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Service Operations Manager

2 months ago

Vancouver, British Columbia, Canada Dilawri Group of Companies Full time
{"title": "Service Manager", "description": "

Unlock Your Potential in Canada's Largest Automotive Group

Dilawri Group of Companies is seeking a skilled Service Manager to lead our service department to excellence.

Key Responsibilities:

  • Maintain exceptional workmanship standards and advise technicians on dealership CSI.
  • Ensure daily housekeeping in the service department to promote morale and quality standards.
  • Develop and implement training schedules for technical, productive, non-productive, and non-technical personnel.
  • Drive craftsman league scores above zone average and counsel employees on performance improvement.
  • Establish quality check systems and resolve customer complaints within 48 hours.
  • Collaborate with the owner relations manager to resolve complaints and maintain a zero-complaint rate.
  • Keep the dealer informed of serious complaints and work with the Better Business Bureau to resolve issues.
  • Recruit, train, and maintain a high-quality service organization.
  • Develop systems for quality checking each job and recruit top-notch technicians and service personnel.
  • Devise and maintain systems for technical resource data and appraise personnel annually.
  • Create and use systems for follow-up on customer pay and warranty labor to ensure customer satisfaction.
  • Establish customer treatment standards and enforce their use.
  • Establish an organized customer follow-up and record system.
  • Familiarize yourself with and operate an automated control system.
  • File completed repair orders within 48 hours.
  • Respond quickly to customer concerns and complete campaigns at or above zone average.
  • Maintain accurate records and warranty parts retention.
  • Maintain effective inter-department relationships.
  • Develop systems for 100% review of checklists for car preparation.
  • Handle service department responsibilities for delivery in accordance with the gold key delivery program.
  • Work with the sales department to generate new and used car sales.
", "lang_code": "en-US"}