Job Description

Position: Assistant Service ManagerPosition Type: Fulltime PermanentLocation: Surrey, BC.Work Schedule: Monday to FridayPosition OverviewFirst Truck Centre, doing business as Velocity Truck Centres, has an exciting opening for an Assistant Service Manager in our Surrey, BC dealership. The Assistant Service Manager assumes the role of Service Manager in the absence of Service Manager from the location. The Assistant Service Manager is responsible for assisting the Service Manager in the day-to-day operations of the service department including preparing and meeting the department\'s annual budget, reviewing department budget daily, analyzing variances, maintaining excellent customer relations, and visiting customers.Compensation Plan

• Attractive Compensation: Competitive base Salary (D.O.E)
• Work-Life Balance: Generous accrued vacation time.
• Financial Security: Plan for the future with employer RRSP matching
• Comprehensive Benefits: Company-paid extended health coverage that includes medical, dental, and vision coverage, basic life insurance, disability, and wellness programs.
• Career Development: Employer-paid technical training as required.

Principal ResponsibilitiesLeadership

• Supports the Service Manager in leading, training, mentoring and coaching service department staff to ensure success in the performance of their duties. This includes providing technical support (i.e., parts reuse, diagnosis, road test and failure analysis).
• Assists in scheduling and staffing needs specific to support staff roles.
• Effectively communicates job expectations to the service team.
• Participates in frequent team huddles to ensure strong communication within department.
• Identifies and escalates trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction to the Service Manager.
• Contributes to the delivery of targets by participating in individual recognition and providing input pertaining to performance reviews, people management and rewards.
• Participates in the recruitment and selection process of talent.
• Completes write up documentation and meet with personnel per CBA & HR requirements.
• Authorizes daily time entry for service department staff as required.
• Models desired behaviors, contributes to and promotes a safe and 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

• Assists with ensuring that all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit, profit margins, and expense controls (average days old, average days to close, throughput, Medallia scores, Elite support, service SOPs, and OT) are met or exceeded.
• Creates and implements customer growth plans.
• Authorizes policy discounts on customer goodwill satisfaction opportunities.
• Manages and works with central ops on all service schedules (sublets, cash, warranty, pinnacle), resolves disputes and chargebacks effectively.
• Manages reports related to service process, performance metrics, and customer satisfaction.
• Studies trends to determine how to increase profitability of department.
• Makes warranty decisions as required.

Customer Experience

• Advances any unresolved diagnosis to Service Manager.
• Maintains a focus on developing, maintaining, and improving customer relations.
• 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.
• Meets with customers on a regular basis to improve and maintain strong relationships.

Other

• Supervises the use and maintenance of all shop tools, supplies and equipment.
• Ensures all customer facing work area cleanliness.
• Maintains technical and professional knowledge by reviewing professional publications and establishing personal networks.
• Performs the function of Service Manager in their absence.

Required Qualifications

• 3 or more years\' experience in service department of trucking industry or equivalent internal experience.
• Minimum 5 years of experience as a service technician or comparable position in the dealership/trucking industry
• Proven experience in leading others coupled with exceptional team building skills.
• Strong verbal and written communication skills.
• Possesses analytical skills to evaluate data, understands and supports operational decisions and assists in solving difficult problems with effective solutions using logic and methods.
• Possesses understanding of business principles, and good 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.
• Experience working in a unionized environment.
• Training in Business Management or a related field.

About usFirst Truck Centre, doing business as Velocity Truck Centres, aims to provide unparalleled support by offering various sales, vehicle maintenance, parts, collision, and financing services to the industry. We believe in living our values, serving our customers and employees through our brand pillars - Speed, Value, Trust. Velocity Truck Centres is growing in Alberta in British Columbia now with 18 branches. We also have over 100 branches globally spanning the USA, Mexico, and Australia. We value career growth and are looking for like-minded individuals to join our team.For more information about everything First Truck, please visit us at firsttruck.caWe are an equal opportunity employer.#HP01Job Posted by ApplicantPro

Velocity Truck Centres Canada