Service Manager

_Join our growing team at Mid-Ontario_

**SUMMARY**

The Service Manager is responsible to operate an efficient Service Department. Their duties include leading a team of service technicians and support staff, ensuring the service department follows safety policies and procedures, handling customer interactions, and maintaining the training and performance of their staff.

**DUTIES AND RESPONSIBILITIES**
- Oversee all day-to-day operations within the Service Department, maintaining a high level of employee and customer morale.
- Direct, train and motivate a service team including: Shop Foremen, Service Writer, Warranty Administrator, Truck and Coach Technicians, and Apprentices.
- Organize, conduct and facilitate technical training for employees as needed.
- Direct and schedule responsibilities of the service employees.
- Perform by annual employee check
- ins and annual reviews to support employee growth and retention. Coaching, counseling and disciplining as required.
- Forecast goals and objectives for Service Department.
- Conduct regular department meetings to address new policies, inter department and employee concerns.
- Ensure all employees are working safely and adhering to provincial and federal safety and employment regulations.
- Improve and ensure customer service quality results by: evaluating and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, with effective implementation of changes.
- Ensure customer satisfaction in all service capacities to increase customer retention and referrals. Ensuring proactive resolution of all customer complaints, by making follow-up calls, and delivering vehicles in a timely manner.
- Diligently manage work in progress, ensuring the department is meeting company standards and expectations.
- Ensure compliance with manufacturer warranty and policy procedures.
- Monitor daily productivity reports and corresponding payroll records.
- Maintain reporting systems required by general management.
- Monitor the ordering of parts to ensure proper process are being followed and availability of parts.
- Manage quoting, work order and invoicing systems to ensure jobs are completed and invoiced in a timely manner.
- Monitor departmental performance in key areas such as revenue, profitability and efficiency.
- Manage shop overhead costs.
- Prepare annual department budgets.
- Partner with the manufacturer to monitor vehicle failure history, identify trends and develop action plans to prevent failures.
- Liaison between OEM’s and Mid-Ontario Truck Centre to ensure a good working relationship.
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations. Know what is happening in the industry and be able to communicate with staff regarding changes.
- Comply with requirements as outlined in the OHSA WHMIS, company handbook and all other company issued memos and policies including appropriate use of required PPE. Follow business code of ethics and communicate to team.
- Other duties as assigned.

**QUALIFICATION REQUIREMENTS**

The requirements listed below are representative of the knowledge, skill, and or ability required to successfully perform the job.
- **Education and/or Experience**_
- Minimum GED or ACE
- **Language Skills**_
- High standard of fluency in English for both oral and written correspondence. Ability to effectively present information in one on one and small group situations to other employees of the organization.
- **Certificate, Licenses, Registrations**_
- Class G Driver’s license
- **Schedule**_o
- This is a fulltime position. Salary is based on a forty (40) hour work week; however, hours may vary due to the nature of the business.

**Job Types**: Full-time, Permanent

**Benefits**:

- Commuter benefits
- Company car
- Company events
- Dental care
- Disability insurance
- Extended health care
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Work Location: In person