Cadillac Retail Aftersales Manager

2 months ago

Port Melbourne, Australia General Motors Full time

**Job Description**:
As we bring the Cadillac brand ‘down under’ to the Australia and New Zealand markets, we are looking to recruit a top-tier Aftersales team who can provide trustworthy Service to all of our customers. Aligned to our Sales strategy of an everybody in, hi-confidence, no pressure culture, this team will have the ability to offer a luxury service experience for the all-electric Cadillac vehicles on the roads.

As the Retail Aftersales Manager for Sydney, you will become an integral Cadillac team member with the primary responsibility of ensuring the Aftersales department deliver an exceptional Cadillac customer experience. As the Cadillac brand is launched and grown, this role will see you building and developing our Cadillac aftersales team as well as the processes used for both internal and retail customers. You will work very closely with the GM ANZ aftersales management team and the New Vehicle Sales team to ensure all issues impacting customer satisfaction and internal operations are understood and improvement opportunities are executed.

Your key responsibilities will include:

- Building an agile Aftersales Operations team with the ability to handle a wide range of tasks daily
- Prioritising the highest levels of Health and Safety
- Be a strong leader for the Aftersales Service team and create an environment which is customer focused
- Manage the service department bookings to ensure technician productivity and efficiency is high
- Manage the mobile service vehicle to ensure customer satisfaction and safe operations
- Manage the DMS ( what is this?)
- Ensure administration tasks are complete, this includes but is not limited to:

- Workshop control (from PO initiation to costing and invoicing)
- Processing of warranty claims
- Internal stakeholder communication
- People management including but not limited to: training, leave scheduling, performance management, disciplinary action, development and mentorship of team, goal setting
- Oversee parts inventory, receiving, booking out and re-ordering
- Coordinate new vehicle receiving and preparation to meet delivery timings and facility limitations with customer satisfaction in mind
- Work with our 3rd party Cadillac service providers
- Support business to ensure flawless ‘vehicle launches’ with any drive programs and vehicle preparation - local or interstate as required
- Complete vehicle evaluations to identify concerns and validate repairs
- Escalte any product issues identified to the relevant department/s
- Communicate product quality or safety concerns to the relevant department/s to ensure current/emerging product issues are recognised

**About You**:
You have a strong knowledge and understanding of Dealership Service and Parts operations in the retail vehicle service industry with the ability to lead a high performing team of technicians and a strong belief in providing excellent customer experience. We are looking for someone with the following knowledge, skills and experience:

- 5+ years experience as Service Manager, 2IC or Advisor
- Technical understanding of the latest automotive technologies and operation of features
- Strong knowledge of relevant OH&S in regard to workshop operation
- Ability to organise, prioritise, manage and execute tasks
- Ability to identify and develop improvement processes
- Previous experience in the set up or expansion of aftersales operation is an advantage
- Trade qualification as an Automotive Technician
- Experience with electric vehicles and luxury brands would be an advantage
- Valid Driver’s licence
- Sound technical understanding of latest automotive technologies and operation of features
- Knowledge of GM vehicles systems and repair procedures highly regarded
- Knowledge of relevant OHS&W and EPA legislation and regulations in regard to workshop operations

**Here at GM, we offer you**:

- Rostered Day Off per month
- A unique opportunity to join our new Cadillac Service Centre in a management position.
- Be part of our vision; a world with zero crashes, zero emissions and zero congestion

**About Us**

Globally, General Motors is headquartered in Detroit, Michigan (USA) - operating in six continents. Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer, and more equitable for all.

Locally, we're a business with national reach and a proud, rich automotive history, and we’ve got the exciting opportunity to represent GM's ongoing presence in Australia & New Zealand. Whether it's the recently announced Cadillac, headlined by the all-electric LYRIQ, the GM Specialty Vehicles venture bringing iconic GM nameplates like Corvette and Silverado to ANZ, our Isuzu Trucks New Zealand portfolio, or the endless possibilities in the Aftersales space, there is plenty to look forward to.

This role will see you joining the Cadillac team at an early stage of its entry as a pure ele

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