Head of Client Support Services

Service Manager Inland Lease & Rental
The salary range for this position is $92,000 -$115,000 per year.
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. 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; 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.
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.
Maintains the company's service vehicles by:
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:
Facilitating and/or conducting technical training and sending employees to appropriate training schools as needed;
Monitoring service department employees' daily productivity reports and corresponding payroll records.

High school diploma or general education degree (GED) essential
Post-secondary diploma or trades certification in a related field preferred
Heavy duty truck/equipment technical knowledge
Three years related experience and/or training
Ability to read, analyze and interpret financial reports
Excellent customer relations skills
Medical

• Dental
• Flexible Savings Account
• Health Savings Account (available with some medical programs)
• Long Term and Short-Term Disability
• Life Insurance and Accidental Death and Dismemberment Insurance
• On-going training opportunities