Automotive Service Manager

2 weeks ago

London, Canada Highbury Ford Sales Limited Full time

**Highbury Ford Sales Limited is searching for a Service Manager to lead our Service team**

As the Service Manager, you will play a crucial role in overseeing and managing the performance of the department, including service advisors, apprentices, technicians, and other department staff. You will ensure that staff are well-trained, motivated, and working together effectively to provide exceptional customer service and efficient repair and maintenance services. You will work closely with other departments and department managers to achieve our common goals. With your leadership skills and knowledge of Automotive Service, and customer service excellence, you will be accountable for the Service Department's annual financial performance goals. You will be supported by a highly engaged senior management team.

**MANAGEMENT/BUSINESS SKILLS REQUIRED**:

- Ability to establish and maintain good relationships with customers and to exceed their expectations
- Ability to answer customers' technical questions regarding vehicle problems, warranties, services, & repairs
- Ability to develop job descriptions and to hire and train the Service Department team of advisors, apprentices, mechanics and support staff
- Ability to develop and maintain a good relationship with the manufacturer
- Knowledge of automotive systems in general
- Ability to review and revise customer service orders and inspect the quality of technicians' repairs
- Knowledge of new models and product improvements, based on technical service bulletins, etc.
- Knowledge of warranty guidelines and ability to relate them to warranty service orders
- Ability to develop and follow action plans to ensure Service Department profitability
- Ability to conduct trend analyses to analyze technicians for productivity
- Leadership skills, including coaching, organizing and planning, interpersonal sensitivity, and training
- Ability to coach and train Service team members

**SUMMARY**

**Service Manager**:

- Seeks to prevent and resolve customer vehicle problems by emphasizing to customers the importance of consistent, regular vehicle maintenance.
- Takes a proactive interest in the training and development of the entire Service Department team.
- Always monitors workflow in the dealership and minimizes disruptions by developing the backup abilities of the team to compensate for illnesses, vacations, and turnover.
- Reviews the previous month's sales/profit performance in cooperation with the Parts, Body Shop and Sales Managers to determine where improvements can be made.
- Reviews and revises customer service orders, assists in diagnosing vehicle problems, and ensures that parts are either available or on special order by maintaining up-to-date knowledge of products and services within the dealership.
- As we operate without a shop foreman, the manager will be responsible for managing the complete shop, including equipment maintenance, shop cleanliness and organization, safety requirements along with the daily schedule of regular duties associated with the day-to-day operation of the shop. The Service Manager will also take the lead on recruitment, training and development of the technical staff including all apprentices and technicians.

**Qualities Necessary To Fill The Role**:
The Service Manager:

- Has a major responsibility to customers of the dealership.
- Could have applicable experience from outside the company or is promoted internally from senior Service Consultant, Parts Manager or Body Shop Manager, or might come from smaller retail service outlets.
- Must exemplify excellence and must motivate the department to take pride in promoting customer enthusiasm.
- Depends on his or her ability to successfully coordinate with other departments in forecasting, reviewing, and revising business plans.
- Must be capable of paying close attention to administrative details, such as reviewing work orders, to ensure that all actions have been documented according to dealership policies and procedures.
- Must be capable of working independently, effectively managing his or her time and work flow.

**Daily Objectives**:
The work of the Service Manager:

- Is being responsive to customers.
- Effectively handling unique customer situations on a daily basis.
- Involves analyzing team needs and monitoring the performance of Service Consultants, Apprentices and Technicians.
- Must reflect knowledge of all areas of automotive systems.
- Involves considerable interaction with the Parts Department to develop promotions and ensure profitability.
- Must reflect thorough research of competitors' service and repair price structures when determining the dealership’s service and repair prices.
- Involves contact with similar managers in other dealerships.
- Includes attendance at district meetings and close reviews of technical bulletins and Dealer surveys to ensure up-to-date information.

**Your Experience**:

- Completed a related post-secondary program and or training courses w

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