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General Manager of Service

2 weeks ago

Surrey, British Columbia, Canada Peterbilt Pacific Full time $135,000 - $150,000 per year

The General Manager of Service is responsible for the evaluation, strategy, planning, and execution of overall service and body shop operations. This includes a strong focus on customer experience, departmental and branch employee culture, business development, and operational efficiencies. Reporting to the VP of Operations, this role ensures that Service and Body Shop Managers run safe, efficient, and profitable departments. This requires effective and ongoing communication with our OEM, head office, and branch management teams..

At Peterbilt Pacific, we strive to conduct our business as a well-respected organization; with integrity, excellence, productivity, and a positive attitude as our core values. We strive to have the highest care for our people, customers, and business partners. Every employee at Peterbilt Pacific is absolutely critical to our success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our dealership group throughout the years.

Benefits

  • Extended Health & Dental Benefits
  • Premiums Paid by Employer
  • Employer Contribution Pension Plan
  • Growth Opportunities
  • Paid Training
  • Long term job security
  • Employee Assistance Program
  • Telus Health Virtual Care

Responsibilities

  • Ensure Service and Body Shop Managers are creating a safe work culture and safe work areas for our team members.
  • Be a strong advocate in strengthening the relationship and efficiencies between Parts and Service at every branch.
  • Work in conjunction with the General Manager of Parts to develop interdepartmental procedures for profitability.
  • Maximize gross profit on every dollar earned by the company.
  • Set a strategic operating plan with objectives and goals that are aligned with the overall company needs and direction.
  • Develop procedures for profitability of Service and Body Shop departments through customer retention, cost controls, and achievement of objectives.
  • Responsible for ensuring that daily inventory of technician time is consistently being sold to customers.
  • Ensure department managers are running efficiently through proper staffing.
  • Develop strong performance driven management metrics and teams at all branches. Engage and provide continuous support to the management teams at all locations throughout the change management process.
  • Review current ERP system and reporting tools to determine if it can meet our current and future needs.
  • Provide support each year during the forecast / budget stage and work together on forecasting CAPEX opportunities.
  • Identify waste, best practices, repeatability and determine standardized process flow at branch level.
  • Ongoing and effective communication with the OEM where applicable.
  • Develop PACCAR national fleet account
  • Responsible for managing Centralized Warranty (CW) Team and Dealer Technical Manager including capacity, authorization of vacation requests, and evaluating individual team member performance
  • Create and provide a weekly metrics dashboard for measuring branch warranty submission quality and warranty recovery. Issue warranty claims reports to each dealership.
  • Develop CW standard operating procedures for best practices. Ensure branches are following documented warranty processes and submissions by having a measuring tool to evaluate the level of information from repair orders, service reports, test results and troubleshooting to process engine, drivetrain and chassis warranty and extended warranty claims
  • Submit SRT challenges to align SRT's with labor trends
  • Other duties and projects, assigned

Qualifications

  • Bachelor's degree or equivalent work experience
  • 10 years of experience in the heavy-duty trucking/transportation industry
  • Demonstrated experience promoting, supporting, working, and acting in support of "The Company's vision, mission, and values.
  • Ability to travel often as a mandatory part of position
  • Strong leadership skills. Ability to motivate and mentor, create a positive team-oriented environment through effective communication.
  • Business development planning and execution.
  • Effective problem solving and negotiating skills
  • Strong mathematical and financial analysis skills
  • Strong computer skills (MS Office Suite, OEM Software, business development software).
  • In-depth knowledge all facets of the transportation sector
  • High level of customer service. Thorough knowledge of customer service dynamics and processes
  • Focus on efficiency – looks to accomplish the most with available time and resources
  • Ability to anticipate and deal with future problems and opportunities
  • Ability to commit to continuous process improvement
  • Strong personal organizational skills as they relate to workload, time management and setting priorities in an unsupervised environment
  • High standards of personal and business integrity
  • Able to interact with corporate management and senior management team in a timely and accurate manner regarding financials, budgets, forecasts and future expansion plans.
  • A natural leader who can see the big picture
  • Excellent written, presentation and oral communication skills
  • The ability to engage with your team and meet goals

Compensation Rate

  • $135,000 - $150,000 annually variable compensation