Service Department Manager

2 weeks ago

Toronto, Ontario, Canada Serpa Automotive Group Full time
Service Department Manager Job Description

Serpa Chrysler Dodge Jeep RAM is seeking an experienced Service Manager to lead our Service Department. The ideal candidate will have a strong background in automotive service management and excellent leadership skills.

Key Responsibilities:
  • Maintain excellent Customer Satisfaction scores for the Service Department.
  • Assist service staff in setting goals and objectives for employees to achieve.
  • Monitor the performance of the service staff and ensure effective communication within the department and with other departments.
  • Create a customer-focused environment and continuously strive to improve customer satisfaction ratings.
  • Handle customer complaints promptly and effectively, working closely with the customer to resolve disputes.
  • Understand and comply with federal and provincial regulations affecting vehicle servicing.
  • Ensure compliance with manufacturer warranty and policy procedures.
  • Develop, implement, and monitor performance systems and standards for the Service Department.
  • 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 to promote 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 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 policies 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:
  • Excellent pay plans.
  • Favourable bonus pay structure.
  • 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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