Director of Service

6 months ago

Cambridge, Canada VISION TRUCK GROUP Full time

**Responsibilities**
- Ensure all Service Departments within Ontario are adequately staffed with future growth in mind. This will include recruiting and retention along with Service Manager Assistance.
- Must be able to travel to our locations in Brampton, Cambridge, Etobicoke, London and Stoney Creek.
- Ensure all Service employees are adequately trained to achieve and exceed Mack/Volvo requirements, as well as trained to achieve and exceed Vision Truck Group Standards and goals
- Set and lead marketing initiatives, promotion, and pricing along with the marketing departments efforts.
- Monitor the Service Department’s operations to ensure policies and procedures are implemented and maintained across all job roles.
- Assign Service Manager limits of authority for settling customer disputes and monitoring to serve as the final decision maker in the process.
- Regularly monitor service shops, equipment, and tools to ensure compliance in all key areas, audit potential cost saving opportunities, in coordination with Service managers
- Oversee the development of service staff and their use of Karmak, Asist, TDP and any other platforms essential to our business
- Monthly review and adjustment of labor rates based on account activity, business growth, and potential sales.
- Implement and monitor all Mack/Volvo system changes, enhancements, and pilots. Promote and provide change management and leadership across all locations.
- Ensure consistency, communication, and collaboration of service operations across all rooftops.
- Develop, schedule and lead quarterly management meetings focused on KPI’s and business improvement.
- Serve as a senior diplomat in all dealings with Corporate representatives, TSM/DSMs, customers and internal executives
- Support the Truck Sales process, especially with customers that are particularly focused on the service experience.
- Monitor and manage within all Service Departments, KPIs, Productivity, Efficiency, Gain/Loss, overtime, REWORK, warranty recovery lead, teach, audit and correct as needed.
- Monitor and audit WIP and daily sales to maximize efficiency and opportunity.
- Support and assist in Lease Rental growth and expansion.
- Maintain, audit and update Service Wage and Salary Grids working in conjunction with Senior Management
- Develop and maintain strong relationships with corporate to secure consistent product support.
- Promote, help coordinate, and deliver regular front line staff meetings.
- Visit branches on a regular schedule, visit customers reasonably with Service Managers.
- Present and construct a unified team with all departments, coordinate efforts, audit and implement process improvement.
- Approve and drive increased DSFWAA expansion, compliance, and approval.
- Focus Managers on key Dealer Performance Standards.
- Oversee Service Operations across all dealerships.
- Build and maintain strong relationships with other departments maintaining a strong focus on company policy, and culture.
- Ensure adherence to Certified Uptime Dealer policy and process, paperless operations, and delivery of top quality customer service.
- Manage, lead, coach and mentor all service employees to the highest standards.
- Establish long term positive relationships with customers and peers.

**QUALIFICATIONS**

Minimum 10 years’ experience in Heavy Truck Service Shop Management

310T Technician License is an asset

Schedule:

- Day shift

**Experience**:

- Director: 10 years (required)

Work Location: In person

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