Connecting People with Executive Opportunities

Position:           Service Manager
Reports to:      Dealer Principal
Company:        Large Import Automobile Dealership
Location:         Greater Edmonton Area (Alberta)
Date:                 May,  2021

Job Profile

Our client, a leading import automobile retailer in East Edmonton, is seeking a highly capable Service Manager driven by performance-based compensation along with a passion for customer satisfaction who will oversee all service operations including front-end service staff, technicians, apprentices and detailers.

Primary Responsibilities

  • Forecasts goals and objectives for the department and strives to meet them.
  • Prepares and administers an annual operating budget for the service department.
  • Ensures that all customers are given fair estimates on costs and time required for repairs and maintenance.
  • Develops and implements a marketing plan that promotes new and repeat business.
  • Monitors and controls the performance of the department using appropriate reports, metrics, KPI’s, tracking systems and surveys.
  • Understands and ensures compliance with manufacturer warranty and policy procedures.
  • Monitors warranty repair orders for sales and hours relative to expectations.
  • Prepares pricing guides and maintenance menus for frequent labor operations.
  • Directs and schedules the activities of all department employees.
  • Maintains high-quality service repairs and minimizes comebacks.
  • Conducts periodic spot checks of completed jobs for thoroughness and quality.
  • Understands, keeps abreast of and complies with provincial and local regulations that affect service operations, such as hazardous waste disposal, WCB, Right-to-Know, etc.
  • Monitors technicians’ daily productivity reports and corresponding payroll records.
  • Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
  • Monitors and follows up on parts orders with the Parts Manager to ensure availability.
  • Ensures the proper care, storage and inventory of special tools.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Informs repair technicians of time allowances on each repair order.
  • Maintains a safe working environment.
  • Hires, trains, motivates, counsels and monitors the performance of all service department staff.
  • Strives for harmony and teamwork within the department and with all other departments.
  • Handles customer complaints immediately and according to dealership guidelines.
  • Serves as liaison with factory representatives.
  • Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
  • Establishes and maintains follow-up with all customers to confirm satisfaction with the service experience and maintains good working relationships to encourage repeat and referral business.
  • Holds weekly department meetings.
  • Maintains a professional appearance and ensures that work areas and customer waiting areas are kept clean.

Qualifications / Required Skills

The ideal candidate will have a minimum of 5 years of experience immersed in a retail automotive service environment as a Service Manager or in a related capacity and has:

  • a solid grasp of the various metrics and KPI’s commonly used in a service operation (including ELR, Hr/RO, facility utilization, net profit, customer retention, etc.).
  • an understanding of the impact these metrics and KPI’s have on financial statements and overall customer satisfaction.
  • the capability of achieving net profit targets on a consistent basis while achieving excellent customer satisfaction ratings.
  • participated in performance groups and/or regularly seeks out and implements best practices.
  • the ability to develop and implement improvement plans based on ongoing analysis and review of performance indicators and root cause analysis.
  • You have a proven and natural ability to mentor and lead team members in a manner that is both effective and supportive and you work well with all employees, managers and senior leadership.
  • You are effective at establishing and maintaining good working relationships with customers as required to encourage repeat and referral business.

We Offer:

  • Equal employment opportunity.
  • Competitive pay.
  • Health Benefits (after 90-day probationary period).
  • A safe, professional and dynamic work environment.
  • Flexible hours offered to some degree with a preference of 8-5 Monday – Friday.


Reply in confidence to:

Gary Filippini MBA, CPA
Senior Managing Partner

Email: gfilippini@marckisgroup.com

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
  • your salary expectations

THE MARCKIS GROUP

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

Tel: 647.228.0550

WWW.MARCKISGROUP.COM

The Marckis Group respects the privacy and confidentiality of personal information provided by candidates. In accordance with the Personal Information Protection and Electronic Documents Act ("PIPEDA"), please view our Privacy Policy on our website at www.marckisgroup.com/privacy.html . Marckis prides itself on being an equal opportunity company.