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Service Manager

Service Manager

Capilano AudiNorth Vancouver, BC
30+ days ago
Salary
CAD20–CAD25 hourly
Job type
  • Full-time
Job description

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Capilano Audi is currently looking to fill aposition of a  Service Manager.

The servicemanager is responsible for the work flow and the profitability of the servicedepartment. As such, the manager controls the major overhead costs of thedealership and influences customer satisfaction and owner loyalty.

EssentialDuties :

  • Maintain highest possible standards of workmanship; advise technicians of dealership CSI on a monthly basis.
  • Maintain daily required housekeeping in service department to promote morale and

quality standards; devise and implement – schedule of training for technical, productive, non-productive, and non technical personnel.

  • Obtain craftsman league scores at or above zone average; counsel regularly with employees, especially those whose performance is below standards.
  • Develop systems of quality check of performance and tagging of special jobs.
  • Resolve 100% of customer complaints within 48 hours.
  • Involve owner relations manager (if separate title) in complaints as appropriate, but strive toward zero complaints reaching dealer for resolution.
  • Keep dealer informed of serious complaints, possible legal cases, and cases not closed satisfactorily; be totally aware of “lemon laws”.
  • Work effectively with Better Business Bureau to satisfactorily resolve complaints.
  • Recruit, build, train, and maintain a quality service organization.
  • Develop systems for quality checking each job.
  • Recruit and hire highest quality technicians and service personnel.
  • Devise, maintain and update systems for use of technical resource data in accordance with CCS and dealership policy appraise all personnel at least annually.
  • Create and use systems for follow-up of customer pay and warranty labor to insure
  • customer satisfaction; maintain repair order system that follows the three (3) “C’s”;

    • complaint, cause, and correction.

  • Develop standards of customer treatment and enforce their use; devise special processes for handling comebacks.
  • Establish and maintain an organized and up to date customer follow and record system.
  • Be familiar with and able to operate an automated control system.
  • File all completed repair orders within 48 hours of completion.
  • Respond quickly to summons from cashier to help deal with concerned or confused

    • customers.

  • Complete campaigns in timely fashion, at or above zone average.
  • Maintain accurate records and insure warranty parts retention as outlined in policy and procedures manual.
  • Maintain effective Inter-department relationships.
  • Develop systems for 100% review of check lists for car preparation.
  • Handle service department responsibilities for delivery in accordance with the requirements of the gold key delivery program.