Job Purpose
- Manages all aspects of service department operations: staffing, vehicle services, warranty administration, client retention, cost controls, achievement of objectives, and maintenance of all service records.
- Ensures that the daily inventory of Technician's time is consistently sold to service clients.
- Promotes Audi Kingston standards for a superior client, employee, and Audi Kingston center management.
Primary Responsibilities
- Ensure the correct handling of all aspects of the service transaction. Ensure that all vehicles are maintained and repaired according to specifications. Maintain high-quality service repairs and minimize comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality.
- Establish and maintain service goals and financial objectives by preparing an annual forecast based on market penetration, budget, expenses, and profit. Maintain budget levels by monitoring expenditures, analyzing variances, and initiating corrective action. Administer and report on the annual operating budget for the service department.
- Achieve profit goals by developing and meeting sales targets for income and number of transactions by labour category, target percentages of gross profit on labour sales, and target for hours expended per transaction. Develop and implement a marketing plan that promotes new and repeat business.
- Achieve a high level of repeat service clients by ensuring the service experience exceeds owner expectations in all respects. Achieve a high degree of client satisfaction so that the client satisfaction index is well above the national average. Maintain relationships with clients throughout the ownership period by using service communication systems.
- Ensure that the service needs of the new and used vehicle sales operations are met in a timely and efficient manner.
- Promote parts and accessories sales by developing and implementing effective merchandising and promotional programs.
- Establish with the General Manager appropriate staffing levels and make hiring and termination decisions. Ensure high quality of new hires by thorough screening and selection.
- Train, motivate and counsel all service department staff. Define and monitor the performance of direct reports by communicating goals and developing work plans, such as daily activity reports, weekly progress reports, individual sales quotas for Service Advisors, and monthly and annual task reports.
- Maintain supply and support systems, including technical reference materials, workshop supplies, and other materials, ensuring they are current, accessible, stocked, and distributed.
- Ensure physical resources such as parking and reception areas, workshop, major equipment items, special tools, and service vehicles are properly used and maintained by following good maintenance and housekeeping practices. Ensure that the work areas and client waiting areas are kept clean.
- Understand and comply with federal, provincial, and local regulations that affect service operations, such as hazardous waste disposal, WSIB, etc. Operate and maintain the service department according to the safety and appearance standards established by the Audi Kingston center, and appropriate government entities.
- Understand and ensure compliance with Audi Kingston warranty policy and procedures.
- Establish systems to ensure the security of client vehicles and property while on the center site.
- Establish and maintain an effective technical information library.
- Establish and maintain a system to control the use and costs of shop supplies.
- Monitor and follow up on parts orders with the parts manager to ensure availability.
- Ensure the proper care, storage, and inventory of special tools.
- Ensure that clients' service files are up-to-date and readily available for reference.
- Handle client complaints immediately and according to the guidelines.
- Maintain current knowledge of Audi Kingston products and services and maintain professional and technical expertise.
Additional Responsibilities/Position Requirements
Skills - Experience
- Experience in all factors of service department systems, procedures, and controls.
- Proven organization skills.
- Client contact experience.
- Ability to manage, evaluate, develop, and direct staff.
Attributes
- Excellent communication and interpersonal abilities.
- Ability to motivate coach and counsel direct staff.
Job Type: Full-time
Benefits:
- Dental care
- Extended health care
Experience:
- Automotive Service: 1 year (preferred)
- Customer Service: 1 year (preferred)
- Management: 1 year (preferred)
Work Location: In person
