Service Dispatcher / Tower Operator

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Purpose of the function

In the After Sales department, the Porsche Tower Controller/ Service Dispatcher acts as the interface between Service Advisors and Technicians and coordinates the workshop orders.

Quantitative objectives

· Sold workshop hours

· Workshop turnover/labour revenue

· Workshop capacity utilization

· CES score and SSS performance

Qualitative objectives

· Process reliability (workshop organization, recording time units, efficient use of time, complaints, QC inspection etc.)

· Employee satisfaction

· Customer satisfaction (repair quality, repeat repairs)

Core Accountabilities

· Complying with PCNT standards in the workshop

· Capable of working independently, managing his or her time and work- flow.

· Controlling the work- flow to ensure promise times are met

· Ensure appropriately trained technicians are assigned to appropriate jobs

· Work closely with the Parts Department and Service Consultants

· Uses the DMS to determine how long a given repair will take and keeps the Service Advisors abreast of repair progress.

· Informs the Service Manager and Shop Foreman of any non-compliant procedures by Technicians or Advisors so it may be corrected

· Continuous personal development

· Quality management in the workshop

· Workshop planning

· (Releasing) orders for final inspection

· Employee training and education

· Planning the processes in the workshop in accordance with PCNT standards

· Guaranteeing excellent, high-quality workshop services for all PCNT customers

· Planning and assigning technical employees

· Planning workshop orders in consultation with the Service Advisor

· Planning and monitoring the key performance indicators in the workshop in consultation with the After Sales Manager and Service Manager

· Managing and guiding all the employees in the workshop

· Establishing a team environment

· Informing employees about current developments and innovations

· Monitoring and ensuring customer satisfaction

· Monitoring compliance with PCNT standards and excellent performance of all repair services

· Monitoring and complying with safety guidelines and environmental regulations in the workshop

· Monitoring and complying with PCNT standards In warranty and goodwill cases

· Using all the PCNT systems (e.g. DMS(Tekion), PCSS, PIWIS)

· Tracking key performance indicators in the workshop

· Informing and reporting to the After Sales Manager & Service Manager

The above list of Core Accountabilities and Responsibilities is not exhaustive. The job holder is expected to carry out other duties as reasonably assigned from time to time, in line with their ability. The Company reserves the right to vary the role content, within reason, with consultation and agreement, in accordance with business requirements. Porsche Centre North Toronto is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontario’s with Disabilities Act (AODA). If you require an accommodation please advise us in advance of attending the interview.

Job Type: Full-time

Work Location: In person