Service Manager - Baywest Mitsubishi

Job Description

Job Description

Job Description

Salary: Up to $120,000 per year

Now Hiring: Driven Service Manager Lead a High-Performing Team, Elevate the Customer Experience, and Keep the Shop Running at Full Throttle

Lead the Charge Drive Excellence in Service, Team Performance, and Customer Satisfaction!

Were looking for a motivated, experienced, and customer-focused Service Manager to take the wheel of our high-performing service department. In this leadership role, youll be the driving force behind daily operationsmanaging technicians, advisors, and workflow while delivering a best-in-class experience for every customer who walks through our doors.

At the 401 Group of Companies, we want to focus on not who you are, but who you CAN be! We strive to hire exceptional employees who see themselves as trailblazers, trendsetters, creators, do-ers, catalysts, go-getters, and influential leaders in all aspects of who they aspire to be daily.

Location: 202410 10th St W, Owen Sound ON

Compensation: Up to $120,000 per year

As part of the 401 Group of Companies, Baywest Mitsubishi is dedicated to setting new standards of excellence in the automotive industry. With consistent growth and a strong focus on innovation, we are looking for someone who is enthusiastic about the opportunity to contribute to continued success in the role of Service Manager.

In this position, The Service Manager will play a pivotal role in overseeing and optimizing operations at the Baywest Mitsubishi location. Responsibilities include managing the service department, leading a team of dedicated employees to deliver exceptional service, and building strong customer relationships.

What You Will Be Doing:

• Responsible for-profit management - must examine department financial statements,
  including expenses and revenue, to ensure the department's profitability
• Develop and maintain a culture that values excellent customer service through effective
  training, supervision, coaching and talent management of a champion winning team
  Review and implement Service Centre policies and procedures that improve the customer
  experience through high quality service and rapport building
  Develop and implement a long-term strategy and action plan to attract and retain customers
  Ordering parts with company and OEM guidelines
  Knowledge of parts pricing procedures
  Understand and maintain OEM & Aftersales warranty platforms and process
  Establish and maintain good relationships with wholesale customers
  Professionally and effectively resolve customer and employee complaints and concerns
  Ensure compliance with Health and Safety and all other workplace regulations and policies
  Oversee multiple Service and Parts departments and ensure that the department is properly
  staffed, providing coverage during all scheduled business hours
  Maintain an active parts and accessories inventory with appropriate days of supply,
  minimizing obsolescence and improving turnover rates
  Develop and grow external (CP/W) parts and accessories sales including wholesale accounts
  Ensure compliance with 401 and OEM policies and procedures such as to maintain accurate
  warranty 10 bin, clean and presentable merchandising areas including parts storage.
  Ensure the highest level of customer satisfaction
  Report any non-compliant issues directly and immediately to the management
  Manage cash and credit/debit receipts per company policy
  Manage the Reynolds system and ensure that all parts orders are properly received, tracked,
  stored, and invoiced accurately
  Perform physical inventory counts as required which may be required during off business
  hours
  Other duties as assigned by Management & Executive Team

Daily Tasks:

• Conduct a 15-minute daily sales meeting with the service and parts team to:
  • Review month-to-date performance
  • Identify missed profit opportunities
  • Set an action plan for the day
• Work cohesively with the team throughout the day and:
  • Observe the service reception process
  • Ensure proper meet-and-greet procedures
  • Confirm verification of customers primary concerns
  • Ensure 100% walk-around and menu presentations
  • Greet and welcome customers personally
• Inspect the dispatch process to ensure:
  • Equitable distribution of repair orders (waiters)
  • Minimized technician wait time
  • (Approx. 15 minutes)
• Observe a technician performing a full 27-point vehicle health check
  • (Approx. 15 minutes)
• Listen to incoming service calls (recorded or live) with:
  • Advisors, appointment coordinators, and/or BDC staff
  • Ensure every customer is offered an appointment
  • (Approx. 15 minutes)
• Identify technicians performing below 100% productivity and:
  • Investigate underlying causes
  • (Approx. 30 minutes)
• Review the exception report to spot:
  • Frequent discounting by advisors ("discount kings/queens")
  • (Approx. 15 minutes)
• Observe the back parts counter for:
  • Unauthorized discounts
  • Speed of service to technicians
  • Parts fill rate
  • (Approx. 30 minutes)
• Review daily performance reports
  • (Approx. 30 minutes)

What You Bring to the Table:

• 12 Grade Diploma or GED
• Minimum 5years experiencein the automotive service industry
• Minimum of 3 years of management experience in the automotive industry
• Excellent communication, interpersonal and time management skills
• Ability to adapt to a changing environment and meet deadlines
• Strong computer & leadership skills
• Automotive Technicians License is an asset
• Good communication skills and attention to detail
• Must have the ability to multi-task and work under pressure
• Must be willing to be flexible with work schedule
  

So why work for us?

• The 401 Group of Companies is privately owned and 100% Canadian
• 40+ State-of-the-art facilities including a "Google-like" call centre and an 80,000 sq. ft. centralized service "Hub"
• A fun, fast-paced, and high-energy work environment with exciting initiatives and rewarding perks.
• Personalized coaching, mentoring, and training focused on both individual growth and team success.
• Empowering you to grow with meaningful career path planning and advancement opportunities.
• Health & wellness benefit enrollment opportunities
• Employee referral bonus opportunities
• Enjoy exclusive employee pricing on automotive parts and service, along with a special discount at the Blackshop Restaurant and Wine Bar.
• Perkopolis Enrollment
• On-site Parking

The 401 Group of Companies, is proud to be recognized as one of Canada's fastest growing Elite Business Management Groups offering a full line of automotive, recreational vehicle, powersport and marine products and services. Our headquarters is located in the thriving city of Cambridge, Ontario. Our brands include but aren't limited to Kia, Mitsubishi, Volkswagen, Hyundai, Subaru, Honda, Nissan, Toyota, Chrysler, Jeep, Dodge, Ram, Buick, GMC, Yamaha, 401 Auto Financing, CampMart and Grand River Boats.
If you have a growth mindset like us, we'd love to see your resume and have a conversation. The opportunities at the 401 Group of Companies are endless!

Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.The 401 Group of Companies Recruiting Team is committed to complying with the Accessibility for Ontarians with Disabilities Act (AODA) to provide an inclusive, barrier free workplace. We will accommodate the accessibility needs of individuals with disabilities to support participation in all aspects of the recruitment process. Should you require this accommodation, please contact HR, 226-535-9077 orcareers@401auto.ca

We would like to thank all candidates in advance for their interest and only those candidates selected for an interview will be contacted. Due to the volume of applications, we receive, we are unable to confirm the receipt of individual applications or resumes.