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Service Manager
2 weeks ago
Introduction
Milton Toyota is looking for an enthusiastic Service Manager to join our leadership team. This is an opportunity to work for a growing store, in a growing community, with one of the most popular automotive brands in the World We are looking for an individual that can lead a high-performing team in both service and detailing.
Company
Based in Milton, ON, Milton Toyota is an award-winning member of a well-respected automotive group that includes two dealerships in Milton. In its over 65 years of being in the automotive business, our group believes in making its customers feel welcome and comfortable, and are passionate about providing a 'wow' experience to our customers.
What We Offer:
- Group Benefits Program
- Competitive compensation package
- Ongoing training initiatives
- Positive team atmosphere
- Opportunity for growth within our organization
With over 130 talented employees working in our dealership group, Milton Toyota is committed to hiring and retaining the very best. Start your career with us today
Position Overview
Reporting to the Fixed Operations Director, the Service Manager is responsible for coaching, leading and mentoring a service team of service advisors, technicians, apprentices, appointment coordinators, service attendants, and detailers – with the sole goal of providing an exceptional customer service experience while operating a well-run service operation.
- Lead a large and fast-growing Toyota store with plans in place to expand to upwards of 30 service bays over the next couple years
Responsibilities
- Lead successful Service Department operations by: building, managing, motivating and retaining a strong Service team; establishing processes and standards to ensure customer satisfaction and efficient operations; controlling costs; gaining new service customers while retaining existing customer base
- Instill dealership/brand loyalty by ensuring an exceptional customer service experience for all customers
- Handle escalated customer complaints
- Actively manage and improve on all measured performance indicators, including gross sales, profitability, loyalty, and customer satisfaction
- Maintain highest possible standards of workmanship and safety
- Ensure high quality service and repairs are provided to customers
- Actively jump on service desk as needed to support the Service Advisor team
Monitor and dispatch the flow of work in the Service and Detailing Departments and intervene as required to ensure work is completed properly
Observe repair order trends, such as number of repair orders completed, number of items per repair order, dollar sales per repair order and dollar sales per Service Advisor
- Plan, analyze and manage department finances through determining shop capacity, services in customer demand, and how department skills match customer requirements
- Conduct meetings with department staff to review activities and/or concerns
Skill Requirements
- Excellent communication and interpersonal skills and a desire to ensure 100% customer satisfaction
- Excellent organizational skills - being able to monitor open repair orders and current status of vehicles while in for repair, keeping customers informed at all times
- Excellent follow-up skills
- Good presentation skills, able to explain the features, benefits and advantages of recommended services and required repairs to customers while their vehicles are in for servicing
- A team player with a positive attitude
- Working knowledge of the PBS operating system would be an asset
Qualifications
- Minimum 2+ years Service Management experience as an Automotive Service Manager or Assistant Service Manager with a proven track record in both service and customer satisfaction
- Toyota experience preferably in a management or assistant manager role, but Toyota not essential.
- Candidates must exhibit strong customer experience, leadership, team building and operational knowledge/skills, with strong process, KPI management and keen aptitude towards sales and profitability.
- Proven leadership skills with the ability to motivate a team to achieve results
- Able to work as part of a results-oriented and customer-focused dealership team
- Detail oriented, highly organized, and able to multi-task effectively in a fast paced environment
- Ability to handle and resolve customer issues or concerns promptly and professionally
