Service Manager - Scarborough, Canada - Serpa Automotive Group
Description
Service Manager (Automotive)
Serpa Chrysler Dodge Jeep RAM is seeking a experienced and professional 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.
, 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 highquality 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 uptodate 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 24hour followup 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 longlasting and trusting customer relationships.
- Excellent problemsolving 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: 3 years (required)
Licence/Certification:
- Driving Licence (required)
- Background Check
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