Regional Service Manager

2 weeks ago

Surrey, British Columbia, Canada First Truck Centre Full time

Job Overview

The Regional Service Manager plays a crucial role in driving operational excellence within the region. Reporting to the Director of Service - Canada, this individual will work closely with regional service managers to align their activities and optimize leadership outputs for the business. Key responsibilities include directing and overseeing regional locations, ensuring day-to-day service operations run smoothly.

Key Responsibilities

  • Lead, mentor, and coach a high-performing team to ensure success.
  • Conduct timely and constructive performance evaluations.
  • Model desired behaviors and contribute to creating a respectful work environment.
  • Identify and address trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
  • Ensure delivery of targets through individual recognition, performance reviews, people management, and rewards.
  • Plan for achieving individual and divisional targets aligned with company strategies and policies.
  • Build genuine employee passion for all brands and champion elite customer service.
  • Partner with locations and managers to curate high-potential talent recruitment and ensure development is prioritized.
  • Provide leadership to the assigned region, overseeing store activities.
  • Identify opportunities for improvement in the store region; design and implement training, strategies, policies, goals, and other resources to maximize productivity and morale.

Operational Oversight

  • Analyze trends and results to determine the company's gross profit and annual unit plans. Monitor gross profit tracking, assist with adjustments in the approach as needed to prioritize the budget and ensure integrity in all actions.
  • Manage WIP at regional locations to ensure they are current and have the correct priority set. Ensure that anything over 10 days old is being tracked daily with proper accountability.
  • Heavily involved with throughput meetings to ensure locations are actively participating in the meetings and that throughput goals are being met.
  • Partner with the warranty team for effective warranty processes.
  • Execute service operating plans and tactics to attain short- and long-term financial and mission-critical operational goals.
  • Manage courtesy inspections and ensure regional locations are following up and tracking CI's correctly.
  • Ensure compliance with standards and regulations.

Business Strategy

  • Collaborate with executive leadership to develop territories, sales quotas, and strategies.
  • Collaborate with Service Managers to develop sales goals for each location, monitor progress toward those goals, and develop strategies to attract and retain customers.
  • Create, implement, and oversee regional budgets, including monitoring expenses.
  • Participate in the annual Business Plan process, developing stretch targets and coaching managers on how to manage results.
  • Understand and manage the impact of business activities on working capital.
  • Partner heavily with central operations to optimize operational goals.

Customer Experience

  • Maintain a constant focus on defining, measuring, and improving the customer experience (full cycle, end-to-end). The customer experience includes both external and internal customers (e.g., Parts, Body Shop, etc.).

Other

  • Provide coverage for Service Managers in their regions as required.
  • Maintain technical and professional knowledge by reviewing professional publications and establishing personal networks.

Qualifications

  • Minimum 5 years of management experience in the dealership/trucking industry.
  • Strong verbal and written communication skills.
  • Possess analytical skills to evaluate data, make operational decisions, and solve difficult problems with effective solutions using logic and methods.
  • Strong knowledge in business management and operational practices.
  • Elevated business acumen.
  • Experience managing diverse teams, including managers, is highly desired.
  • Excellent supervisory and leadership skills.
  • Proficient with Microsoft Office Suite.

Asset Qualifications

  • Post-secondary education in Business or a related field.
  • Certified Journeyperson Technician.

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