ILR Service Manager

The salary range for this position is $92,000 -$115,000 per year
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The Service Manager – Inland Lease & Rental will be responsible for running a cost-effective Preventative Maintenance and Repair program through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records.

• Designs, implements and maintains a comprehensive Preventative Maintenance program.
• Forecasts goals and objectives for the department and strives to meet them.
• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
• Prepares and administers an annual operating budget for the Lease & Rental fleet.
• Maintains open communications and good relationships with other department personnel – Service, Parts, Body Shop, Sales, Administration, and Credit. Strives for harmony and teamwork within the department and with all other departments.
• Maintains reporting systems required by general management.
• Develops and implements a customer retention plan.
• Understands, keeps abreast of, and complies with federal, provincial/state, and local regulations that affect vehicle operations.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Ensures that all warranty and policy support opportunities are maximized.
• Accounts for all documents; ensures that none are missing and all are processed correctly
• Reviews and approves all repair orders before payment process, monitoring for repair costs relative to expectations
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic checks of completed jobs for thoroughness and quality.
• Ensures that customers’ service files are up-to-date and readily available for reference.
• Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
• Prepares pricing guides and maintenance menus for contract maintenance opportunities.
• Handles customer complaints immediately and according to dealership's guidelines.
• Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
• Is available for after-hours emergency roadside calls.
• Ensures that established purchase order process is followed and adhered to
• Through purchase order process, informs repair facilities of time allowances on each repair order.
• Ensures the safety of all employees by:
• Enforcing safety requirements, including but not limited to the use of personal protective equipment where required, orientations for young & new workers, and ensuring that WHMIS and TDG training is provided.
• Becoming familiar with and complying with the company’s Health & Safety Manual.
• Maintains the company’s service vehicles by:
• Ensuring that the vehicles are in good, safe running order;
• Ensuring that regular maintenance service is performed on the vehicles and that maintenance records are kept

• Hiring, training, motivating, counseling and monitoring the performance of all service department staff by:
• Ensuring every employee has a thorough understanding of his or her duties and responsibilities;
• Facilitating and/or conducting technical training and sending employees to appropriate training schools as needed;
• Establishing and maintaining good working relationships with vocational and technical schools to enhance personnel recruitment activities;
• Providing programs to ensure the rise in productivity of each employee benefiting both the company and the individual;
• Leading by example and displaying professional and ethical conduct at all times;
• Holding weekly…