Area Parts & Service Manager/Directeur de Territoire Pièces et Service - Quebec

Toyota Motor Corporation•Quebec, QC

3d•CA$89,100 - CA$117,000•Hybrid

About The Position

Toyota Canada Inc. (TCI) currently has an exciting opportunity for an automotive enthusiast to support our Quebec Zone. This is a permanent, full-time opportunity and will report to the Manager, Parts and Service. The selected candidate will communicate, process, information and policies between TCI and various dealers and suppliers.

Requirements

University/College degree/diploma in business or an automotive related discipline or equivalent work experience.
Six years’ experience in retail automotive service operations with at least 3 years at a managerial level would be an asset.
Related experience at the automotive wholesale level will also be considered.
At least 2 years of which should be in a Service Operations role (SPD) and at least two years of experience either in a parts-related role (PDC, Parts Supply, Parts Administration) or a Parts & Service marketing role.
Strong leadership, relationship-building and negotiation abilities.
Self-starter with excellent organizational and time management abilities.
Strong analytical and problem-solving skills.
Strong presentation skills including the ability to influence large groups of people.
Excellent oral and written communication skills both French and English.
Excellent Microsoft computer skills specifically with Excel.
Proven ability to initiate & improve work processes to increase efficiencies.
Bilingualism (French and English) is essential.
English is required to interact frequently and daily with non-French speaking internal business partners, from head office in Toronto or other English-speaking regional offices. Communication with them is essential and critical in conducting normal business.

Responsibilities

Dealership Fixed Operations Development: Analyze, plan and assist Dealer management staff in Parts and Service based on needs and priority, including operational analysis, staffing, and staff capability.
Follow up to ensure dealers have implemented and maintain key programs, including Toyota Service Marketing (TSM) and Total Quality Management (TQM).
Liaise between the P.D.C and the dealerships on policy issues that require clarification.
Dealership Accessories Sale: Monitor objectives and achievement, assist dealers in developing marketing plans for high visibility of accessories, and help design pay plans, processes, product visibility, and training to maximize accessory sales.
Marketing: Assist dealers in developing and maintaining an effective after-sales marketing strategy that complements National and Zone marketing initiatives. This includes U.I.O. analysis, effective use of marketing and merchandising programs, event marketing (service clinics, second delivery nights), ensuring customer follow-up and retention systems are in place, maximizing dealer CO-OP utilization, and managing the claim authorization process.
Warranty and ECP: Monitor dealer receivables to ensure claim administration is current. Administer warranty labor rate applications to ensure reimbursement rates are current. Enlist the assistance of and support the Field Warranty consultant to address claim administration problems and training needs. Encourage the sale of ECP as a customer satisfaction and retention tool.
Customer Satisfaction: Identify Customer Satisfaction issues resulting from Dealer Process, policies, facility, and staffing. Enlist the assistance of and support the Field Customer Relations Consultant in addressing these issues. Represent TCI for Quebec Small Claims Court.
Dealer Image: Monitor housekeeping activities and the use of corporate image materials during regular dealer contacts. Ensure after-sales facilities and personnel portray a professional image as identified by the Dealer Image and Operating Standards.
Technical Support: Ensure dealerships attend technical training and meet the TECSMART training standard. Ensure TCI/dealership training records are accurate. Encourage the regular submission of technical reports (flash product reports). Enlist the assistance of and support the Field Technical consultant to ensure dealer service equipment and overall dealer technical capability meet TCI standards.
Other duties as requested or required.