Assistant Service Manager - Dealership

Forward Thinking HR Services; Mississauga; On-site; CAD 70,000 - 90,000; Full time

Job summary

A luxury automotive dealership in Mississauga seeks an Assistant Service Manager to enhance customer service and manage the service department. The role involves hiring and training staff, maintaining high-quality service, and ensuring compliance with industry standards. Candidates must have supervisory experience, strong customer service and leadership skills, and a valid driver's license. The dealership is committed to providing an exceptional service experience, supporting professional development and maintaining high ethical standards.

Qualifications

• Minimum of two years in an automotive service department preferred.
• Three to five years of supervisory experience required.
• Valid driver's license is a must.
• Strong customer service orientation and communication skills.

Responsibilities

• Assist in managing the service department and ensuring excellent customer service.
• Support the Service Manager in hiring and training staff.
• Maintain high-quality service repairs and minimize comebacks.
• Monitor service department costs and profitability and improve processes.
• Liaise with warranty and parts departments to ensure timely service delivery.

Skills

Customer service skills

Leadership

Problem-solving

Communication skills

Coaching

Interpersonal skills

Multi-tasking

Education

High School diploma

College/university education in business

Two plus years in automotive service department

Three to five years supervisory experience

Job description

Overview

ASSISTANT SERVICE MANAGER – LUXURY DEALERSHIP - MISSISSAUGA

Compensation - Base Salary and Assistant Manager Bonus Plan

Position Summary:

We committed to providing outstanding service experience to our valued customers. The Assistant Service Manager will support the Service Manager with hands-on involvement in ensuring that the daily inventory of technicians’ time is consistently sold to service customers. As a high-performance team leader, they will manage an effective and profitable service department through participating in recruitment and coaching of a highly trained staff, assisting with controlling all costs, retaining customers through effective business strategy, meeting and exceeding customer expectations, reaching critical goals for the dealership, and maintaining all applicable records. Above all else, the Assistant Service Manager must ensure that all customers are provided with a consistent high level of customer service that is in line with the Bramgate Automotive Inc. values. This position is accountable for the effective operations of Concierges, Front Service Advisors, supporting Service Shop and Technicians, Parts, Warranty Administration, etc.

Qualifications

Education, Skills and Experiences:

This fantastic opportunity is suitable for an energetic, self-motivated, customer focused individual looking to take their career to the next level!

Deliver Value for the Customer

• Hands on customer service. Ensuring that every customer encounter is consistent with the Bramgate Automotive Group promise to make every experience Easy, Efficient, and Enjoyable.
• Ensure that all customers are greeted promptly upon arrival and given fair estimates on costs and time required for repairs and maintenance. Ensure that customers are kept abreast of repair status at all times.
• Establishes and maintains good working relationships with internal and external customers to encourage repeat and referral business.
• Ensuring that customer complaints are handled tactfully, promptly, and with genuine concern immediately and according to dealership's guidelines.
• Enforces that loan car usage and return is monitored and that these vehicles are prepared, serviced and clean to be ready for use at all times. Negotiates and acts as the liaison with Audi Canada customer service and roadside assistance.
• Fully understands and complies with the customer service measurements used in the Audi Canada network. Establishes and maintains a follow-up system with all customers to confirm satisfaction with the service experience.
• Ensures that the customer waiting areas are kept clean and that refreshments or other amenities are kept well stocked and/or functioning as intended.
• Maintains a professional appearance at all times.

Develop Top Talent

• Assist Service Manager in utilizing the Company processes to select and hire new employees.
• Assist with hiring, training, motivating, counselling, and monitoring the performance of all service department staff. Develops a team atmosphere within the department.
• Is mindful of self-development needs and discusses them with the Dealer Principal and General Manager.
• Assist with directing and scheduling the activities of all department employees. Enforces standards in conduct, and adequately and fairly deals with breaches in these standards.
• Facilitating and/or conducts technical training and sends employees to appropriate training schools as needed, including requirements for Audi Canada employee and department certification.
• Assist with reviewing workshop payment systems in order to ensure fairness and reliability. Monitors technicians' daily productivity reports and corresponding payroll records.
• Actively engages and ensures a positive and safe working environment for employees.
• Maintains high ethical standards at all times.

Lead by Example

• Presents self as a positive role model by demonstrating commitment to other staff, customers, dealership and company. Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
• Solicits, encourages, and implements innovative methods/ideas to improve service and performance.
• Assist with development and implementation process for efficiencies. Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.
• Utilizes all available information to ensure proper resolution of problems; makes and implements decisions to accomplish goals and meet deadlines. Recommends or takes appropriate business risks.
• Performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations; maintains composure when faced with multiple demands.
• Effectively adapt/handles changes in the department; implements and adapts to changes quickly and efficiently; encourages others to value change.
• Assist with maintenance of reporting systems required by general management and the factory. Accounts for all documents; ensures that none are missing, and all are processed correctly.
• Informs repair technicians of time allowances on each repair order. Maintains high-quality service repairs and minimizes comebacks; conducts periodic spot checks of completed jobs for thoroughness and quality.
• Liaise with Warranty Department to ensure approval and accuracy of claims. Oversees the accurate and timely processing of warranty claims.
• Is familiar with the administrative systems in order to lend support when necessary. Reviews and agrees upon all contract arrangements with leasing companies.
• With management, assist with forecasting goals and objectives for the department and strives to meet them.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Ensures the proper care, storage, and inventory of special tools. Actively engages in health and safety. Ensures that the work areas are kept clean.

Develop Business Strategy

• Assist with establishing knowledge base of auto industry competition. Keeps up-to-date on dealership and industry-specific information.
• Understands, keeps abreast of, and complies with federal, provincial, and local regulations that affect service operations, such as hazardous waste disposal etc.
• Maintains active professional affiliations and certifications.
• Responsible for other duties as assigned and/or required by business need.

Requirements

• High School diploma, or post-secondary education.
• Previous Automotive Service Technician experience an asset.
• Two plus years of college/university education with a strong emphasis on business skills preferred.
• Two plus years in an automotive service department preferred.
• Three to five years’ solid supervisory experience.
• Customer service skills. Exceptional verbal communication and presentation skills.
• Professional demeanor. Efficient problem-solving skills.
• Able to build and maintain lasting relationships with customers.
• Ability to undertand/stay up-to-date with new technology and repair and service procedures and specifications.
• Team player. Able to multi-task and handle multiple priorities.
• Strong leadership, coaching and interpersonal skills.
• High level of integrity and work ethic.
• Must possess a valid driver's license.
• Up-to-date knowledge of automotive parts and their functions.

We thank all applicants. Only those selected will be contacted.

We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your application.