Assistant Service Manager

Description

Position: Assistant Service Manager

Position Type: Full time - Permanent

Location: Surrey BC.

Work Schedule: Monday to Friday

Position Overview

The Assistant Service Manager is responsible for assisting the Service Manager in the day-to-day operations of the service department including preparing and meeting the department's annual budget, reviewing department budget daily, analyzing variances, maintaining excellent customer relations, and visiting customers.

Compensation Plan

• Competitive base salary (D.O.E.)
• Generous accrued vacation time.
• Employer RRSP matching plan.
• Company-paid extended health coverage that includes medical, dental, and vision.
• Basic life insurance, disability, and wellness programs.

Principal Responsibilities

Leadership

• Supports the Service Manager in leading, training, mentoring and coaching service department staff to ensure success in the performance of their duties. This includes providing technical support (i.e. parts reuse, diagnosis, road test and failure analysis).
• Assists in scheduling and staffing needs specific to support staff roles.
• Effectively communicates job expectations to the service team.
• Participates in frequent team huddles to ensure strong communication within department.
• Identifies and escalates trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction to the Service Manager.
• Contributes to the delivery of targets by participating in individual recognition and providing input pertaining to performance reviews, people management and rewards.
• Participates in the recruitment and selection process of talent.
• Completes write up documentation and meet with personnel per CBA & HR requirements.
• Authorizes daily time entry for service department staff as required.
• Understands and enforces compliance to company policies, procedures, and collective agreements (where in place).
• Builds genuine employee passion for all brands and champions elite customer service

Business Strategy

• Assists with ensuring that all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit, profit margins, and expense controls.
• Creates and implements customer growth plans.
• Manages and works with central ops on all service schedules (sublets, cash, warranty, pinnacle), resolves disputes and chargebacks effectively.
• Manages reports related to service process, performance metrics, and customer satisfaction.
• Studies trends to determine how to increase profitability of department.
• Makes warranty decisions as required.

Customer Experience

• Advances any unresolved diagnosis to Service Manager.
• Maintains a focus on developing, maintaining, and improving customer relations.
• Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
• Resolves customer complaints and provides conflict resolution to customers.
• Meets with customers on a regular basis to improve and maintain strong relationships.
• Supervises the use and maintenance of all shop tools, supplies and equipment.
• Ensures all customer facing work area cleanliness.
• Maintains technical and professional knowledge by reviewing professional publications and establishing personal networks.
• Performs the function of Service Manager in their absence.

Qualifications

• 3 or more years' experience in service department of trucking industry or equivalent internal experience.
• Minimum 5 years of experience as a service technician or comparable position in the dealership/trucking industry
• Proven experience in leading others coupled with exceptional team building skills.
• Strong verbal and written communication skills.
• Above average analytical skills to evaluate data.
• Possesses understanding of business principles, and good 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.

Asset Qualifications

• Journeyperson commercial transport or heavy-duty technician.
• Experience working in a unionized environment.
• Training in Business Management or a related field.

First Truck Centre, doing business as Velocity Truck Centres, is Western Canada's first and longest standing DTNA Elite support certified group of facilities in Canada. Velocity Truck Centres believes in fostering a better tomorrow through the power of value, speed and trust by offering various sales, vehicle maintenance, necessary parts, and collision services to the industry.

To learn more about First Truck Centre / Velocity Truck Centres please visit us at firsttruck.ca.

We are an equal opportunity employer.