Deputy Director of the Department

ASSISTANT SERVICE MANAGER Job Summary The assistant service manager contributes to the daily management of the after-sales department. They ensure an exceptional customer experience, optimize workshop operations, and support the team in achieving customer satisfaction, productivity, and profitability objectives.

Main Responsibilities

• Assist the service manager in daily departmental operations.
• Supervise, guide, and motivate technical advisors, technicians, attendants, and other team members.
• Ensure smooth scheduling from repair order initiation to vehicle delivery.
• Maintain the quality of service offered and ensure compliance with dealership standards and General Motors policies.
• Greet customers as needed, understand their needs, and intervene in situations requiring special management or problem resolution.
• Follow up on complaints and ensure quick, professional resolution of dissatisfaction.
• Monitor workshop productivity and efficiency to optimize billable hours and available hours.
• Track ongoing work, repair times, and pending vehicles.
• Collaborate with the parts department to ensure the availability of necessary parts for repairs.
• Verify the quality of repairs and ensure vehicles are ready for delivery within scheduled timelines.
• Assist in monitoring departmental performance indicators: customer satisfaction, productivity, efficiency, billable hours, service sales, and profitability.
• Ensure compliance with administrative procedures, internal policies, and health and safety standards.
• Participate in employee training, onboarding, and development.
• Organize schedules and contribute to resource management based on workload and workshop needs.
• Conduct follow-up meetings with team members and clearly communicate objectives and expectations.
• Participate in recruiting and evaluating new employees as needed.
• Collaborate with sales, parts, and bodyshop departments to ensure smooth operations.
• Maintain a professional, safe, and collaborative work environment.
• Identify process improvement opportunities and propose solutions to enhance efficiency and profitability.
• Cover for the service manager during absences and make necessary decisions for smooth departmental operation.

Job Objectives

• Maximize customer satisfaction and loyalty.
• Maintain high workshop productivity and efficiency.
• Achieve sales and profitability targets for the service department.
• Develop a high-performing, engaged, and customer-oriented team.
• Ensure effective communication between clients, advisors, technicians, and other dealership departments.
• Contribute actively to continuous improvement of service operations.

Required Skills

• Leadership and team mobilization skills.
• Excellent communication and customer service skills.
• Organizational skills and ability to handle multiple priorities simultaneously.
• Team spirit and professional attitude.
• Ability to make quick and effective decisions.
• Results-oriented with a focus on customer satisfaction.
• Good knowledge of auto service department operations.
• Ability to handle difficult situations and resolve problems diplomatically.
• Proficiency with computer tools and management systems used in dealerships.

Profile

• Relevant experience in the automotive field, particularly in managing a service department or in a senior technical advisor role, is a significant asset. The candidate must demonstrate leadership, rigor, excellent customer service skills, and the ability to work in a dynamic environment.
• Experience with Serti (an asset) Salary: starting from 80k depending on experience