VOLKSWAGEN SERVICE MANAGER - BRAMPTON
We are in search of motivated and qualified candidates with the right mindset to take us to the next level with our Service operations.
We are seeking professionals who have outstanding work skills and are committed to developing lifetime clientele with a leading brand.
Our Company
Bramgate Automotive Inc. has been in business since 1967 for more than 56 years. We celebrate diversity and we encourage growth within our growing organization. Give us your best and we will give you ours!
Our vision is to make every customer experience easy, efficient, and enjoyable.
We are proud winner of:
· Canadian AutoWorld Employer of Choice (CAWEOC) Award -2020. 2023
· Canada’s Top 25 Best Dealership to work for by Automotive News –2018-2019.
Position Summary:
At Bramgate Volkswagen, we are committed to providing outstanding service experience to our valued customers. The VW Service Manager is responsible for hands-on involvement in ensuring that the daily inventory of technicians’ time is consistently sold to service customers. As a high-performance team leader, they will manage an effective and profitable service department through recruitment and coaching of a highly trained staff, controlling all costs, retaining customers through effective business strategy, meeting, and exceeding customer expectations, reaching critical goals for the dealership, and maintaining all applicable records. Above all else, the Service Manager must ensure that all customers are provided with a consistent high level of customer service that is in line with the Bramgate Automotive Inc. values. This position is accountable for the effective operations of Service Concierges, Front Service Advisors, Service Shop and Technicians, Parts, Warranty Administration and Shuttle Services Departments.
We offer:
- German brand – progressive innovative technology.
- Collegial atmosphere.
- Outstanding leadership and support. Mentorship and coaching with senior team and 3rd party trainer.
- Professional training and processes.
- Large customer base.
- Competitive compensation plan that includes, benefit package, life, health, dental, pension plan, etc.
- Career advancement opportunities.
Education, Skills, and Experiences:
This fantastic opportunity is suitable for an energetic, self-motivated, customer focused individual looking to take their career to the next level!
- Deliver Value for the Customer
- Hands on customer service. Ensures that every customer encounter is consistent with the Bramgate Automotive Group promise to make every experience Easy, Efficient, and Enjoyable.
- Ensures that all customers are greeted promptly upon arrival and given fair estimates of costs and time required for repairs and maintenance. Ensure that customers are always kept abreast of repair status.
- Establishes and maintains good working relationships with internal and external customers to encourage repeat and referral business.
- Ensures that customer complaints are handled tactfully, promptly, and with genuine concern immediately and according to dealership's guidelines.
- Enforces that loan car usage and return is monitored and that these vehicles are prepared, serviced and clean to be always ready for use. Negotiates and acts as the liaison with Volkswagen Canada customer service and roadside assistance.
- Fully understands and complies with the customer service measurements used in the Volkswagen Canada network. Establishes and maintains a follow-up system with all customers to confirm satisfaction with the service experience.
- Develops and implements a marketing plan in coordination with the Marketing Manager that promotes new and repeat business. Identifies, recommends, and supports opportunities for methods/process creation and improvement.
- Ensures that the customer waiting areas are kept clean and that refreshments or other amenities are kept well stocked and/or functioning as intended.
- Always maintains a professional appearance.
Develop Talent
- Utilizes the Bramgate Automotive processes to select and hire new employees.
- Hires, trains, motivates, counsels, and monitors the performance of all service department staff. Develops a team atmosphere within the department.
- Is mindful of self-development needs and discusses them with the Dealer Principal and General Manager.
- Directs and schedules the activities of all department employees. Enforces standards in conduct, and adequately and fairly deals with breaches of these standards.
- Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed, including requirements for Volkswagen Canada employee and department certification.
- Reviews workshop payment systems to ensure fairness and reliability. Monitors technicians' daily productivity reports and corresponding payroll records.
- Actively engages and ensures a positive and safe working environment for employees.
- Always maintain high ethical standards.
Create and Leverage Collaborative Partnerships
- Has an approachable style; fosters open communication through active listening; listens actively to understand others completely.
- Is proactive. Strives for harmony and teamwork within the department and with other departments. Communicates regularly with department staff and members of other departments as part of the dealer team.
- Persuades others to accept a point of view or obtain commitment.
- Foster positive team relations. Resolves all employee concerns in a prompt and effective manner.
- Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
- Serves as liaison with factory representatives.
- Holds weekly department meetings. Attends and participates in manager meetings.
Lead by Example
- Presents self as a positive role model by demonstrating commitment to other staff, customers, dealership, and company. Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
- Solicits, encourages, and implements innovative methods/ideas to improve service and performance.
- Develop and implement processes for efficiency. Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.
- Utilizes all available information to ensure proper resolution of problems; makes and implements decisions to accomplish goals and meet deadlines. Recommends or takes appropriate business risks.
- Performs multiple tasks simultaneously to meet and exceed deadlines and expectations; maintains composure when faced with multiple demands.
- Effectively adapt/handles changes in the department; implements and adapts to changes quickly and efficiently; encourages others to value change.
- Maintains reporting systems required by general management and the factory. Accounts for all documents; ensures that none are missing, and all are processed correctly.
- Informs repair technicians of time allowances on each repair order. Maintains high-quality service repairs and minimizes comebacks; conducts periodic spot checks of completed jobs for thoroughness and quality.
- Liaise with Warranty Department to ensure approval and accuracy of claims. Oversees the accurate and timely processing of warranty claims.
- Is familiar with the administrative systems to lend support when necessary. Reviews and agrees upon all contract arrangements with leasing companies.
- Forecasts goals and objectives for the department and strives to meet them.
- Prepares and administers an annual operating budget for the service department in consultation with the General Manager.
- Monitors the quality of work, the efficiency of the employees and the myriad of costs associated with sales through utilizing daily controls.
- Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
- Keeps abreast of new equipment and tools available and recommends purchases.
- Ensures the proper care, storage, and inventory of special tools. Actively engages in health and safety. Ensures that the work areas are kept clean.
Develop Business Strategy
- Establishes knowledge base of auto industry competition. Keeps up to date on dealership and industry-specific information.
- Understands, keeps abreast of, and complies with federal, provincial, and local regulations that affect service operations, such as hazardous waste disposal etc.
- Maintains active professional affiliations and certifications.
- Responsible for other duties as assigned and/or required by business need.
Requirements:
- High School diploma, or post-secondary education.
- Previous Automotive Service Technician experience an asset.
- Two plus years of college/university education with a strong emphasis on business skills preferred.
- Five plus years in an automotive service department preferred.
- Five years solid management/supervisory experience. Preference will be given to candidates with Dealership Service Department operations experience.
- Customer service skills. Exceptional verbal communication and presentation skills.
- Professional demeanor. Efficient problem-solving skills.
- Able to build and maintain lasting relationships with customers.
- Ability to understand, stay up to date with new technology and repair and service procedures and specifications.
- Team player. Able to multi-task and handle multiple priorities.
- Strong leadership, coaching and interpersonal skills.
- High level of integrity and work ethic.
- Must possess a valid driver's license.
- Up-to-date knowledge of automotive parts and their functions.
Please apply, in confidence, by sending your resume to careers@bramgateautomotive.com.
We thank all applicants. Only those selected will be contacted.
Bramgate Automotive Inc. is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your application.
