Service Manager

**Who We Are**

At Pfaff Automotive Partners, we’re united by a passion for cars, and we’re as crazy about them. It’s about more than just selling and servicing cars. We’re passionate about long-term relationships with our teammates, clients, and communities. We love driving the cars we sell, and we love the people that own and drive them.
Now, in partnership with Lithia and Driveway, North America’s second-largest publicly-traded dealership group (NYSE:LAD), We are focused on making, buying, and servicing a car and or motorcycle as easy as possible - with a diverse set of brands and deep e-commerce capabilities that provide modern customers an unlimited range of options to suit their needs and lifestyles.

**Reports to**:
General Manager

**Summary**

This position is responsible for customer retention and profitability by hiring, training, and measuring the performance of service staff and establishing customer focused service standards. The position is also responsible for ensuring that the daily inventory of technicians’ time is consistently sold to service customers.

**Duties and Responsibilities**
- Forecasts goals and objectives for sales, gross, and key expenses on a monthly and annual basis.
- Prepares and administers an annual operating forecast and budget for the Service Department.
- Assists service staff in setting goals and objectives and coaches employees to achieve goals.
- Responsible to hire, train, motivate, coach and monitor the performance of the service staff. Ensures effective communication within the department and with other departments in the dealership.
- Establishes and maintains good working relationships with vocational and technical schools to enhance and grow recruitment activities.
- Creates a customer focused environment and continuously strives to improve the customer satisfaction ratings.
- Ensures that customer complaints are handled promptly and effectively and works closely with the customer to settle disputes.
- Understands, keeps abreast of, and complies with federal and provincial regulations that affect servicing vehicles.
- Understands and ensures compliance with manufacturer warranty and policy procedures.
- Develops, implements and monitors performance, systems and standards for the Service Department using appropriate reports, tracking systems, and surveys.
- Provides product and training resources for service staff on a continuous basis.
- Ensures staff understand and follow department policies and procedures.
- Develops and implements a marketing plan which promotes new and repeat business.
- Greets customers ensuring optimum customer service and assists service advisors if required. Ensures that accurate estimates are given on costs and time required for repairs and maintenance.
- Monitors and follows up on parts orders with the Parts Manager to ensure availability.
- Informs Technicians of time allowances on each repair order.
- Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Serves as liaison with corporate and factory representatives.
- Ensures the proper care, storage and inventory of tools.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Ensures that all customer files are up-to-date and readily available for reference.
- Prepares pricing guides and maintenance menus for frequent labour operations.
- Handles customer complaints immediately, according to dealership guidelines.
- Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
- Orders supplies including uniforms and equipment.
- Ensures that the work areas and customer waiting area are kept clean.
- Handles service area’s finances including accounts payable and receivable.
- Initials all repair orders before submitting them to the Warranty Department, monitoring for sales and hours relative to expectations.
- Approves all sublet purchase orders.
- Prepares and monitors documents, reports etc. as required.
- Finalizes month end reports as required.
- Maintains complete knowledge of and complies with company and departmental policies, procedure and standards.
- Maintains customer and company confidence by keeping information confidential and secure.
- Maintains a positive working relationship with team members and management in a team environment.
- Sets-up and organizes individual work area with designated supplies, forms and resource materials while maintaining cleanliness always.

**Skills and Qualifications**
- Automotive service technician trade certification.
- Minimum 5 to 7 years of progressive experience in a service department including a minimum of 3 years in a supervisory role.
- University degree or college diploma in business administration.
- V alid Ontario driver’s license and clean driving abstract.
- Ability to drive a manual transmission.
- Proficient with the following compute