Service Manager

Company Overview

Bosch Truck Group Inc. (formerly Glover International Trucks Ltd.) is an award winning dealership with locations is Alberta and British Columbia. For 50 years we have been empowering customers with reliable transportation solutions. We are committed to delivering exceptional quality and service, we aim to be the leading provider of commercial trucks by setting the industry standard for reliability, safety, and customer satisfaction. We have an exciting Service Manager opportunity in our Kelowna dealership.

The Service Manager's main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfactions, as well as positively contributes to the business performance and overall company profitability.

Service Department Management:

Manage and plan the daily operations of the service department, working with and acting on deviations. Lead and motivate the service department personnel.

• Set routines for planning and following up on meetings
• Carry out pulse meetings
• Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation
• Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department
• Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration
• Monitor Dedicated Customer Service and Digital Dealer adoption and utilization, addressing any deviations
• Monitor and handle deviations, initiate proper actions and escalations
• Coordinate with the parts department to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to
• Manage the service department facilities
• Create and manage schedules and shifts

Service Department Customer Relations / Sales

Develop and manage customer relationships ensuring that customer's needs are met, and services are developed to meet the future needs of the customer.

• Build and maintain the right level of relationships with customer representatives
• Monitor the department's processing of complaints and process major or complicated complaints
• Assist service department personnel and customers regarding technical issues
• Participate in meetings with key customers when required

Service Department Follow Up Results

Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.

• Manage and analyze the service department's running costs and expenses budget
• Regularly follow up on service business and financial results
• Set, monitor, maintain, and follow up on KPIs
• Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required
• Analyze current standards to identify and present opportunities for improvement of the service department
• Proactively initiate improvement activities, ensuring conditions are in place to achieve departmental goals
• Review warranty performance and financial impacts, addressing any procedural or training opportunities.

Service Department Leadership

Create and foster environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development.

• Protect the employee's and company's reputation by keeping information confidential
• Nurture a culture where diverse perspectives are welcomed, collaboration is encouraged, responsibility is shared, and continuous learning is the norm
• Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.
• Contribute to the business goals by accomplishing related results and participating on projects as needed.

Qualifications

• Proven dealership experience in a management role.
• Strong mechanic experience with comprehensive mechanical knowledge.
• Excellent customer service skills.
• Ability to lead a team effectively.
• Experience in truck repair and maintenance.
• Skills in upselling and sales are advantageous.
• Basic cash handling skills are preferred but not essential.