Looking for a great opportunity to work in Canada’s largest Automotive Group? Join the Family today, the Dilawri Lifestyle is waiting for you!

Capilano Audi is currently looking to fill a position of a Service Manager.  

The role of the Service Manager is to support and drive the daily operations and profitability of the Service department.  Your primary objective is to drive all team members to productively promote the sale of labour and parts, ensure the highest quality of workmanship, and ensure high CSI and Service profitability through the effective execution of proven processes.  Being in a leadership role, you must aim to lead by example – your conduct should motivate results from your team members.  Your ability to maintain a good working relationship with all staff members and promote a positive atmosphere is critical to our success.

The scope of your position involves supervision of all facets of the department, and your purpose on a daily basis is outlined as follows:

To Customers – ensure timely reception from staff and timely check-in/check-out at drop off and pick up and assist as required to ensure a positive experience with their visit; ensure their comfort while waiting for repairs, extend personal service by performing the duties of Advisor as and when required; provide special attention to customers with comeback repairs and repeat/noise diagnosis complaints; represent the dealership in a professional, responsible, and polished manner that reflects our brand image even at times of disagreement.  Ensure high customer satisfaction which is measured as successful if Service CSI is above the Zone average and Google ratings are overall positive (> 4.3 out of 5 Stars).

To Service Advisors - supervise customer interaction, monitor telephone etiquette for effective communication and training purposes, monitor overall conduct to ensure that all procedures, processes, and company/brand values are being upheld, followed, and represented with high consistency; train and assist SA’s with their duties, time-management, selling skills, organization, and ensure that their inter-colleague behaviour is appropriate and respectful; assign monthly objectives that align with their collective contribution towards our department budgets and targets; ensure they are adequately equipped to look after customers and understand how to take ownership and provide excellence in customer service that builds customer trust and long-term loyalty as measured by their CSI scores and monthly sales performance; conduct performance management and development quarterly and ensure all annual certifications are completed; ensure loaner fleet is being properly administered, free of damages, clean, road-worthy, and efficiently allocated based on customer needs and vehicle availability; assist by ensuring charges for gas, parking tickets, toll routes, damages, etc. are collected by Coordinator in a timely manner and in full.

To Shop Foreman – collaborate to drive workshop production towards monthly, quarterly and annual objectives; support with ensuring high workshop quality, fixed first visit rate, and relevant responsibility in CSI; collaborate on performance management and development of Technicians; assist with comeback repairs, road-tests, noise diagnosis, and workshop quality control; provide support by addressing and resolving technician issues if Foreman is not available, ensuring workload is distributed primarily in the interest of meeting the customer’s needs and secondly in a fair manner amongst flat-rate technicians; assist with maintaining and training of health and safety procedures and inspections; ensure annual certification is completed.

To Technicians – assist with and lead training sessions on warranty guidelines and requirements, required documentation, accurate punch times, etc.; coordinate with Service Advisors and Warranty Administrator to ensure that Technician hours are booked in a timely manner; assist in monitoring work distribution to ensure efficiency and that specialized technicians receive jobs appropriate to skill level/designation; support Shop Foreman with authorization of warranty add-on repairs and with necessary disciplinary or corrective actions; participate in performance management and development quarterly; ensure annual certifications are completed.

To Warranty Administrator – assist with warranty claim assessment, coding, invoicing, correction and submission as required; assist with preparation of estimates and invoicing of repair lines when needed; review warranty credits, short-payments, denials and assist with appeal process where justified within the allowed time frame; perform the role of Warranty Administrator as required.

To Wash/Lot Attendants – monitor staff and perform quality control on exterior/interior clean-up prior to customer delivery, ensure health and safety procedures are being followed, and ensure working time is spent in the most productive and efficient manner allowable; delegate and assign tasks as needed to ensure overall cleanliness of dealership; coordinate overall dealership needs as required

To Service/Appointment Coordinators & Reception – assist in supervision of customer interactions to ensure greetings, telephone etiquette, appointment processes, and overall conduct adhere to outlined procedures and represent company/brand values appropriately; ensure loaner fleet is being properly administered, free of damages, clean, road-worthy, and efficiently allocated based on customer needs and vehicle availability; assist by ensuring charges for gas, parking tickets, toll routes, damages, etc. are collected by Coordinator in a timely manner and in full.

To Shuttle/Valet Drivers – supervise customer interaction to ensure greetings, telephone etiquette, and overall conduct adhere to outlined procedures and represent company/brand values appropriately; assist by monitoring efficiency of shuttle drives, productive use of down-time, and cleanliness, maintenance, and appearance of shuttle vehicle.

As Service Manager, you are also responsible for responding to and resolving customer complaints, Better Business Bureau cases, and CSI issues in a timely manner (within 48hrs); report daily/weekly operations to the General Manager, report customer complaints and positive feedback, health and safety concerns, employee issues, facility and departmental issues; support the New and Pre-Owned Sales departments in their monthly, quarterly, and annual objectives as they directly and positively contribute to the Service customer base; coordinate with Audi Canada and General Manager on any dealer goodwill decisions; create and propose service initiatives/campaigns/marketing that promote the sale of labour and parts on a monthly, quarterly, and annual basis; outline an annual business plan for growth that aligns with forecasts and budgets; evaluate and seek to refine and improve processes and effective policies on an ongoing basis; maintain housekeeping standards for entire Service department; supervise all Service department staff conduct with customers and colleagues and ensure dress code conforms to policy and brand image; perform positions of Service Advisor, Dispatcher, Shop Foreman, and Warranty Administrator as needed; collaborate on implementation and compliance of new policies/procedures; maintain liaison with Field After-Sales Manager and relevant manufacturer representatives.

Advantages of the Dilawri Lifestyle: 

• First hand mentoring from auto industry leaders
• Innovative, exciting work environment
• Employee discounts on vehicle purchases and leases
• Employee discounts on service and parts
• Career growth opportunities
• Competitive compensation
• Generous benefit package
• Exclusive Dilawri offers
• A true Family culture

Dilawri Group of Companies is Canada’s largest automotive group with 75 + franchised dealerships representing 35 + automotive brands throughout Quebec, Ontario, Saskatchewan, Alberta, and British Columbia and Washington D.C. Privately owned and operated by the Dilawri family since 1985, the company continues to expand its footprint in Canada, building on its history of excellence in the automotive industry. With more than 4,000 employees, Dilawri Group of Companies is proud to offer exceptional products and customer service in every dealership.

Dilawri Group of Companies is not only a leader in the automotive industry, it is also a leader in the communities it serves, having established The Dilawri Foundation in 2002. The Dilawri Foundation has contributed tens of millions of dollars throughout Canada supporting a variety of charitable causes.

Go to our website to see more about our company and the many reasons why you will want to work for us!

We do thank all applicants in advance, but only those selected for an interview will be contacted. Thank you for your interest.