Service Manager, Barrie, Ontario

3 weeks ago

Barrie, Canada Suzuki Full time

**Overview**:
As a national corporation, our mandate is to optimize the sales of Suzuki products in Canada, we maintain an integrated team of employees who support the technical and service operations of the company. The District Parts Sales and Service Managers located across Canada, work closely with the service team on technical parts and service issues, while reporting to the Senior Vice President directly for Parts Sales goals and dealer inquiries.

**STRUCTURE**

This position will assume daily management responsibility of the Technical Support Team located at the corporate office (2 employees), and the Customer Relations Representative, providing assignments and overseeing the delivery of department objectives and reports including reports to our parent company and managing the warranty process.

**NATURE AND SCOPE**
- Main focus of the position is to provide adequate technical support to the Dealer network with technical after sales support including repair assistance, bulletin development, and field support
- Analysis and technical support for specific issues and liaise with our parent company
- Provide feedback and quality control on repairs
- Direct all SCI field service staff to effectively communicate and implement SCI policies and enhance procedures for field staff to support the dealer body as well as consumers.
- Support the dealership network and play a leadership role in developing and training staff to improve the overall service function.
- Continually strive to monitor warranty claims and costs.
- Oversee the customer relations, and warranty operations ensuring targets are attained and claims processed according to company guidelines
- Involvement in escalating customer relations cases which cannot be resolved at the customer service level.
- Investigates customer claims as required.
- Must have strong technical understanding of product and mechanical systems.
- Extensive verbal and written communications with dealer management, dealer support staff, Suzuki Owners, Suzuki business affiliates and SCI internal associates.

**REPORTING**

The company operates in a dynamic and changing environment where there is a need for flexibility. It is therefore, possible that core elements of your job will change. In these circumstances, the Company will notify you of any changes and update this job description.

The company also reserves the right to change your reporting lines should it become necessary.

**Responsibilities**:

- Implement strategic directives through the development and communication of specific targets to each DPSM.
- Identify, develop and implement a comprehensive training program for dealers and staff to achieve SCI performance targets. Develops new training modules within the department
- Coordinates, supervises and ensures timely resolution of product related customer contact issues, as may be received through Customer Relations or other sources, in alignment with SCI business objectives including direct involvement as may be necessary in escalated customer contacts.
- Ensures consistent administration of warranty/goodwill matters in alignment with corporate policy and procedures and business objectives as well as tracking and monitoring warranty claims.
- Develop and implement an organized and disciplined plan for DPSM’s for dealer visits that will help build the service network in conjunction with Parts visits
- Continually challenge to reduce costs and inefficiencies
- Leads activities to promote, implement, monitor and support key after-sales SCI/Dealer policies/programs as may be in effect from time to time.
- Investigates, reviews, analyzes and provides recommendations related to policy/programs.
- Plans, coordinates and conducts meeting for internal associates, business affiliates.
- Monitors and tracks field service operations group expenses.
- Assist in preparation of Department Group budgets.
- Other duties as assigned.
- Experience as a Service Manager in a dealership
- Experience in managing a team to accomplish business goals
- Minimum College diploma and/or, provincial certification for motorcycle mechanics.
- Minimum 5-10 years of technical work experience with vehicles,motorcycles, all-terrain vehicles and outboard motors.
- Experience with personal watercraft, snowmobiles or automobiles is an asset.
- Suzuki product knowledge is an asset, although product training will be provided.
- Excellent verbal and written communication skills
- Excellent Microsoft Office skills required, specifically Excel required
- Graduate of a technical or business program from a recognized post-secondary institution an asset.
- Strong command of the English language is required as are superior oral and written communication skills.
- Minimum 10 years Powersports Industry experience.
- Analytical, Organized, Accurate
- Bilingual ability not required but would be an asset.

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