NEXSTEP Management and Consultancy Service Inc Looking for Fixed Operations Manager at Vancouver, British Columbia, Canada Full Time

Functions:

· Customer Relations

· Leadership, Training, and Development

· Sales/Marketing

· Operations

· Interdepartmental Relations

· Profit Management

· Warranty Administration

· Exceeding Service Standards

Competencies:

· Analysis and Problem Solving

· Customer Enthusiasm

· Decisiveness

· Delegating and Empowering

· Initiative

· Judgement

· Motivation and Coaching

· Organizing and Planning

· Strategic Leadership

· Team Building

· Versatility

· Communication

Reports to:

· Dealer

· General Manager

Management/Business Skills Required:

· Ability to establish and maintain good relationships with customers and to exceed their expectations

· Ability to answer customers’ technical questions regarding vehicle problems, warranties, services, & repairs

· Ability to develop job descriptions and to hire and train the Fixed Operations team

· Ability to develop and maintain a good relationship with the manufacturer

· Knowledge of automotive systems in general

· Ability to review and revise customer service orders and inspect the quality of technicians’ repairs

· Knowledge of new models and product improvements, based on technical service bulletins, etc.

· Knowledge of warranty guidelines and ability to relate them to warranty service orders

· Ability to develop and follow action plans to ensure Fixed Operations profitability

· Ability to conduct trend analyses to analyze technicians for productivity

· Leadership skills, including coaching, organizing and planning, interpersonal sensitivity, and training

· Ability to coach and train Service, Parts and Body Shop team members

Work Orientation Factors

· Much customer contact

· Frequent deadlines (scheduled and unscheduled tasks)

· Much paperwork

· Much contact with people in all dealership departments

· Long hours

· Moderate amount of computer work

Position Summary

The Fixed Operations Manager:

· Seeks to prevent and resolve customer vehicle problems by emphasizing to customers the importance of consistent, regular vehicle maintenance.

· Takes a proactive interest in the training and development of the Fixed Operations team.

· Always monitors work flow in the dealership and minimizes disruptions by developing the backup abilities of the team to compensate for illnesses, vacations, and turnover.

· Administers warranty claims, including reviewing warranty policy adjustments, understanding and applying warranty guidelines, ensuring correct processing of claims, and communicating warranty information and clarifications to customers.

· Reviews the previous month’s sales/profit performance in cooperation with the Parts, Body Shop and Sales Managers to determine where improvements can be made.

· Reviews and revises customer service orders, assists in diagnosing vehicle problems, and ensures that parts are either available or on special order by maintaining up-to-date knowledge of products and services within the dealership.

What the Worker is Like?

The Fixed Operations Manager:

· Has a major responsibility to customers of the dealership.

· Is promoted internally from senior Service Consultant, Service Manager, Parts Manager or Body Shop Manager, or might come from smaller retail service outlets.

· Must exemplify excellence and must motivate the department to take pride in promoting customer enthusiasm.

· Depends on his or her ability to successfully coordinate with other departments in forecasting, reviewing, and revising business plans.

· Must be capable of paying close attention to administrative details, such as reviewing work orders, to ensure that all actions have been documented according to dealership policies and procedures.

· Must be capable of working independently, effectively managing his or her time and work flow.

What the Work is Like?

The work of the Fixed Operations Manager:

· Entails being responsive to customers.

· Requires effectively handling unique customer situations on a daily basis.

· Involves analyzing team needs and monitoring the performance of Service Consultants and Technicians, Parts Counter people and Body Shop Consultants.

· Must reflect knowledge of all areas of automotive systems.

· Involves considerable interaction with the Parts Department to develop promotions and ensure profitability.

· Must reflect thorough research of competitors’ service and repair price structures when determining the dealership’s service and repair prices.

· Involves contact with similar managers in other dealerships.

· Includes attendance at district meetings and close reviews of technical bulletins and Dealer surveys to ensure up-to-date information.