Position Overview Aon Hewitt has announced BCAA as a 2018 Canadian Gold Level Best Employer If you are looking for an empowering and progressive place to build your career, then you’ve landed in the right place at BCAA.
With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province.
Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.
What is the job? BCAA's Nanaimo Auto Service Centre location is hiring for a Service Manager. Driving success in the areas of member / customer satisfaction, profitability, and team engagement and development, the Service Manager oversees Technician productivity and Service Advisor performance.
The Service Manager needs to be customer focused, a strong team builder, team member coach and ultimately responsible for the continuous improvement of their operating location.
The Service Manager leads the drive to fulfill BCAA’s Auto Service vision; to be the most trusted organization in BC, absolutely famous for doing the right thing What is the status?
Regular Full-Time What are the hours of work? 40 hour work week Key Responsibilities Include What will you be doing? Overall :
Oversee performance and operations to maintain a high level of member / customer satisfaction and sales
Accountable and responsible for the Automotive Service Centre location and its employees
Regularly report on location performance to Senior Management
Responsible for the overall Location experience for Members, as measured by Member experience scores (net promoter score, Voice-
of-the-Member), and including :
Proactively managing workflow and daily operations to optimize the Member experience
Leading with a one-team approach across all Member-facing channels to provide a seamless Member experience during all types of Member interactions
Communicating and reinforcing Member experience standards and expectations to team members
Handling of Member queries and escalations
Assisting Members, as needed
Hire, train, develop, coach and performance manage team members to ensure the team has sufficient skills and experience to meet objectives
Conduct regular performance reviews of all team members.
Ensure BCAA People and Development best practices, documentation and procedures are followed.
Maintain a weekly work schedule for all team members.
Manage Technician productivity on an ongoing basis.
Manage Service Advisor performance through regular evaluating and coaching.
Work with Senior Management to determine and maintain proper staffing levels.
Ensure all team members comply with policies and procedures at all times.
Execute and be accountable for the location’s operating plan to achieve the monthly and annual sales forecasts.
Maintain consistently high customer satisfaction scores (NPS / CSI)
Achieve and continuously improve the location KPIs outlined by BCAA
Regularly audit work orders to ensure appropriate process is followed
Assign repair work orders to the appropriate technician based on technician skill level
Approve monthly parts statements, maintain proper stock of parts, and manage control of inventory
Maintain professional working relationships with suppliers and team members.
Acts as the primary Safety Representative for the Auto Service Centre. Ensure that all equipment is in proper and safe working condition.
Maintain and enforce an overall safe work environment for all team members and in compliance with WorkSafe BC legislation and regulations.
Other duties as assigned.
What you bring to the role :
Education & Experience :
High School Diploma and / or College / University degree or diploma
Minimum five-seven (5-7) years of related experience within the automotive industry plus
Two (2) years of supervisory experience within the automotive field.
Combination of equivalent education and experience will be considered.
Physical Requirements :
Ability to lift 50lbs, bend, reach, walk and stand for long periods of time, and some bending / reaching
Other Skills :
Demonstrated Leadership skills including process improvement, people development and coaching
Proven track record of growing sales and leading a sales team
High degree of mechanical aptitude and / or knowledgeable in most facets of car repair
Demonstrated professionalism and a collaborative team approach
Ability to professionally represent the BCAA brand to all stakeholders
Proven interpersonal ability and communication skills with members / customers, team members, and suppliers
Highly motivated to provide leadership and direction to a professional team
Demonstrated ability to multitask in a fast paced environment and meet tight timelines
Ability to work varied hours including weekends
Proven analytical, problem solving, and decision making skills
Demonstrated strong computer skills including MS Office Suite (Word, Excel, Outlook)
Clean BC Driver License Class 5 or better
Local market expertise in Automotive Service
Experience with automotive DMS systems
Must successfully pass a background check, which may include a criminal, credit, and credential check.
Division CBU Job Status Regular Full Time (RFT) Location Name Nanaimo Location Name Nanaimo State / Province British Columbia BC Compensation & Benefits Overview
What BCAA offers you :
It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being one of AON Top 50 Employers in Canada 2018 and Top 50 Employers for Young People 2015.
Our team members get to make a difference in the lives of our Members and their communities every day.
We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
We enthusiastically support learning and advancement opportunities for our team members.
We are an equal opportunity employer that’s committed to accessible, inclusive employment.
We have an amazing Total Rewards Program which offers : Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.
We aspire to be one of the best places to work for those who value integrity, teamwork and community. Each of us will grow personally and professionally by doing engaging work with inspiring people.