Position: Service Manager

Position Type: Fulltime Permanent

Location: Kelowna, BC

Work Schedule: Monday- Friday

Position Overview

Velocity Truck Centres Canada, formally known as First Truck Centre, is looking for a Service Manager who is ready to build a long-term career playing a key role in the management of technicians, repairs, and customer service function of our operation in our brand-new Kelowna location!

The Service Manager is responsible for the day-to-day operations of the service department including preparing and meeting the department's annual budget, reviewing department budget daily, scheduling expenditures, analyzing variances, maintaining excellent customer relations, and visiting customers. The Service Manager is also responsible for conducting the human resource and personnel supervisory functions of the department such as selecting, training, scheduling, counseling, and disciplining employees.

Compensation Plan

• Attractive Compensation: Competitive Base Salary
• Work-Life Balance: Enjoy our accrued vacation time allotment
• Comprehensive Benefits: Benefit from company-paid extended health coverage, basic life insurance, disability support, and wellness programs.
• Financial Security: Plan for the future with employer RRSP matching
• Investment in Growth: Access employer-paid technical training tailored to your needs, ensuring continuous skill enhancement and career advancement

Principal Responsibilities

Leadership & Team Management

• Leads, mentors and coaches a high-performing team to ensure success in the performance of their duties.
• Effectively communicates job expectations to the service team.
• Conducts frequent team huddles to ensure strong communication within department.
• Identifies and addresses trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
• Plans for and monitors the delivery of targets through individual recognition, performance reviews, people management and rewards.
• Partners with the location and Human Resources in the recruitment and selection of talent.
• Supports the Regional Manager in actively identifying and communicating opportunities for improvement in the store; designs and implements training, strategies, policies, goals, and other resources to maximize productivity and morale.
• Maintains technician file for apprenticeship documentation and other payroll matters.
• Manages all payroll documentation.
• Models desired behaviors and contributes to creating a respectful work environment.
• Understands and enforces compliance to company policies, procedures, and Collective Agreements (where in place).
• Builds genuine employee passion for all brands and champions elite customer service as follows:
  • Represent Velocity Truck Centres in a professional manner using our core values to assist with making decisions and conducting business.
  • Maintain 5S standards and cleanliness in workspace.
  • Participate and encourage a culture of continuous improvement Business Strategy.

• Fully participates in the development of strategic priorities and the annual business planning/budgeting process for the Service and Mobile Departments.
• Collaborates with Regional Manager to develop sales goals for each location, monitors progress toward those goals, and develops strategies to attract and retain customers.
• Proactively manages departmental budget, including:
  • Direct involvement to meet or exceed all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit margins, and expense controls.
  • Regularly monitor actual performance to plan and ascertain reasons for variances.
  • Reviewing daily budget and department performance reports
  • Studying trends to determine how to increase profitability of department.
  • Reviewing warranty chargebacks to maintain 100% efficiency and recuperation.

Sales and Marketing

• Maintains awareness of current and projected market conditions and develops and implements appropriate strategies and programs necessary to attain the dealership's service objectives.
• Stay up to date with all technological advances in product and tooling.
• Contacts vendor representatives for assistance when the need arises Customer Experience
• Constant focus on developing, maintaining, and improving customer relations.
• Organizes customer visits and marketing opportunities for Service Department
• Manages customer maintenance contracts.
• Actively bids on new tenders.
• Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
• Resolves customer complaints and provides conflict resolution to customers.
• Visits customers on a regular basis.

Other

• Acts as a liaison between all departments.
• Direct involvement in the purchasing and maintenance of all shop tools and equipment.
• Maintain technical and professional knowledge by reviewing professional publications and establishing personal networks.

Required Qualifications

• Minimum 8 years of experience as a Service Technician or comparable position in the dealership/trucking industry.
• Minimum 3 years demonstrated experience in successfully leading diverse teams.
• Strong verbal and written communication skills.
• Possesses analytical skills to evaluate data, make operational decisions and solve difficult problems with effective solutions using logic and methods.
• Possesses a strong understanding of business principles, and sound business judgement.
• Must be detail oriented with ability to multi-task and maintain a strong customer service focus and attention to detail, with Excellent customer service skills.
• Proficient with Microsoft Office Suite.
• Experience working in a customer service focused, high-volume, fast-paced environment.

Asset Qualifications

• Journeyperson Commercial Transport or Heavy-Duty technician.
• Training in Business Management or a related field.

For more information about everything Velocity, please visit us at: velocitytruckcentres.ca

We are an equal opportunity employer.

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