Services Management Coordinator

Join Canada’s Largest Automotive Group

driven by excellence, integrity, and innovation, Dilawri offers an environment
where people are supported and empowered to succeed.

Founded in 1985, Dilawri is Canada’s largest automotive
group and one of Canada’s Best Managed Companies. franchised dealerships, representing more than 35 of the world’s most
respected automotive brands across British Columbia, Alberta, Saskatchewan,
guide how we work, how we lead, and how we serve our customers and communities.
Through the Dilawri Foundation , we
are also committed to making a meaningful impact in the communities we
Dilawri Group of Companies is seeking an experienced Service
the Service Department. Reporting to the General Manager, this role plays a
critical strategic function by overseeing technician performance, ensuring the
highest standards of customer satisfaction, managing operational efficiency,
and cultivating a strong service team. The Service Manager is accountable for
departmental financial performance, employee development, customer relations,
and adherence to quality and safety standards across the service operation.

Ensure daily housekeeping standards in the
service department to promote morale, safety, and quality.
· Develop, schedule, and implement training
programs for all technical and non‑technical personnel.

• provide ongoing coaching for underperforming employees.
• Create and manage systems for quality control of

work and monitoring special jobs.
· Resolve 100% of customer complaints within 48
hours and support owner relations processes where required.
· complaints, potential legal cases, or unresolved issues; Collaborate with the Better Business Bureau to
resolve customer concerns effectively.
· Recruit, develop, and retain high‑quality
service department staff.
· Maintain systems for using technical resource
data in line with dealership policy.
· Conduct annual performance appraisals for all
service team members.
· Manage customer pay and warranty work processes
to ensure accuracy and customer satisfaction.

• captures complaint, cause, and correction.
• Establish and enforce standards of customer

treatment, including processes for managing comebacks.
· Maintain organized and up‑to‑date customer
Operate and oversee automated control systems
within the service department.
· Support front‑line staff and cashiers when
addressing customer concerns.

• retention in accordance with policy.
• Support vehicle delivery requirements in

Collaborate with the Sales Department to support
Forecast service sales, gross profit, and
Develop and manage the annual service plan
customer needs.
· Achieve forecasted customer labor sales within
customer‑pay labor to maximize customer satisfaction.
· Communicate effectively with customers in a
motivate and mentor service personnel.
· Demonstrated experience managing workflow,
productivity, and performance within a service environment.
· Strong customer service and conflict‑resolution
to develop and manage systems and processes.
· Ability to interpret and manage financial
metrics, forecasting, and departmental planning.
· Proficiency with computerized service management
Strong understanding of automotive repair
pressure and manage sensitive customer concerns.
· leading professionals in the automotive industry, our benefits include:

• coaching & training programs
• health & dental plans
• social events