About Otto’s
At Otto’s Ottawa, we pride ourselves on delivering premium automotive experiences across our award-winning dealerships. With a legacy of excellence in customer service, community involvement, and employee development, Otto’s is committed to being an employer of choice in the automotive industry.
Summary Job Description
Ensures the department provides the best possible service to the customers and achieves agreed profits and retention levels. The Assistant Service Manager assists in organizing, directing and controlling the activities of the service department staff to achieve plans and budgets ensuring optimum use of all material, financial and personnel resources. Reports to Service Manager.
Responsibilities
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Conduct weekly evaluation of service sales performance of metro/ non-metro performance, labour and parts sales per vehicle, workshop efficiency, etc.;
- Ensure proper controls in workshop lead times (spreading of bookings), including hours available and hours sold;
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Ensure continuous checking of workshop repair quality; regular documented checks of 15% of all work completed above the normal quality and final checks carried out for each repair;
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Responsible for the follow-up and tracking of open Work Orders and ensure invoicing is up-to-date;
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Responsible for review of SOP biweekly and ensure customers are contacted for booking;
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Document comeback analyses, repeat repairs identified; time analysis of work done by technicians, and formulate action plans for training;
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Regularly check workshop organization of shop tools and floor cleanliness;
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Conduct documented daily analysis of why vehicles stay overnight (Carry over Analysis);
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Maintain and enforce company policies and procedures relating to the workshop;
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Chair and attend weekly technician meeting, to include Parts department monthly;
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Regularly review Aftersales performance in local market area; document proof of comparison and analysis for performance against potential, profitability, etc., including examination of competitor's performance where available;
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Regularly shop and document the local market service labour rate in comparison to retailer profit targets;
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Regularly shop and conduct quality checks of subcontractors. Document price comparisons and discrepancies in quality of work;
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Provide assistance to Warranty Administration during audits;
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Ensure Service department follows accounting directives of checking credit status of account customers before conducting work; all cash invoices are paid before the release of goods/vehicle;
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Responsible for maximizing average hours per work order by ensuring all customers are correctly qualified, vehicle walk-arounds conducted and identifying maintenance or repairs from previous visits.
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Ensure prevention and needed repairs are discussed and noted on invoice and in Reynolds;
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Daily monitor of CSI Program results; to be analyzed for potential problems, documented review with employees, and additional training opportunities identified to ensure client satisfaction and achievement of CSI benchmark;
- Responsible for personal introduction and/or full briefing of service department facilities is given to all new customers for all new and pre-owned car sales. Coordinate with Sales department;
- Ensure procedures of additional work is recorded, authorized and that vehicle status is communicated at least once a day;
- identify training opportunities for department staff to support maximizing customer service and average hours sales per work order;
- identify and coordinate warranty rust repairs with Body Shop;
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Responsible for the coordination all vehicle transport between dealership and body shop;
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Ensure all customer needs are addressed including lifestyle and promotion of accessories; include point of sale material is up-to-date and displayed;
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Adheres to all Federal, Provincial, Municipal, Manufacturer and Company policies, directives and procedures;
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Perform all other related tasks.
Details
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Posting for an existing job vacancy
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Competitive pay structure starting from $75,000 annually including bonuses.
Skills
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Strong product knowledge.
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Excellent time management skills.
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Excellent customer service skills.
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Effective written communication skills.
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Excellent interpersonal skills with an engaging and upbeat attitude.
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Excellent verbal communication.
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Organized and an attention to detail with the ability to document customer needs.
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Ability to work in a team environment to achieve common goals.
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Strong people management and leadership skills, be motivational, supportive, assertive and decisive.
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Flexible and open to change; take on special tasks as needed.
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Ability to manage customer complaints and to solve difficult problems.
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Results-oriented and accountable.
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Able to operate manual and automatic transmissions.
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Intermediate computer skills and working with Microsoft Office
Education & Experience
- College certificate or University degree in Automotive Studies, Business Management, Operations Management, or equivalent.
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Minimum five (5) years of automotive experience in Service, Parts or Fixed Operations.
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Strong technical knowledge.
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Dealership experience preferred.
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Knowledge and understanding of the overall functioning of the Service department and day-to-day operations of the Service department.
Why Join Otto’s?
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Competitive salary and annual bonus opportunities
- Comprehensive health, dental, vision benefits and life insurance
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RRSP match after two years of employment
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Vehicle purchase, service, and parts discounts
- Ongoing professional development support
- Be part of an integrity-first, well respected, family-owned company that places high value on its team and the communities it serves.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment. If you are in alignment with our values of integrity, transparency, professionalism and teamwork- now might be the time for you to accelerate your career as part of the best company in automotive retail. Apply today.
