Executes service department objectives, operating plans, and performance targets as established by ownership and executive leadership.
Implements strategies and action plans to meet or exceed defined departmental KPIs, rather than independently setting performance thresholds.
Prepares the annual operating budget for the service department and administers the approved budget as authorized by ownership and executive leadership. Monitors expenses and variances against the approved plan and takes corrective action to remain within established financial parameters.
Leads, hires, trains, motivates, and holds accountable all service department staff, including service advisors, technicians, porters, and support roles, in alignment with company standards and expectations.
Ensures all required reporting systems are maintained accurately and on time as directed by general management and OEM requirements, including warranty submissions, recall tracking, CSI reporting, productivity metrics, and compliance documentation.
Monitors service department performance against established KPIs, including technician productivity, effective labor rate, hours per repair order, labor gross, comeback rate, and CSI. Takes corrective action when results fall below required standards.
Holds weekly service department meetings focused on reviewing performance against established targets, addressing performance gaps, and reinforcing priorities set by leadership.
Directs and schedules department activities to ensure staffing levels, technician utilization, workflow, and throughput align with required performance outcomes.
Ensures technicians’ available time is consistently sold to customers in accordance with company expectations for productivity and efficiency.
Reviews technicians’ daily productivity reports, effective labor rates, hours sold per repair order, and corresponding payroll records to ensure results meet established benchmarks.
Reviews and approves repair orders prior to warranty submission to confirm accuracy, proper labor allocation, and alignment with company standards.
Coordinates with the Parts Manager to ensure parts availability supports service throughput and minimizes delays.
Maintains high repair quality standards and minimizes comebacks through active oversight, process enforcement, and periodic spot checks of completed work.
Ensures compliance with all applicable local regulations, safety requirements, environmental standards, and OEM warranty and policy procedures.
Serves as the primary liaison with OEM representatives and ensures dealership compliance with factory programs, audits, and performance expectations.
Implements and enforces customer service processes, including prompt customer greeting, accurate cost and time estimates, transparent communication, and a 24-hour post-service follow-up process.
Builds and maintains strong customer relationships to encourage repeat and referral business.
Handles customer complaints in accordance with dealership guidelines, escalating issues as required to general management.
Ensures work areas, service bays, and customer waiting areas are clean, safe, and professional at all times.
Oversees proper care, storage, and inventory control of special tools and service equipment.
Maintains a safe work environment and enforces safety policies and procedures consistently.
Performs other duties as assigned by General Management or Operations Leadership in support of company objectives.
Requirements
Ability to read, comprehend, write, and speak English.
Math competency at an intermediate level or higher.
Ability to problem solve.
Ability to work independently and be self-motivated.
Positive interpersonal skills and a strong work ethic.
Exhibit excellent attention to detail.
Ability to lift up to 50lbs.
Ability to work with diverse cultures and teams in a friendly, productive manner.
Must be able to multitask while working in a fast-paced environment.
Computer competency required at an intermediate level or higher.
Associate or Bachelor’s degree.
Automotive Technical Certification.
ASE Certification or equivalent.
Must have 10+ years automotive related experience in a supervisory/manager related role.
Benefits in accordance with CI Labour Act. This is a full-time position with a working week of 50 hours, any overtime and holiday hours paid in lieu of time worked
