Service & Facilities Manager - Jobs in Salmon Arm, BC

Job Description

Are you a self-starter with experience managing a high-performing service team Are you looking for an organization whose leaders give you the control to develop strategies to grow your department and maximize your earningsIf you live in the Shuswap or are looking to relocate and want to find a role where you can display your leadership skills while working with a fantastic team, we want to hear from you!Award Winning Employer of Choice by Boating Industry Canada, Gibbons Motor Toys is a marine dealership with stores in Salmon Arm, BC and Gibbons, Alberta. We retail and service Kingfisher, Coyote and Stabicraft boats, Mercury engines and more. We stock a large variety of parts and accessories for all your boating needs. With over 35 years of experience, our sales, parts, and service departments provide the best knowledge in the industry, and we are currently looking to add to our Service Team in the Salmon Arm store!Job Title: Service & Facilities Manager (Salmon Arm, BC)Start Date: November 1st, 2022Status: Full-time Permanent - ManagementCompensation: $65,000 - $80,000 per year (combination of salary + commission)Group health, dental, life and disability benefits after 3 months of employmentEnrolment in employer matching pension plan after 1 year of employmentThe Service & Facilities Manager is responsible for successfully leading and mentoring a team of talented individuals to achieve the goals of the Service Department, as well as having responsibility for the care and maintenance of the building and yards. They will manage time effectively and use all resources available to ensure the continued achievement of the expectations of the role.Key responsibilities include team leadership, effective communication, maintaining high productivity within their team, and achieving goals for work schedules and quality. This position requires an individual who excels at maintaining high quality standards and customer satisfaction, organization, safety, and continuous improvement. Throughout their work the Service & Facilities Manager should be able to provide Senior Management with insights to further increase productivity and improve processes to help keep Gibbons Motor Toys’ business running smoothly. This position requires a high level of ownership, accountability, and initiative.Department: Service Department and FacilitiesReports To: Operations ManagerKey ResponsibilitiesTeam Leadership· Provide training, mentoring, accountability, and motivation to your team, ensuring the outcome is high quality service and repair work that meets the organization’s quality standards· Recognize and limit distractions to maximize performance and leadership while contributing to enhance Gibbons Motor Toys’ high level of standards· Train all technicians to correctly enter identifying repair order information into electronic RO system with the associated completed service or repairs, including pictures· Frequently and consistently walk through the shop to monitor and evaluate every technician’s performance and assist with any concerns or questions· Effectively cross-train all technicians and support staff to ensure all aspects of service operations can run smoothly when one is absent· Work with HR to complete performance planning meetings on schedule; dedicate enough time to preparing for these to ensure they are valuable, consistent, and effectively communicate expectations and employee’s performance on these expectations· Always lead by example and proactively address issues before they increase in severity· Mandate and monitor all GMT safety procedures· Hold all technicians accountable to have adequate and organized tool sets, respect shop tools and equipment, maintain a clean work area, and organize all tools, parts, supplies and equipment so everything is easily accessible and presentable to customersService Department Operations and Productivity· Work closely with Parts to ensure all necessary parts are binned and labelled for each repair order and parts are ordered as required before unit is scheduled into the shop· Verify all jobs have the appropriate labour times written for the technician· Prepare estimates / quotes for repairs with attention to detail to ensure a high accuracy of work· Review status of repair orders on a weekly basis including units waiting for parts, completed units awaiting pick-up, repair orders awaiting customer / warranty approval and sublet labour· Monitor service schedules and capacity to effectively plan daily / weekly work assignments that provide prompt, dependable, high-quality service to internal and external customers· Manage all units in shop and yards with the goal of maximizing technician productivity and service efficiency through systematic lineup of jobs· Ensure repair orders are discussed with technicians as required before commencing work to guarantee maximum productivity, efficiency, and customer satisfaction· Immediately discuss efficiency discrepancies to confirm cause and bill customer accordingly· Assist technicians with service work when necessary i.e. difficulty with a task, backlog· Welcome new customers when they are introduced to the Service Department and ensure that service follow-up programs are maintained on schedule· Ensure all serial numbers are checked for outstanding bulletins & campaigns· Process service warranty claims including opening case files or completing pre-authorizations· Inspect all service work for deficiencies and ensure it meets GMTs quality standards· Identify the root cause of any errors and implement corrective actions to prevent similar issuesCustomer Service· Create a solid first impression and commitment to GMT’s superior customer service by acknowledging all customers in a prompt and professional manner

