Service Manager, Automotive
BCAA
Nanaimo, Canada
5d ago

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
  • Member Experience

    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
  • Team Management

  • 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.
  • KPI Tracking

  • 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
  • Operations :

  • 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.
  • Minimum Qualifications

    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
  • Preferred Skills

  • Local market expertise in Automotive Service
  • Experience with automotive DMS systems
  • Background Check

  • 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.

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