About this role
*Lexus of Windsor is looking for an experienced Service Manager to lead our Service Department and keep our dealership running at its best.* Reporting directly to the General Manager, you will oversee day-to-day operations, guide and support our service team, and ensure our customers receive top-quality service. If you thrive on building a strong team culture, driving shop efficiency, and taking ownership of department performance, this is a great opportunity to make a real impact.
Compensation Information
- Base Salary: $60,000 ? $80,000 per year
- Additional Compensation: Performance-based bonus
- Total Target Compensation: $130,000 ? $150,000 on target earnings (OTE)
Job Duties
- Forecast goals and objectives for the department and strive to meet them.
- Hire, train, motivate, and monitor the performance of the service team.
- Work within the annual operating budget for the service department.
- Maintain reporting systems required by general management and the manufacturer.
- Attend managers? meetings and hold weekly department meetings.
- Implement strategies to achieve financial targets, enhance customer service, and improve retention.
- Conduct performance evaluations and provide ongoing feedback.
- Schedule shifts and ensure adequate staffing in the service department.
- Oversee daily operations of the service department, ensuring high-quality repairs and minimizing comebacks (including periodic spot checks of completed jobs).
- Ensure compliance with company policies, safety regulations, industry standards, and government Health & Safety legislation.
- Strive for harmony, teamwork, and professional employee development across all departments.
- Understand and ensure compliance with manufacturer warranty policy and procedures.
- Manage customer complaints immediately and according to dealership guidelines.
- Review warranty policies with the Warranty Administrator, ensure correct claim processing, communicate guidelines to customers, and reconcile warranty schedules weekly to ensure receivables are current within 30 days.
- Develop dealership service and parts pricing plans and make recommendations to the Fixed Operations Manager or General Manager.
- Work with Parts and Fixed Operations managers to improve overall dealership profitability and ensure prior-day preparation is completed daily (parts ordering, special requests, off-make vehicle availability).
- Ensure staff attend all head-office training sessions, and stay updated on industry trends, new equipment, tools, and best practices.
- Establish and maintain good working relationships with vocational/technical schools for recruitment.
- Maintain neat, organized, and stocked customer lounge display areas (if applicable).
- Serve as a liaison with factory representatives.
- Perform continuous process improvements (Kaizen) and other duties as assigned.
Reporting Responsibilities
- Send daily fixed ops reports to the GM and Executive team.
- Track and issue daily exception reports for any discrepancies.
- Perform daily spot checks of prior-day preparation.
- Track daily shop hours based on the Capacity Calculator, including Daily Carryovers.
- Manage daily shop hours and Advisor Capacities through Xtime.
- Review all work-in-process and monitor aging repair orders.
- Maintain the fixed RP MPS (maintenance pricing schedule).
- Ensure technicians and advisors hit their Xtime KPIs and Service Department budget objectives.
- Ensure the Customer Satisfaction Index (CSI) remains above national and regional averages, conducting at least one quality team meeting per month.
- Collaborate with the Fixed Operations Management Team to establish monthly marketing plans for the GM, VP, and Blackrock Marketing, as well as update websites.
Expectations
- Collaborate with the corporate team and bring forth new ideas and suggestions.
- Complete additional training as needed.
- Always conduct yourself in a professional manner and maintain a professional appearance. *