Service Manager

Job title:

Service Manager

Company

Executrade

Job description

Job DescriptionSERVICE MANAGERTHE OPPORTUNITYLethbridge Toyota, a UF3 Auto Group Company, is seeking a dynamic Service Manager to join their team at Lethbridge, AB. The Service Manager will be responsible for optimizing shop productivity by leveraging advisor sales skills, ensuring efficient work distribution, and enhancing technician performance. This role also involves long-term strategic planning to attract and retain customers, ensuring alignment with the dealership’s profit goals and budgets.The Service Manager will report directly to the General Manager and collaborate closely with the Parts Department, Sales Department, and Office Staff. This role includes managing all Service Department personnel, including Service Advisors, Technicians, Express Lube, Detail, Internal Advisors, and Service Support Staff, ensuring a unified and efficient team to deliver top-tier service.THE ORGANIZATIONLethbridge Toyota is one of the dealerships under the UF3 Auto Group. Known for its commitment to customer satisfaction and excellence in service, Lethbridge Toyota is an integral part of the group. It offers a family-friendly environment and a focus on community involvement.The UF3 Auto Group is a family-owned and operated dealership group based in Alberta, Canada, with a rich history of over 40 years. Founded by Doug and Ross Ulmer, the group has expanded across Alberta and Saskatchewan. As a growing dealership group, UF3 has maintained a strong presence in small to mid-sized cities, where it can have a meaningful impact on the community.The group values long-term relationships with staff and customers, and prides itself on providing rewarding careers that focus on promoting from within.For more information, please visit their website at:RESPONSIBILITIESCustomer Service

• Ensure customers receive exceptional service every time they visit the dealership.
• Foster a customer-focused culture, encouraging staff to build relationships and go the extra mile for customers. Examples: assisting elderly customers, acknowledging customer milestones, etc.
• Implement a process to ensure:
• Quick response times (e.g., 10-second service drive greeting).
• Meticulous customer interactions (e.g., walk-arounds, proper service reception).
• Service advisors are present at the service counter and proactively assist customers.
• Clear communication of service promise times and follow-ups.
• Maintain customer satisfaction and address complaints promptly.

Sales

• Focus on customer labour sales, work orders, and technician output.
• Sell Toyota Maintenance Menu and forecasted maintenance services when booking appointments.
• Ensure the forecasted maintenance system contacts all customers.
• Boost repair work for vehicles 5+ years old and develop quarterly strategies to increase customer labour sales through various initiatives.
• Collaborate with the sales department to assist with used vehicle reconditioning, ensuring timely and cost-effective repairs.
• Oversee warranty administration, ensuring compliance with Toyota’s policies and complete all warranty campaigns.

Advisor and Technician Productivity

• Set monthly performance goals for advisors (sales, work orders, hours per RO).
• Hold advisors accountable and provide coaching to improve performance.
• Ensure missed appointments are rebooked promptly.
• Maximize technician productivity and ensure the efficient distribution of jobs.
• completion of all warranty campaigns.

Quality Control

• Monitor and ensure technicians follow TSM policies and procedures.
• Track service quality through a transparent customer culture, including comebacks and proper billing.
• Spot-check technicians work to ensure high standards of service and customer satisfaction.

Advertising and Marketing

• Develop and execute marketing strategies to retain and attract customers, focusing on oil changes, brakes, and tires.
• Plan initiatives for business development, customer retention, and loyalty programs (e.g., maintenance offers, direct mailers, surveys, and loyalty recognition programs).

Personnel Management

• Oversee hiring, training, and performance evaluations of service staff.
• Ensure staff adhere to the dealership’s Positivity Agreement and policies.
• Provide ongoing coaching and quarterly training plans and maintain up-to-date job descriptions.

Expenses Management

• Control departmental expenses in line with annual budgets.
• Maximize the return on investments such as advertising and equipment purchases.
• Identify cost-saving opportunities and manage purchases effectively.

Factory Relations and Procedures

• Maintain positive relationships with Toyota representatives.
• Ensure compliance with Toyota’s warranty and service policies, including completing all Toyota campaigns.

Training and Development

• Ensure service staff completes Toyota training requirements and participates in ongoing development.
• Provide quarterly training plans, facilitate monthly meetings with clear objectives, and coach staff in customer service and technical skills.

Safety

• Report any safety hazards or concerns promptly.
• Ensure a safe work environment for all staff and customers.

Other Responsibilities

• Delegate tasks to staff as needed and perform other duties as assigned by management.
• Oversee housekeeping to ensure cleanliness and organization in service areas.
• Participate in annual duties such as wage and door rate reviews and budget planning.

QUALIFICATIONS

• A high school diploma or equivalent is required; post-secondary education in automotive management or related fields is an asset.
• Toyota-specific training or certification is a plus.
• Minimum of 5 years of experience in automotive service management or a similar role within a dealership environment.
• Proven experience in leading a team, managing service operations, and driving sales performance.
• In-depth knowledge of automotive services, repairs, and Toyota-specific policies and procedures is preferred.
• Strong leadership capabilities with the ability to manage and motivate a diverse team.
• Experience in training, coaching, and holding staff accountable to high-performance standards.
• Ability to foster a customer-focused culture and maintain strong customer and staff relationships.
• Ability to analyze and optimize operational efficiency, ensuring the service department meets or exceeds performance targets.
• Familiarity with service department software systems (e.g., Reynolds and Reynolds) for scheduling, warranty administration, and reporting.

FOR MORE INFORMATION, PLEASE CONTACTDARYL HENRYT: 403.718.5078 | E: daryl.henry@richardsonsearch.ca | W: www.richardsonsearch.ca

Expected salary

Location

Lethbridge, AB

Job date

Fri, 31 Jan 2025 03:35:44 GMT

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