Description
ASSISTANT DEPARTMENT MANAGER
Job Summary
The Assistant After-Sales Service Manager contributes to the day-to-day management of the department. He or she ensures an exceptional customer experience, optimizes workshop operations, and supports the team in achieving customer satisfaction, productivity, and profitability goals.
Key Responsibilities
- Assist the Service Manager in the day-to-day management of the department’s operations.
- Supervise, mentor, and motivate service advisors, technicians, service attendants, and other members of the service team.
- Ensure that appointments run smoothly, from the creation of repair orders to the delivery of the vehicle.
- Ensure the quality of service provided and compliance with dealership and General Motors standards.
- Greet customers as needed, understand their needs, and intervene in situations requiring special attention or problem resolution.
- Follow up on complaints and ensure prompt and professional resolution of customer dissatisfaction.
- Monitor the workshop’s productivity and efficiency to optimize billable and available hours.
- Track work in progress, repair deadlines, and vehicles awaiting service.
- Collaborate with the parts department to ensure the availability of parts needed for repairs.
- Verify the quality Oversee repairs and ensure that vehicles are ready for delivery on schedule.
- Help monitor the department’s performance metrics: customer satisfaction, productivity, efficiency, billable hours, service sales, and profitability.
- Ensure compliance with administrative procedures, internal policies, and health and safety standards.
- Participate in training, onboarding, and professional development for new employees.
- Organize schedules and help manage resources based on workshop workload and needs.
- Lead follow-up meetings with team members and clearly communicate objectives and expectations.
- Participate in the recruitment and evaluation of new employees, as needed
- Collaborate with the sales, parts, and body shop departments to ensure optimal coordination of operations.
- Maintain a professional, safe, and collaborative work environment.
- Identify areas for process improvement and propose solutions to increase the department’s efficiency and profitability.
- Act as interim head of the after-sales service department in the manager’s absence and make the decisions necessary for the department’s smooth operation.
Job Objectives:
- Maximize customer satisfaction and loyalty.
- Maintain a high level of productivity and efficiency within the workshop.
- Achieve the department’s sales and profitability targets.
- Build a high-performing, committed, and customer-focused team.
- Ensure effective communication among customers, advisors, technicians, and the dealership’s various departments.
- Actively contribute to the continuous improvement of service operations.
Desired Skills:
- Leadership and the ability to motivate a team.
- Excellent communication and customer service skills.
- Strong organizational skills and the ability to manage multiple priorities simultaneously.
- Team spirit and professionalism.
- Ability to make decisions quickly and effectively.
- Focus on results and customer satisfaction.
- Good understanding of how an auto repair shop operates.
- Ability to handle difficult situations and resolve problems diplomatically.
- Proficiency with computer tools and management systems used in dealerships.
Desired Profile:
- Relevant experience in the automotive industry, particularly in workshop management or as a senior technical advisor, is a major asset. The candidate must demonstrate leadership, attention to detail, an excellent sense of customer service, and a strong ability to adapt to a dynamic environment.
- Knowledge of Serti is a plus.
Salary: starting at $80,000, depending on experience.
