Automotive Service Manager

Introduction

We are eager to welcome an energetic and aspiring Automotive Service Manager to our team. This position is perfectly suited for a dynamic leader who is passionate about managing a high-performance environment and excelling in customer service. While previous automotive experience is beneficial, we are particularly interested in candidates who demonstrate a strong desire to develop their leadership and management skills. In this role, you will not only drive our service operations to new levels of efficiency and customer satisfaction but also receive ample opportunities for professional growth and development. If you are an enthusiastic individual looking to propel your career forward in a supportive and challenging environment, we invite you to apply.

Summary

The primary purpose of the Service Manager is to lead the auto service team in providing the ultimate customer experience in auto service and repairs by building customer trust and loyalty through high quality workmanship and professional and knowledgeable counter staff. The Service Manager works collaboratively with the Associate Dealer to establish sales objectives, cost controls and strategies for growth and profitability in the Auto Service Centre.

Responsibilities and Tasks

Customer Service
• Develops and maintains a culture that values excellent customer service through effective training, supervision, coaching and performance management.
• Reviews and implements Service Centre policies and procedures that improve the Customer Experience through high quality repairs and building customer relationships.
• Develops and implements a longer-term strategy and action plan to attract and retain customers. 
• Coaches team members to provide excellent customer service.
• Holds others accountable for providing excellent customer service.
• Leads by example and consistently displays excellent customer service.
Operations
• Recruits, develops, motivates, recognizes and holds accountable an Auto Service team that will meet established objectives and targets for sales and profitability.
• Improves sales and profitability for the Service Centre.
• Monitors the operating budget by tracking sales and expenses.
• Keeps abreast of best practices and key factors impacting the Service Centre business and takes action to align Service Centre initiatives accordingly.
• Maintains quality workmanship through monitoring uniformed inspection guidelines.
• Maintains service department presentation through daily inspections.
• Monitors and improves the productivity of the team through strong leadership, motivation, team building and effective scheduling.
• Plans, organizes, delegates and follows up on work and projects while considering team skill levels, customer wait times and the availability of parts and equipment.
• Communicates and ensures compliance with company, store and department policies, as well as health and safety programs and regulations.
• Promotes service safety and security procedures.
• Implements training structure and professional development strategy within the Service Centre.
• Builds and maintains rapport with internal and external customers or vendors, as required.
• Provides support in regard to warranties, returns and guarantees related to auto customer service.
• Organizes and conducts regular staff meetings and actively participates in management meetings.
• Performs other duties, as required.

Requirements
• Knowledge of market trends in the automotive service industry.
• Ability to work effectively with auto parts ordering systems and computerized work order systems.
• Good working knowledge of CoStar is an asset.
• Valid driver's licence for province of employment.
• Management experience in a customer service-oriented industry.
• Management experience in the auto service industry is an asset.
• Experience in a Canadian Tire Auto Service Centre is an asset. 
Required Skills and Abilities

Successful candidates will demonstrate the following competencies:
• Strong orientation towards customer service excellence.
• Strong belief in the Canadian Tire Values of honesty, integrity and respect.
• Entrepreneurial and results-oriented individual who possess solid administrative skills.
• Ability to serve customers in a professional manner and to inspire their confidence and trust.
• Ability to lead and manage a team to achieve common goals in a fast-paced environment.
• Strong team-oriented approach.
• Strong communication skills.
• Aptitude for building and maintaining interpersonal relations, both with customers and coworkers.
• Ability to plan, organize, delegate and follow up on team's activities and projects.
• Proactive problem-solving skills and ability to make decisions.
• Ability to adapt and cope with challenging situations. 
Potential Career Opportunities
• Next levels: Store Manager and General Manager.
• Other automotive and management opportunities in a large network of more than 485 Canadian Tire Service Centres across the country.
• Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark's, FGL Sports Ltd., Canadian Tire Corporation Limited and Canadian Tire Financial Services). 
Physical Demands and Working Conditions 

In compliance with the store's Health and Safety Policies and Procedures:
• Standing/walking for 8 hours.
• Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from "light" to "heavy".
• Lifting and turning repeatedly throughout the shift. 
• Lifting above shoulder, from floor to shoulder and floor to waist.
• Walking and carrying at the same time and pushing/pulling as required.
• Twisting, turning, reaching and working above shoulder level.