Connecting People with Executive Opportunities

Position:          Service Manager
Reports to:      Dealer Principal
Company:        Burlington Hyundai
Location:         Burlington, ON
Date:                 March 2020


Job Profile

The Service Manager is responsible for supporting the Service Department to achieve Burlington Hyundai’s sales objectives service sales targets. Assess service operations through routing contact and meetings with staff. The Service Manager also identifies areas of improvement, best in class Burlington Hyundai practices and recommends incorporation into programs and policies. The Service Manager is a prestigious and leading role at Burlington Hyundai.


Primary Responsibilities

  • Customer satisfaction
  • Customer relations
    • Arbitrate customer disputes when unresolved by first line personnel
    • Enhance customer relations
    • Obtain approval for expenditures over $250
  • Develop and monitor multi-level pricing strategy for service area i.e. service menu and pricing
  • In consultation with Dealer Principal, determine long range sales objectives and expense controls, for the service department.
  • Service expense control and profit
    • Monitor all PO’s – all copies to controller ASAP
    • Ensure proper review of w/o’s for accuracy
  • Supervision and documentation of first line subordinates
    • Periodic line audits
    • Developmental assessments
    • Annual wage and salary reviews
    • Periodic review of job descriptions
    • Coordinate staffing and apprise other department heads accordingly including Holidays, Sick days, Vacations, Unexpected absences, etc.
  • In concert with Dealer Principal, maintaining service personnel
  • Resolution of unresolved disciplinary problems and monitoring of inter-staff relations
  • Identification and coordination of training needs for service department personnel as required
    • Develop and monitor requested reports from subordinates as required including Service Advisor productivity, Daily technician hours, Total technician summary, Monthly service records on lifting equipment/shop safety committee, etc.
  • Maintain and ensure all subordinate employee files have current job descriptions, driver abstracts, disciplinary and noteworthy letters and documentation, etc.,
  • Ensure all subordinates have read and signed employee manual
  • Review customer follow-up letters received and handle accordingly
  • Communicate with Hyundai Canada and follow-up as required
  • Coordinate and maintain filing systems for area
  • Supervise collection of warranty receivables in a timely manner
  • Perform functions of selected subordinates as required
    • Assist daily with r/o write-up and other tasks at service desk as required
    • Support Parts Department as required
  • Ensure compliance with current regulations in service departments
  • Maintain acceptable current KPII standards as set by Hyundai Canada.
  • Adopt and demonstrate a leadership style which emphasizes the concepts of team approach, coaching of subordinates for optimum performance and open, two-way communication with frequent walk through
  • Assist with proper building upkeep and maintenance, regular lot and department walk through
  • Adopt and demonstrate effective time management
  • Ensure service departments are maintained in a clean, orderly fashion
  • Communicate with and support other areas of the dealership
  • Keep receptionist apprised of whereabouts at all times
  • Ensure proper dress and deportment of staff
  • Take ownership of and successfully resolve problems as required with proper documentation follow up
  • Conduct and attend meetings as required, record minutes and follow up with issues in a timely manner, schedule and conduct monthly service meetings for technicians
  • Continue to conduct our regular new vehicle service seminar, assume responsibility for all aspects of attendance and execution
  • Assist with emergent and unforeseen issues as required


Qualifications / Required Skills

  • Competencies include acute problem-solving skills, great customer service skills, product knowledge, influential, dependable, credible, honesty, organized
  • Read, write, and speak English fluently
  • Valid Driver’s License

Reply in confidence to:

Gary Filippini MBA, CPA
Senior Associate


in addition, place the position for
which you are applying
in the subject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position


2600 Skymark Ave.
Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Tel: 905.290.0911 x225
TF: 1.866.MARCKIS (627.2547) Fax: 905.290.0914
Cell: 647.228.0550


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