MAXIM TRUCK & TRAILER - POSITION DETAIL

Service Manager

Location: Saskatoon, SK
Job Type: Full Time
Close Date: 02/07/2013
Description:

Position Summary

 

Provides leadership to the Service Department to meet financial goals through productive staffing, customer retention, technician training, and quality workmanship while improving productivity, reducing costs, and maintaining a high level of customer satisfaction.

 

Responsibilities

 

  1. Oversees the daily operations of the Service Department to ensure customer needs are met and staff involved in different steps in the process work together to achieve department results. This includes providing expert advice when requested by staff regarding technical repair, customer service, invoicing, or vendor policy & procedure.  Also oversees Dept’s assets and maintenance. (40%)

 

Performance Coaching Standards

  • Advice is accurate and timely
  • Staff learn from coaching so they do not repeat questions in future jobs
  • Training plans are created and adjusted according to needs of staff
  • Customers are satisfied and give repeat business
  • Concerns are resolved on a timely basis
  • Solutions balance the needs of the customer and what makes sense for Maxim

 

  1. Supervises staff following Maxim’s Leadership principles. This includes: (20%)
  • Hiring the right staff and retaining them
  • Moving those staff to high performance by ensuring they have the correct skills and knowledge
  • Communicating including providing standards and measuring performance and providing feedback
  • Rewarding and creating the work environment to make them the most productive

 

 

Performance Coaching Standards

  • Staff meet or exceed the requirements of their job as set out in their performance coaching goals
  • The correct number & types of positions are maintained
  • Attends Maxim Leadership training and adheres to those principles
  • Works within established company programs and guidelines (e.g., hiring, performance coaching system, salary/wage increases, supervisor’s handbook, etc.)
  • Staff requests are responded to within 2 working days
  • Staff learn from coaching so they do not repeat questions or errors
  • Completes annual staff training plan and ensure it takes place. Adjusts plans throughout year according to business needs.
  • General meetings for all staff are held at least monthly
  • Ensures staff under their direct supervision are trained and understand how to work safely. Adheres to Maxim’s safety and health policy and program. Participates under the guidance of human resources on all disability claims (e.g. WCB, STD or LTD)

 

  1. Maintains relationships with other Maxim divisions (Parts, Sales, etc.) and key suppliers to ensure the external customer’s needs are met.  (15 %)

 

Performance Coaching Standards

  • Determines and meets the needs of our internal customers and vendors
  • No other divisions’ external customers express concerns as a result of the service department’s internal or external customer service.
  • Balances vendor requirements with Maxim’s business needs. Informs supervisor of situation and recommended solution before a conflict arises between maxim and a vendor.

 

  1. Assembles annual budgets and productivity measures for areas of accountability. Reviews progress towards meeting or exceeding the budget, plans and implements corrective action. (10%)

 

Performance Coaching Standards

  • Realistic budget information is developed by deadline
  • Invoicing, Technician Bar Code, Daily Sales Report, Credit Report and Open R/O report Reports are reviewed daily and unusual results are investigated and rectified if needed
  • Monthly budget results are reviewed ad investigated. Home office report is completed and submitted by the deadline
  • ISIS home page is reviewed daily and staff are directed to relevant information
  • Overall budget is met or surpassed barring major uncontrollable circumstances (e.g. windfalls or detrimental effects)

 

  1. Makes phone calls and in-person sales calls to target customers to increase business. (10%)

 

Performance Coaching Standards

  • New business complements current shop workload
  • Business and new customer business increases as per mutually agreed to standards
  • Meets the new customer contact standards
  • Ensures quotes are accurate and priced competitive
  • Quotes are completed on a timely basis

 

 

  1. In smaller shops, may be responsible for one or more of these functions: (5%)
  • Closing Repair Orders
  • Assisting at front counter
  • Supervising Technicians
  • Creating quotes

 

Performance Coaching Standards

  • Work is performed according to positions’ guidelines and standards

 

  1. Other duties as assigned

 

Qualifications

 

Education & Experience:

  • Minimum 5 years in a leadership role in the medium/heavy duty truck industry in a Service Dept. role (e.g. Foreman, Service / Warranty Administrator, Service Coordinator)
    • Knowledge of fleet and/or dealer maintenance procedures and systems
  • Knowledge or experience of how to run a profitable service shop
  • Previously supervised 5+ staff preferred
  • International truck warranty experience an asset

 

Skills:

  • Strong business acumen with a focus on results
  • Easily builds rapport and develops relationships with varying levels of people
    • Exceptional customer service skills including the ability to negotiate
  • Proven leadership skills including motivating, coaching, and training
  • Ability to manage systems and processes; knowledge of lean principles an asset
  • Proficiency with MS Word/Excel, email, Internet, and keyboarding
  • Exposure to a centralized billing system; knowledge of Karmak preferred
  • Strong problem solving and decision making skills
  • Organized, sets priorities, meets priorities
  • Numbers oriented and shows attention to detail
  • Creates and drives change
  • Mechanical aptitude an asset
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