Service Manager - St Laurent

VinFast Recruitment•Montreal, QC

46d

About The Position

As the Service Manager, you will be responsible for managing your Service Centre team, ensuring that an exceptional client experience is delivered to VinFast customers during ownership. Your expertise will be relied upon to manage all aspects of the service department, in order to successfully achieve customer satisfaction, revenue, and profitability objectives.

Requirements

A minimum of 5 years of service management experience as an automotive Service Manager, or Assistant Service Manager, with a proven track record in customer satisfaction
College Diploma or Trade School Certificate in Automotive Studies, or equivalent
Proficiency in business productivity tools and software (MS Office suite, CRM applications/Salesforce & SAP experience preferred)
Leadership experience, inclusive of coaching teams, implementing process, and goal setting
Possess sound automotive technical background with a strong knowledge of EV, technical/mechanical repairs
Strong interpersonal skills, with excellent written and oral communication skills
Ability to handle and resolve customer issues or concerns promptly and professionally
Valid Driver’s License, clean driver’s abstract/record
Detail oriented, highly organized, and able to multi-task effectively in a fast-paced environment
Can-do mindset with high energy and strong work ethic
Creative problem solver; not afraid to think outside the box, always with customer experience in-mind
Exercises sound judgment
Flexible and adaptable; able to deal well with modifications and changes to operations
Passion for excellence and contributing to the success of the business
Innate curiosity and willingness for continuous learning, flexible to changing priorities, and a desire to create positive memorable experiences for our potential, as well as existing clients
Proficiency in business productivity tools and software (MS office suite, Salesforce, CRM applications)
Ability to work evening hours, weekends and holidays

Nice To Haves

Automotive experience not required, but a plus

Responsibilities

Lead a successful Service Centre team comprised of Service Advisors and Technicians, from recruitment, through to management, motivation, development, and retention
Implement corporate processes and standards to ensure customer satisfaction and efficient operations
Manage utilization of mobility solutions
Manage relationships with collision repair network facilities
Instill VinFast loyalty by ensuring an exceptional experience for all customers
Handle and resolve escalated customer complaints
Liaise with VinFast team members from various departments across showroom and corporate head office
Actively manage and improve on all measured performance indicators, including gross sales, profitability, loyalty, CSI
Prepare, administer and adhere to annual operating budgets
Maintain highest possible standards of workmanship and safety
Keep up to date in training by completing all VinFast and any relevant trade-related training and ensure the same for all staff
Oversee administration of warranty claims in compliance with policies and procedures
Execute service, promotional campaigns
Ensures the proper care, storage and inventory of company-owned automotive tools and shop equipment, inclusive of required inspections, certifications
Monitor, maintain and ensure proper charging equipment operation
Ensures that facility, work areas and customer-facing areas are kept clean and well-maintained, at all times
Other duties as assigned