for the challenges that lie ahead in their strategy planning, while also capitalizing on opportunities that may arise
- Shares their vision with the Service team, and executes on the strategies that will support their vision
- Develop and execute effective service marketing campaigns

**Quality Service and Improvement**:

- Actively manage and improve on all measured performance indicators, including gross sales, profitability, loyalty, CSI
- Establishing processes and standards to ensure customer satisfaction and efficient operations; controlling costs; gaining new service customers while retaining existing customer base
- Work to improve on the pain points of processes, and close any gaps that create issues for the department

**Day-to-Day Operations**:

- Lead a successful Service Department operation by building, managing, motivating and retaining a strong Service and technician team
- Handle escalated customer complaints
- Prepare, administer, and adhere to the annual operating budget for the Service Department
- Manage a high-performance team of Service Advisors and Technicians
- Promote and curate methods for improving and maintaining employee happiness, motivation, and well-being.
- Maintain highest possible standards of workmanship and safety
- Keep up to date and ensure the same for all staff by completing all relevant training within manufacturers and trade guidelines
- Liaise and manage positive working relationships with manufacturer’s representatives
- Oversee administration of warranty claims in compliance with manufacturer’s policies and procedures
- Direct procurement of all types of company-owned-and-operated automotive shop equipment

**You are the right fit for the job if...**
- You have a passion for excellence and are lookin

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