• Maintain strong, long-term relationships that ensure customers return; strengthen the customer experience by ensuring enquiries are handled quickly with adequate and helpful information

· Consider what might be important to each customer; anticipate needs and act proactively to deliver and effectively upsell parts and services to enhance the customer’s experience· Coordinate with Parts and Sales to meet all customer deadlines and service requirements· Proactively communicate with customers to avoid promising unreasonable requests/deadlines· Always use positive verbal strategies to communicate the value and instill confidence in Gibbons Motor Toys’ Service Department to each customer· Handle difficult situations calmly and with confidence, showing empathy and a positive attitude· Complete all manufacturer training as required and maintain certification and knowledge on a wide variety of products from multiple manufacturers to effectively oversee the skillful repair and service by techniciansDepartment Profitability and Growth· Grow the volume of service work through forward-thinking and effective development and implementation of strategies· Design and implement strategies to improve profitability and ensure Service Department contributes an acceptable level of gross profit and achieves set targets and goals· Direct the service team towards efficiently completing their objectives thereby ensuring the shop maintains the capacity to manage external Service growth collectively with Sales growth· Identify opportunities and suggest ways for the organization to improve the efficiency and quality of Service Department processes· Lead the successful implementation of the identified process improvement initiatives· Coordinate with the Marketing Department to develop and execute promotional campaigns· Develop monthly and annual objectives in collaboration with the Operations ManagerSafety, Time Management, and Parts Support· Maintain safe work habits and a clean and organized work environment· Always use proper personal protective equipment· Be aware of surroundings to avoid potential hazards or dangerous situations· Demonstrate effective time management in order to accomplish all expectations of the role· Provide support and coverage to the Parts Department when neededFacilities· Take ownership in maintaining the appearance of GMTs facilities to the highest standard· Ensure facilities always remain clean and organized including showroom, restroom, and shop· Oversee / perform yard maintenance including weed / debris management and snow removal· Perform building maintenance, upgrades, and general labour duties where required· Maintain all equipment including forklift and tractor, and log all service records as necessary· Oversee scheduling and delegation of tasks to the Seasonal Operational Support HandProfessional and Personal Development and Improvement· Share in the team culture of continuous professional and self improvement· Actively participate in all performance planning exercises and peer feedback requests· Be accountable and strive to lead by example, regardless of employment capacity or role· Remain informed on and follow all applicable company policiesWork Schedule

• Must be available Monday to Saturday, 40 to 45 hours per week
• Must display reliable attendance and schedule time-off with advance notice and approval, taking into consideration busy times
• Closed on all long weekends

RequirementsEducational and experience requirements include: · Relevant experience leading teams in a service environment· Proven ability to provide training, mentoring, accountability, and motivation to individuals· Advanced technical experience to lead a highly effective team that can correctly diagnose and correct problems with products or equipment· Proven ability to consistently meet productivity, scheduling, and quality objectives· Ability to meet all physical requirements of the job· Reliable, punctual and a self-starter with strong work ethic· Knowledge of CDK Lightspeed operating system preferred but not required· Experience operating forklifts, tractors, and parking trailers· Proven ability to identify and implement process improvements· Demonstrated ability to maintain organization and safety within the department· Above-average computer skills for using electronic repair order, diagnostic, and parts inventory management systemsAll applications must include a complete resume as well as a cover letter or message further describing why you are the right fit for this employment opportunity.With continued commitment to the ongoing enhancement of a first class and engaged team culture, Gibbons Motor Toys is awarded one of Boating Industry Canada’s Employers of Choice.https://boatingindustry.ca/featured-articles/9345-gibbons-motor-toys-are-award-winners-boating-industry-canada-employer-of-choice-awardsJob Type: PermanentSalary: $65,000.00-$80,000.00 per yearBenefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Store discount

Flexible Language Requirement:

• French not required

Supplemental pay types:

• Commission pay

Ability to commute/relocate:

• Salmon Arm, BC: reliably commute or plan to relocate before starting work (required)

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