Eastway Toyota is looking for an experienced Service Manager to lead our Service Department and keep our dealership running at its best. Reporting directly to the General Manager, you will oversee day-to-day operations, guide and support our service team, and ensure our customers receive top-quality service. If you thrive on building a strong team culture, driving shop efficiency, and taking ownership of department performance, this is a great opportunity to make a real impact.
Eastway Toyota is an absolute powerhouse in the Windsor market, backed by a massive local reputation and a trophy case that includes Business of the Year, President’s, and Harmony Awards. The pace here is fast and the customer base is incredibly loyal, but the day-to-day culture is grounded in genuine friendliness, mutual respect, and a total commitment to quality. From the energetic sales floor to the high-volume service bays, team members collaborate closely, take pride in their work, and maintain a supportive, welcoming environment.
The dealership provides a steady, high-volume workflow that ensures excellent earning potential, paired with premium manufacturer training, strong compensation packages, and the extensive resources of the Rafih Auto Group. This is a forward-thinking environment built for driven sales professionals and skilled technicians who want a busy, vibrant place to work without sacrificing a welcoming, team-first atmosphere.
Compensation Information:
- Base Salary: $60,000 – $80,000 per year
- Additional Compensation: Performance-based bonus
- Total Target Compensation: $130,000 – $150,000 on target earnings (OTE)
Job Duties:
- Forecast goals and objectives for the department and strive to meet them.
- Hire, train, motivate, and monitor the performance of the service team.
- Work within the annual operating budget for the service department.
- Maintain reporting systems required by general management and the manufacturer.
- Attend managers’ meetings and hold weekly department meetings.
- Implement strategies to achieve financial targets, enhance customer service, and improve retention.
- Conduct performance evaluations and provide ongoing feedback.
- Schedule shifts and ensure adequate staffing in the service department.
- Oversee daily operations of the service department, ensuring high-quality repairs and minimizing comebacks (including periodic spot checks of completed jobs).
- Ensure compliance with company policies, safety regulations, industry standards, and government Health & Safety legislation.
- Strive for harmony, teamwork, and professional employee development across all departments.
- Understand and ensure compliance with manufacturer warranty policy and procedures.
- Manage customer complaints immediately and according to dealership guidelines.
- Review warranty policies with the Warranty Administrator, ensure correct claim processing, communicate guidelines to customers, and reconcile warranty schedules weekly to ensure receivables are current within 30 days.
- Develop dealership service and parts pricing plans and make recommendations to the Fixed Operations Manager or General Manager.
- Work with Parts and Fixed Operations managers to improve overall dealership profitability and ensure prior-day preparation is completed daily (parts ordering, special requests, off-make vehicle availability).
- Ensure staff attend all head-office training sessions, and stay updated on industry trends, new equipment, tools, and best practices.
- Establish and maintain good working relationships with vocational/technical schools for recruitment.
- Maintain neat, organized, and stocked customer lounge display areas (if applicable).
- Serve as a liaison with factory representatives.
- Perform continuous process improvements (Kaizen) and other duties as assigned.
Reporting Responsibilities:
- Send daily fixed ops reports to the GM and Executive team.
- Track and issue daily exception reports for any discrepancies.
- Perform daily spot checks of prior-day preparation.
- Track daily shop hours based on the Capacity Calculator, including Daily Carryovers.
- Manage daily shop hours and Advisor Capacities through Xtime.
- Review all work-in-process and monitor aging repair orders.
- Maintain the fixed RP MPS (maintenance pricing schedule).
- Ensure technicians and advisors hit their Xtime KPIs and Service Department budget objectives.
- Ensure the Customer Satisfaction Index (CSI) remains above national and regional averages, conducting at least one quality team meeting per month.
- Collaborate with the Fixed Operations Management Team to establish monthly marketing plans for the GM, VP, and Blackrock Marketing, as well as update websites.
Expectations:
- Collaborate with the corporate team and bring forth new ideas and suggestions.
- Complete additional training as needed.
- Always conduct yourself in a professional manner and maintain a professional appearance.
- Maintain a safe work environment and adhere to all company policies and procedures.
Job Requirements:
- Minimum of 3 years of experience in automotive service management.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication, negotiation, and interpersonal skills.
- Valid driver's license with a clean driving record.
- Proficiency in Microsoft Office/Excel and dealership computer applications.
- High level of integrity and dependability with a strong sense of urgency and results orientation.
Why Choose Rafih?
- Competitive compensation and bonus plans
- Competitive Employee Benefits program
- Comprehensive training to set you up for success in your role
- A leadership team which strongly believe in providing personal and professional growth opportunities, mentorship, ongoing training, and continuous support
- Advancement opportunities
- A company culture focused on inclusivity, diversity, employee wellness, and community engagement
- Employee engagement and recognition events
For more than four decades Rafih Auto Group has been a leading automotive group in both Canada and the USA. Representing 23 brands throughout 19 locations. Our number one priority is to provide our valued customers with industry-leading services and world-class experiences.
At Rafih Auto Group we believe that our people are our biggest asset and our greatest strength. We understand the industry and the world is changing every day, and that is why we are always proactive and prepared to meet challenges with determination, collaboration, innovation, and enthusiasm. We are seeking passionate, dynamic, and driven individuals who share in our strong commitment to excellence and success to join our incredible and industry leading Canadian team.
Rafih Auto Group is an equal opportunity employer. We have accommodation processes and policies in place and will provide accommodation for applicants and employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resources department so that arrangements may be made throughout the selection process and prior to the beginning of employment.
We appreciate your interest in joining our incredible team at Rafih Auto Group, however only applicants that are contacted for an interview, will be considered at this time.
Job Types: Full-time, Permanent
Pay: $60,000.00-$80,000.00 per year
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
Application question(s):
- If you require an accommodation at any point during the interview process, please let us know how we can assist by contacting Rafih HR at [email protected].
Experience:
- dealership service: 3 years (preferred)
Licence/Certification:
- Driving Licence (required)
Location:
- Windsor, ON N8R 1A1 (preferred)
Work Location: In person
