Assistant Automotive Service Manager

Exciting opportunity at the New-built Dealership along Hwy 401 across from Yorkdale Mall. Address: 151 Billy Bishop Way, North York.

**Job Duties**:
Establish and maintain good relationships with customers and to exceed their expectations.
- Manage a high-performance service team including Genesis Ownership Managers (GXMO), Technicians,

Warranty clerk, Genesis Delivery Specialists and Genesis Valet
- Review and implement Service Centre policies and procedures that improve the Customer Experience through

high quality repairs and building customer relationships.
- Develop and implement a long-term strategy and action plan to attract and retain customers.
- Coach team members to provide excellent customer service.
- Recruit, develop, motivate, recognize and hold accountable a Service team that will meet established objectives

and targets for sales and profitability.
- Improve sales and profitability for the Service Department.
- Conduct daily, weekly and monthly meetings with department employees to discuss activities and problems of

mutual interest.
- Review the previous month’s sales/profit to determine where improvements can be made.
- Develop and maintain a culture that values excellent customer service through effective training, supervision,

coaching and performance management.
- Establish and enforce product-knowledge standards.
- Actively support, encourage, and motivate sales personnel daily to maintain high morale.
- Monitors the operating budget by tracking sales and expenses.
- Promotes service safety and security procedures.
- Uphold all rules and procedures (i.e., support enforcement, including disciplinary action as necessary).
- Work in strict compliance with the Laws of the Province of Ontario and Canada including, but not limited to, the

Employment Standards Act (ESA), the Motor Vehicle Dealers Act (MVDA) and the Accessibilities for Ontarians

with Disabilities Act (AODA).
- Understand and comply with all federal, provincial and local regulations that affect service operations, such as the

Occupational Health and Safety Act (OHSA), waste disposal regulations, etc.
- Comply with all company policies, standards and procedures.
- Other duties as required by management.

Daily activities include:

- Front end - Service Counter:

- Work the front counter as GXMO alongside with other GXMOs. Get a clear understanding of the

process and find ways to improve efficiency and productivity.
- Train front end staff to ensure they are following proper procedures for workflow efficiency
- Manage staff to ensure customers are being responded to quickly and are provided a high level of

customer service.
- Check daily that all phone calls and messages are being responded to within minutes.
- investigate and solve customers' problems, which may be complex or long-standing problems that have

been passed on by GXMO.
- Handling customer complaints or any major incidents
- Respond immediately and quickly to head office case management.
- working with 3rd party suppliers and scheduling offsite work - body shop, glass suppliers, etc.
- Review RO’s - CP, I, W - daily
- Managing Valet drivers to ensure customers are being picked up and dropped off in a timely manner.
- Back end - Shop
- Manage technicians performance and work with Shop Foreman to spot check quality control
- Investigate and directly handle all “comeback” vehicles and verify that the concerns are resolved
- Ensure proper processes are in place and being followed for the workflow and distribution of work orders.
- Reconciling labor times on WO, time cards, etc.
- Ensuring the techs are documenting work orders properly - especially warranty work.
- Office
- Efficiently and effectively using the dealer management system (PBS) is a mandatory requirement.
- Ensure proper Employee performance evaluations are performed yearly for each service employee
- Provide daily and weekly reports to senior management
- Ensure we keep accurate records of discussions or correspondence with customers and must be recorded in PBS.
- A full understanding of warranty policies and procedures
- Provide senior management with weekly reports on outstanding warranty, not entered, missing, not submitted, etc.
- meeting with other managers to discuss possible improvements to customer service;
- being involved in staff recruitment and appraisals;
- training staff to deliver a high standard of customer service;
- keeping up to date with changes from Genesis Canada and in the industry;
- keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses and looking for opportunities to improve efficiencies
- Other
- Snow removal - work with snow removal team to ensure the snow removal in the lot and compound immediately upon a snowfall and putting a team in place to make this happen quickly and efficiently as needed.
- Facilities management - working with contractors and suppliers for all maintenance of electrical, furnace, w