Chef de service de district - Garantie Montréal / District Service Manager - Warranty Montreal

General Motors • Quebec, QC

2d • CA$76,100 - CA$114,300 • Remote

About The Position

The District Service Manager primary responsibility is to improve customer retention through implementing sound processes in Customer satisfaction via Warranty administration, Goodwill/Policy spend, Field Action completion, and training. A critical aspect of this position is to have regular face to face Dealership contacts. The District Service Manager will work with their Dealers & key managers to ensure Service Polices & Procedures are met while improving customer experience, serving as a key liaison between GMCC, our Dealer Network and our Customers.

Requirements

• Strong communication and leadership capabilities
• Bilingual (Oral and written)
• Superior analytical abilities combined with great decision-making skills
• Ability to work independently and in cross-functional team environments
• Valid Driver's License
• Willingness to travel
• Baccalaureate degree, preferably in commerce or marketing

Responsibilities

• Develop and execute a business plan to achieve district Warranty Waste Objectives
• Manage effective use of Courtesy Transportation program
• Support and ensure district utilization of GMCC Warranty Waste Elimination
• Ensure Dealers have a comeback log/process to address repeat repairs
• Ensure dealers follow Service Policy & Procedures
• Leverage Customer Satisfaction Indices to ensure customer vehicles are fixed right the first time and customer experience targets measures are being met
• Ensure all dealers have an effective customer handling process in place
• Develop and execute a business plan to achieve district Customer Participation Amount (CPA) of Goodwill.
• Assist dealers with elevating customer cases to TAC or Field Service Engineering
• Meet on occasion with end customers to resolve issues
• Ensure dealers have process that ensures all vehicles are safely delivered – all FA are closed prior to Vehicle Delivery in Order workbench
• Support corporate audit process, including participation in closing meetings as required by Regional management and implement corrective action to correct deficiencies
• Ensure dealer compliance with GMCC Service Policies and Procedures
• Support Executive Review Team with legal cases.
• Encourage dealer’s Empowerment remains current
• Administer regular warranty labour rate reviews
• Complete WLR verification process for Dealers within time requirements
• Ensure Minimum Training Standards (MTS) are met by all Dealers to support WLR 3.0 factor
• Host and present at regular District Business/Performance Meetings
• Support Cross functional and special initiatives as required

Benefits

• Paid time off including vacation days, holidays, and supplemental benefits for pregnancy, parental and adoption leave.
• Healthcare, dental and vision benefits including health care spending account and wellness incentive.
• Life insurance plans to cover you and your family.
• Company and matching contributions to a Defined Contribution Pension plan to help you save for retirement.
• GM Vehicle Purchase Plan for you, your family, and friends.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level