Service Manager

Mackay City Auto Group is a leading automotive dealership group, representing multiple brands and delivering exceptional service to our customers in Mackay and the surrounding areas. With a commitment to excellence and a strong customer-focused approach, we take pride in our team's dedication and professionalism.

Recently named Dealer of the Year for a second year in a row, we are a high-performance Dealership that prides ourselves on our ‘people centric’ culture.

We are currently seeking a highly motivated and experienced Service Manager to join our dynamic leadership team at Mackay City Auto Group. 

Position Overview

We are looking for a highly motivated and organized Service Manager to oversee our service department. The successful candidate will play a key role in managing daily operations, ensuring customer satisfaction, and driving the overall success of our service department. We are a multi franchised Service Department managing approximately 50-60 repairs orders per day.

Responsibilities.

Leadership and Team Management

• Lead and motivate the team of Technicians, Service Advisors, Customer Experience and Administration team members.
• Foster a positive and collaborative work environment.
• Provide coaching and training to team members to enhance skills and performance.

Customer Experience Excellence

• Ensure exceptional customer service by addressing customer inquiries, concerns, and feedback.
• Resolve escalated customer issues promptly and professionally.
• Work closely with the Service Advisors and CX team to maintain above target NPS outcomes.

Operational Management

• Oversee the day-to-day operations of the service department.
• Work with the Workshop Controller to ensure accurate work allocation to Technicians, ensuring Productivity and Efficiency targets are met.
• Monitor and manage inventory levels for supplies.
• Collaborate with HR for recruitment, training, and development initiatives.
• Work with the HR Manager to ensure all Technical and non-technical training requirements are met for all staff.
• Ensure WIP targets are met.

Quality Assurance

• Implement and manage quality control measures to ensure ‘fixed right first time, on time’ outcomes.
• Conduct regular quality audits for process, policy and procedures.

Financial Management

• Manage budgetary constraints and maximize profitability.
• Monitor KPI’s to track and improve service department performance for gross per technician.
• Ensure charging efficiency targets are met.
• Meet policy targets.

Qualifications

• A proven track record in a service management role, demonstrating both leadership and strategic planning skills.
• Strong interpersonal and communication skills with the ability to build positive relationships with customers and team members.
• Excellent problem-solving abilities and a proactive approach to addressing challenges.
• Knowledge of industry best practices and emerging trends in service management.

Benefits

• Industry leading remuneration package including monthly performance commissions.
• Drive car and fuel card.
• Professional development opportunities.
• Subsidized gym membership.
• Subsidized private health care.
• Wellness programs
• Supportive Management team

If you are a dynamic and results-oriented individual with a passion for delivering ‘best in class’ customer experience, and you want to be part of a high-performance team, then we urge to apply today! Join us in shaping the next chapter of success at Mackay City Auto Group.