Service Manager

2 weeks ago

Lacombe County, Canada Fraserway RV Full time

Job Summary

We are seeking a highly motivated and experienced Service Manager to join our team at Fraserway RV. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our Service department, ensuring that our customers receive exceptional service and that our team is equipped to meet the demands of our growing business.

Key Responsibilities

  • Oversee and manage the Service department's operations and scheduling, ensuring that all tasks are completed efficiently and effectively.
  • Manage quality assurance, setting quality standards and maintaining the quality of all shop activities.
  • Ensure completion of shop maintenance and repair work, advising mechanics of work that must be completed.
  • Address customer complaints and inquiries in a courteous and professional manner.
  • Conduct regular performance appraisals for all Service department staff, providing coaching and mentoring to help them develop their skills and achieve their goals.
  • Ensure compliance with company standards for cost control, waste reduction, quality, safety, and complete and on-time delivery.
  • Oversee and direct Service department resource and workforce issues for the organization.
  • Monitor departmental performance against goals, taking corrective action if necessary.
  • Responsible for appropriate staff levels to meet requirements of the shop.
  • Responsible for recruitment, hiring, terminations, and performance management.
  • Manage the morale in the shop, setting and demonstrating a strong business ethic for dealing with employees, suppliers, and customers.
  • Provide leadership for problem resolution, facilitating faster improvements and improved working relationships.
  • Enhance and develop policies, procedures, and service systems to meet the goals of the department.
  • Monitor financial performance to ensure the department is meeting or exceeding budgetary commitments.
  • Analyze and report on the department's daily, monthly, and annual key performance indicators and industry trends.
  • Measure and monitor key indicators of the service delivered.
  • Examine reports to determine the operational activities of the shop and ensure optimum performance.
  • Ensure that all reporting employees adhere to company policies and procedures.
  • Maintain the cleanliness of the shop.

Requirements

  • High School diploma or equivalent.
  • Post-Secondary diploma or degree in a mechanical/technical field preferred.
  • 5 or more years' previous management experience in a technical environment with proven leadership abilities.
  • RV and/or Auto industry background will be an added asset.
  • Effective leadership skills, with a strong focus on operations and business processes.
  • Able to identify key issues and creatively and strategically overcome internal challenges or obstacles.
  • A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.
  • Effective attention to detail and a high degree of accuracy.
  • High level of integrity, confidentiality, and accountability.
  • Proven mechanical abilities, and strong working knowledge of mechanical application and repair techniques.
  • Able to work independently in a busy environment.
  • Experience with routine maintenance operations.
  • Demonstrated knowledge of inventory control techniques and procedures.
  • Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment.
  • Able to effectively communicate both verbally and in writing.
  • Able to work well under pressure.
  • Strong attention to detail.
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.

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