Service Manager
First Truck Center
- Kelowna, BC
- Permanent
- Full-time
- Competitive base salary.
- Employer-paid technical training as required.
- Generous accrued vacation time.
- Employer RRSP matching plan.
- Generous Boot allowance.
- Company-paid extended health coverage that includes medical, dental, and vision.
- Basic life insurance, disability, and wellness programs.
- Leads, mentors and coaches a high-performing team to ensure success in the performance of their duties.
- Effectively communicates job expectations to the service team.
- Conducts frequent team huddles to ensure strong communication within department.
- Identifies and addresses trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
- Plans for and monitors the delivery of targets through individual recognition, performance reviews, people management and rewards.
- Partners with the location and Human Resources in the recruitment and selection of talent.
- Supports the Regional Manager in actively identifying and communicating opportunities for improvement in the store; designs and implements training, strategies, policies, goals, and other resources to maximize productivity and morale.
- Maintains technician file for apprenticeship documentation and other payroll matters.
- Manages all payroll documentation.
- Builds genuine employee passion for all brands and champions elite customer service as follows:
- Represent Velocity Truck Centres in a professional manner using our core values to assist with making decisions and conducting business.
- Maintain 5S standards and cleanliness in workspace.
- Participate and encourage a culture of continuous improvement Business Strategy.
- Fully participates in the development of strategic priorities and the annual business planning/budgeting process for the Service and Mobile Departments.
- Collaborates with Regional Manager to develop sales goals for each location, monitors progress toward those goals, and develops strategies to attract and retain customers.
- Proactively manages departmental budget, including:
- Direct involvement to meet or exceed all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit margins, and expense controls.
- Regularly monitor actual performance to plan and ascertain reasons for variances.
- Reviewing daily budget and department performance reports
- Studying trends to determine how to increase profitability of department.
- Reviewing warranty chargebacks to maintain 100% efficiency and recuperation.
- Maintains awareness of current and projected market conditions and develops and implements appropriate strategies and programs necessary to attain the dealership's service objectives.
- Stay up to date with all technological advances in product and tooling.
- Contacts vendor representatives for assistance when the need arises Customer Experience
- Constant focus on developing, maintaining, and improving customer relations.
- Actively bids on new tenders.
- Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
- Visits customers on a regular basis.
- Minimum 8 years of experience as a Service Technician or comparable position in the dealership/trucking industry.
- Minimum 3 years demonstrated experience in successfully leading diverse teams.
- Strong verbal and written communication skills.
- Possesses analytical skills to evaluate data, make operational decisions and solve difficult problems with effective solutions using logic and methods.
- Possesses a strong understanding of business principles, and sound business judgement.
- Must be detail oriented with ability to multi-task and maintain a strong customer service focus and attention to detail, with Excellent customer service skills.
- Proficient with Microsoft Office Suite.
- Experience working in a customer service focused, high-volume, fast-paced environment.
- Journeyperson Commercial Transport or Heavy-Duty technician.
- Experience working in a unionized environment.
- Training in Business Management or a related field.