Service Department Director

4 weeks ago

Scarborough Village, Ontario, Canada Serpa Automotive Group Full time
Service Manager Job Description

Serpa Chrysler Dodge Jeep RAM is seeking an experienced Service Manager to join our team.

Job Summary

This position is responsible for customer retention and profitability by measuring the performance of service staff and establishing customer-focused service standards.

Key Responsibilities
  • Maintain excellent Customer Satisfaction score for the Service Department.
  • Assist service staff in setting goals and objectives for employees to achieve goals.
  • Monitor the performance of the service staff and ensure effective communication within the department and with other departments in the dealership.
  • Create a customer-focused environment and continuously strive to improve customer satisfaction ratings.
  • Handle customer complaints promptly and effectively and work closely with the customer to settle disputes.
  • Understand and comply with federal and provincial regulations that affect servicing vehicles.
  • Understand and ensure compliance with manufacturer warranty and policy procedures.
  • Develop, implement, and monitor performance, systems, and standards for the Service Department using appropriate reports, tracking systems, and surveys.
  • Provide product and training resources for service staff on a continuous basis.
  • Ensure staff understand and follow department policies and procedures.
  • Develop and implement a marketing plan that promotes new and repeat business.
  • Monitor and follow up on parts orders with the Parts Manager to ensure availability.
  • Inform Technicians of time allowances on each repair order.
  • Maintain high-quality service repairs to minimize comebacks.
  • Conduct quality inspections of completed jobs for thoroughness and quality.
  • Serve as liaison with corporate and factory representatives.
  • Ensure the proper care, storage, and inventory of specialty tools.
  • Keep abreast of new equipment and tools available and recommend purchases.
  • Ensure all customer files are up-to-date and readily available for reference.
  • Prepare pricing guides and maintenance menus for frequent labor operations.
  • Handle customer complaints immediately, according to dealership guidelines.
  • Establish and maintain 24-hour follow-up with all customers to confirm satisfaction with the service experience.
  • Ensure all company policy and procedures are followed and service staff is in compliance.
  • Maintain customer and company confidence by keeping information confidential and secure.
  • Maintain a positive working relationship with team members and management in a team environment.
  • Work with the shop foreman to ensure work is dispatched accordingly.
Requirements
  • Minimum 5 years of progressive experience in a service department, including a minimum of 3 years in a supervisory role.
  • Proficient with Microsoft Office, Microsoft Excel, Internet Explorer, and Outlook.
  • Advanced knowledge of technical repairs and procedures and Stellantis manufacturer warranty policies.
  • Advanced knowledge of Provincial Safety Standards concerning the performance and area of position responsibility.
  • CDK experience is required.
  • Excellent leadership and management skills.
  • Excellent interpersonal and customer service skills.
  • Ability to communicate, verbal and written, in English (Chinese speaking is an asset).
  • Ability to build a customer-focused team environment.
  • Ability to build long-lasting and trusting customer relationships.
  • Excellent problem-solving skills to resolve customer issues.
  • Ability to work efficiently and effectively under pressure with simultaneous deadlines.
What's in it for you

In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group.

We offer:

  • Very favorable bonus pay structure.
  • Favorable salary.
  • Extensive group health benefits.
  • Support in career advancement.
Schedule

8 hour shift(s).

Experience

Automotive: 5 years (required).

Management: 2 years (required).

Licence/Certification

Driving Licence (required).

Background Check.

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