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Service Manager

1 month ago

Vancouver, British Columbia, Canada Capilano Audi Full time

Service Manager Opportunity at Capilano Audi

The Service Manager is responsible for the workflow and profitability of the service department. This role controls major overhead costs and influences customer satisfaction and owner loyalty.

Key Responsibilities:

  • Maintain highest standards of workmanship and advise technicians on dealership CSI.
  • Ensure daily housekeeping in the service department and devise training schedules for technical and non-technical personnel.
  • Obtain craftsman league scores at or above zone average and counsel employees on performance.
  • Develop systems for quality checking and tagging special jobs.
  • Resolve 100% of customer complaints within 48 hours.
  • Work with the owner relations manager to resolve complaints and strive for zero complaints reaching the dealer.
  • Keep the dealer informed of serious complaints and cases not closed satisfactorily.
  • Recruit, build, train, and maintain a quality service organization.
  • Develop systems for quality checking each job.
  • Recruit and hire high-quality technicians and service personnel.
  • Devise and maintain systems for technical resource data and appraise personnel annually.
  • Create and use systems for follow-up of customer pay and warranty labor.
  • Establish and maintain an organized customer follow and record system.
  • Be familiar with and operate an automated control system.
  • File completed repair orders within 48 hours.
  • Respond quickly to concerned or confused customers.
  • Complete campaigns in timely fashion, 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.