Executive Assistant to the VP Service

Winnipeg, MB
Job Type:
Full Time
Close Date:
Professional Areas:

Position Summary


Provides administrative and continuous improvement expertise to Maxim Retail Service Departments in order to control expenses and improve external / internal customer satisfaction. 




  1. 41 % - Administers the annual Competitor Door Rate Survey by calling approx 25 competitors, collects information, determines door rates, negotiates with warranty suppliers, and updates all accounts.  Submits VP approved change requests to International.  Also completes Technician Wage Survey annually.


Performance Coaching Standards

  • Begins survey by mid February and submits changes by mid-March.
  • Survey information presented complete and accurate


  1. 20 % - Acts as lead for the Improved Customer and Employment Experience (ICEE) ongoing project, which includes:
  • books and facilitates weekly meetings,
  • documents and follows-up on action items
  • creates and maintains work flow charts
  • attends daily stand up meetings
  • monitors and coaches staff on process flow changes
  • reports to ICEE team on sustainability
  • trains and coaches other internal ICEE staff dept leans
  • daily track Service statistics and weekly audits processes


Performance Coaching Standards

  • Keeps team members on point during meetings
  • ICEE records are accurate and up-to-date
  • Clearly communicates process changes to staff
  • Identifies root causes for non-compliance through audits
  • Works closely with external Lean Champion expert
  • Generation of work instructions, SOP’s, and documenting action items and ownership
  • Preparation of weekly stats to Branch 1 managers


  1. 12 % - Requests and reviews various monthly reports from the Retail Service branches in order to identify activities that fall outside the standard range of performance.   Compiles summary of variance for VP of Service.  Reports include: financials, WIP adjustments, Diamond Club, open Repair Order count, technician productivity, Service Performance Statements, COD reports and technician overtime, and Standard Diamond Report Card


Performance Coaching Standards

  • Reports are accurate and processed on a  timely basis
  • Activities that fall outside the standards of performance are accurately identified


  1. 10 % - Assists the Service Managers with setting up and monitoring the Learning Management System (LMS) technician training schedule.   Monitors, coaches, and follow-ups with Service Managers to ensure LMS training schedule is on track for all technicians and complies with International training standards.


Performance Coaching Standards

  • Reviews LMS training schedule monthly with Service Managers
  • Informs VP on variances from the plan.


  1. 7 % - Coordinates yearly budget preparation for retail Service Depts., which includes sending template, receiving draft budget, analyzing data, reviewing for numbers that fall outside standards, and coaching for changes all with Service Managers.  Sends budget to VP of Service for review and follows up as requested.  Returns final VP approved budget to Service Managers.  Maintenance of Workshare agreements with Service Canada, prepares and submits weekly utilization reports


Performance Coaching Standards

  • Begins budget preparation in February each year
  • Completes budgets accurately to mutually agreed to deadlines
  • Inaccurate or unusual information is questioned


  1. 5 % - Acts as the System Administrator for International Service Information Solutions (ISIS). This includes monitoring, reviewing for any recalls or Authorized Field Changes (AFCs);  creating and issuing log in access codes (DYY #) for all service and sales staff; upgrading access based on training and inactivating codes when staff leave Maxim; & contacting and rectifying problems with the International help desk


Performance Coaching Standards

  • Creates and issues DYY#’s only as notified by payroll and verified by manager.
  • Creates repair types codes for AFC and recalls upon advisement by International
  • Sales and service staff receive codes same day and gain system access with no problems.
  • Staff no longer employed by Maxim do not access the system


  1. 5 % - Other:  1) Maintains contact list and assigns access codes for the Alarm system at Branch One.  Reviews invoices for errors for all branches. 2) Assists external consultant with final submission of foreign recruitment immigration process – i.e. Provincial Nominee Program (PNP) and Permanent Residence (PR). 3) Quarterly, requests all retail Service Managers to review Customer Override (preferred customers) rate, analyzes data, submits changes to VP, returns changes to Service Managers, and inputs into Karmak


Performance Coaching Standards

  • Completes yearly review of contact list and sends updates as required to Alarm Company
  • Code access complains from vendor, police and staff occur rarely.
  • Only authorized staff receive codes (as requested by manager)
  • Invoice errors are identified prior to payment.
  • Complies PNP or PR paperwork accurately, couriers to Immigration within established deadline, retains copy on file in confidence
  • Conducts survey beginning of each fiscal quarter and submit recommended changes within one week.


  1. Other duties as assigned


*retail branches include: Calgary, Edmonton, Regina, Prince Albert, Winnipeg (branches 1, 4, 6, K, P), Brandon, and Saskatoon Mobile (branch S)


Minimum Qualifications


Education & Experience:

  • Minimum 2 years of a Business Administration degree/diploma
  • Minimum 5 years of a Senior Administrative position in order to understand office procedures, reporting, budget preparation, and effective communication.
  • 3 years facilitation experience with Lean manufacturing/continuous processes and change management




  • Proficient in MS Office with ability to learn in-house system
  • Organized, sets priorities, meets deadlines
  • Detail-oriented, accurate, analytical
  • Has a sense of urgency/action-oriented
  • Articulate, engaging, confident
  • Ability to work with interruptions


Asset or Preferred

  • Multi-branch experience in a related industry an asset


Interested candidates can apply below: