Volkswagen Service Manager

*Job Overview*

**Requirements**:

- 2 years supervisory or management experience
- 3-5 years’ service advisory experience
- 3-5 years CDK experience
- Ontario G-Licence in good standing
- Proven track record of achieving business goals (team building, financial and customer satisfaction)
- VW/Audi Experience preferred - all experience will be considered
- Passion for the automotive industry and Fixed Operations

**RESPONSIBILITIES**:
The employee position noted above is responsible for, but not limited to the following:
The Volkswagen Service Manager will function to directing the Service teams. This consists of technicians, service consultants, warranty claim submission, and assist with managing the detailing team. As a key management role, your daily responsibilities will include all activities in relation to the efficient, productive, and safe function of the Service business. In addition, this will have a direct impact on the successful operation of the entire dealership. As a senior member of the Hamilton VW team, you will be a “go-to” employee to assist in providing direction to employees to effectively achieve business goals and provide a high level of customer satisfaction. This role will require attention to detail and cooperation amongst your colleagues and numerous other departments and business partners. You will be required to conduct yourself in a professional and honest manner, and in keeping with the policies and procedures of Hamilton VW, VW Canada and the Laws Governing Fixed Operations business in Ontario. You will be reporting directly to the General Manager.

**Responsibilities**:

- Provide assistance in managing the daily Fixed Operations business to achieve set sales goals, efficiency and productivity.
- Monitor business and sales trends and develop proactive action plans to address weakness in business performance.
- Effectively work to market the Fixed Operations business, attract new clientele, and maintain our existing customer base.
- Assist in developing business plans and develop KPI’s for future business within VIO.
- Manage daily workflow and ensure staff scheduling is accurate and effective.
- Maintain record keeping, and reporting procedures as required by the Province of Ontario and VW Canada.
- Work with Fixed Operations and/or General Manager in setting shop capacity targets to ensure all KPI’s are maximized.
- Work to develop positive and efficient relationships within the business and foster open and positive communication.
- Develop positive business relationships with outside suppliers and sublet vendors.
- Work directly with the Parts team to identify issues with parts supply, review and ensure special order parts are installed, reduce obsolescence, and maintain strong parts inventory controls.
- Work to establish effective warranty procedures and ensure all warranty claims are submitted for payment in a timely basis within the guidelines of the VWC Policies and Procedures. This may include the input of claims in the VWC SAGA system from CDK.
- Identify customer experience weak points and develop process’ to reduce and eliminate points of customer irritation.
- Work with Fixed Operations Manager to handle customer escalations
- Act as liaison with VW Canada employees at on site and offsite meetings and events.
- Able to conduct meetings with department personnel to discuss goals and policies.
- Provided regular one-on-one coaching with staff from the Fixed Operations departments.
- Work safely and within the laws governing business in Ontario.
- Be aware of the laws that govern Health and Safety in Ontario and within the scope of the Ontario Health and Safety Act.
- Act as a key member in developing a functional Joint Health and Safety Committee (JHSC).
- Provide disciplinary action when required to control unsafe, unethical, and dishonest behavior.
- Work with VW Canada to ensure all training certification are completed for yourself and the department staffing requirements
- Perform other duties that may be required to maintain effective and presentable business operations.
- Other areas of focus:

- Employee onboarding and orientation
- Provide oversight into the detailing department
- Service car wash
- Service shuttle
- Physical Lot management
- Service loaner fleet
- People management
- Internal and VWC Training

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

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Vision care

Schedule:

- Monday to Friday
- Weekends as needed

**Experience**:

- service manager: 2 years (required)
- Customer service: 2 years (preferred)

Work Location: In person

Expected start date: 2024-09-16