Service Manager

Job Summary:

The After-Sales Service Manager oversees the daily operations of the service department, ensures exceptional customer service, and drives department performance. They manage technicians, maintain high levels of customer satisfaction, and ensure that all service processes and procedures are followed effectively. The role is also essential in achieving the department's sales and profitability goals.

Key responsibilities:

    • Team Supervision: Lead and motivate technicians, advisors, and support staff to ensure high performance, efficiency, and quality service.
    • Customer Service: Ensure customers receive exceptional service by handling complaints, providing timely updates, and ensuring customer satisfaction at the completion of the service.
    • Department Performance: Set and achieve departmental goals, including repair orders, revenue targets, and customer satisfaction metrics. Monitor daily performance and adjust as necessary to improve efficiency and profitability.
    • Scheduling and Workflow Management: Oversee appointment scheduling for maintenance and repairs to ensure optimal technician utilization. Manage work orders to meet service deadlines and customer expectations.
    • Quality Control: Ensure all maintenance work is performed correctly and repairs meet quality standards. Conduct inspections of completed work to verify accuracy.
    • Training and Development: Provide ongoing training and development for service staff, including technicians and advisors, ensuring they stay updated on product knowledge, procedures, and certifications.
    • Parts and Inventory Management: Monitor parts and supplies inventory to ensure adequate stock levels while controlling costs. Collaborate with the parts department to ensure the availability of parts required for scheduled repairs.
    • Financial Management: Assist in budgeting and controlling department expenses, monitor labor and parts costs, and ensure the profitability of the service department.
    • Compliance and Safety: Ensure all service operations comply with dealership, manufacturer, and regulatory standards, including safety protocols and environmental requirements.
    • Sales and Marketing: Work with the sales team to promote after-sales offerings such as extended warranties, service contracts, and maintenance packages. Develop and implement promotional strategies to drive service activity.

Qualifications:

    • Experience: Previous experience in automotive service management, with a proven track record of leading service teams and achieving sales and service objectives. Chrysler and/or Stellantis experience is a strong asset
    • Knowledge: Strong understanding of automotive repair processes, after-sales operations, and best practices in customer service.
    • Leadership Skills: Excellent leadership, communication, and interpersonal skills, with the ability to motivate a team.
    • Customer Orientation: Commitment to delivering exceptional customer service and building strong customer relationships.
    • Organizational Skills: Strong time management and organizational skills, with the ability to manage multiple priorities.
    • Education: High school diploma or equivalent required; automotive certifications or a university degree is a plus.
    • Computer Skills: Proficiency in dealership management software, MS Office, and other relevant systems.

Working conditions:

    • Fast-paced environment with frequent customer interactions.
    • Occasional evening work may be required based on dealership hours and customer demand.
    • Occasional travel for training or manufacturer-related events.

This position is crucial to the overall success of the service department and requires someone who is customer-focused and driven to achieve operational excellence.

Send your CV via Auto-jobs.ca.