Service Department Manager

4 months ago

Toronto, Canada Serpa Automotive Group Full time
Service Manager (Automotive)

Serpa Chrysler Dodge Jeep RAM is seeking an experienced Service Manager. 

Reports to: Director of Aftersales

Summary:
This position is responsible for customer retention and profitability by measuring the performance of service staff and establishing customer focused service standards. The position is also responsible for ensuring that the technician's time is consistently sold to service customers.

Job Type: Full-time, Permanent

Responsibilities:
  • Maintain excellent Customer Satisfaction score for the Service Department.
  • Assists service staff in setting goals and objectives for employees to achieve goals.
  • Responsible for monitoring the performance of the service staff. Ensures effective communication within the department and with other departments in the dealership.
  • Creates a customer-focused environment and continuously strives to improve the customer satisfaction ratings.
  • Ensures that customer complaints are handled promptly and effectively and works closely with the customer to settle disputes.
  • Understands, keeps abreast of, and complies with federal and provincial regulations that affect servicing vehicles.
  • Understands and ensures compliance with manufacturer warranty and policy procedures.
  • Develops, implements and monitors performance, systems and standards for the Service Department using appropriate reports, tracking systems, and surveys.
  • Provides product and training resources for service staff on a continuous basis.
  • Ensures staff understand and follow department policies and procedures.
  • Develops and implements a marketing plan which promotes new and repeat business.
  • Greets customers ensuring optimum customer service and assists service advisors if required. Ensures that accurate estimates are given on costs and time required for repairs and maintenance.
  • Monitors and follows up on parts orders with the Parts Manager to ensure availability.
  • Informs Technicians of time allowances on each repair order.
  • Maintains high-quality service repairs to minimize comebacks. 
  • Conducts quality inspections of completed jobs for thoroughness and quality.
  • Serves as liaison with corporate and factory representatives.
  • Ensures the proper care, storage and inventory of specialty tools.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Ensures that all customer files are up-to-date and readily available for reference.
  • Prepares pricing guides and maintenance menus for frequent labour operations.
  • Handles customer complaints immediately, according to dealership guidelines.
  • Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
  • Ensures all company policy and procedures are followed and service staff is all in compliance
  • Maintains customer and company confidence by keeping information confidential and secure.
  • Maintains a positive working relationship with team members and management in a team environment.
  • Working with shop foreman to ensure work is dispatched accordingly

Skills and Qualifications:
  • Minimum 5 years of progressive experience in a service department including a minimum of 3 years in a supervisory role
  • Proficient with the following computer environments: Microsoft Office, Microsoft Excel, Internet Explorer and Outlook.
  • Advanced knowledge of technical repairs and procedures and Stellantis manufacturer warranty policies.
  • Advanced knowledge of Provincial Safety Standards concerning the performance and area of position responsibility.
  • CDK experience is required.
  • Excellent leadership and management skills.
  • Excellent interpersonal and customer service skills.
  • Must be able to communicate, verbal and written, in English (Chinese speaking is an asset)
  • Ability to build a customer focused team environment.
  • Ability to build long-lasting and trusting customer relationships.
  • Excellent problem-solving skills in order to resolve customer issues.
  • Ability to work efficiently and effectively under pressure with simultaneous deadlines.

What’s in it for you:In addition to a fast-paced, exciting environment that rewards the entrepreneurial spirit, we offer excellent pay plans, benefits packages for full-time employees, professional training and development, and advancement opportunities throughout our dealer group, such as:
  • Very Favourable Bonus Pay Structure
  • Favourable Salary
  • Extensive Group Health Benefits 
  • Support in career advancement

Schedule:
  • 8 hour shift(s)

Experience:
  • Automotive: 5 years (required)
  • Management: 2 years (required)

Licence/Certification:
  • Driving Licence (required)
  • Background Check 

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