Service Innovation Specialist

Scarborough, ON

Toyota Canada Inc. (TCI) is the exclusive Canadian distributor of Toyota and Lexus vehicles. Toyota Canada's head office is in Toronto, with regional offices in Vancouver, Calgary, Montreal and Halifax. Toyota parts and accessories are distributed through TCI's Parts Distribution Centres in Bowmanville and Vancouver. TCI supports over 287 Toyota and Lexus dealers in Canada with services that include training, sales, marketing, environmental and customer satisfaction initiatives.

What Sets Us Apart?

A focus on People, Passion for Toyota, Innovation and Make Things Better has made us an award-winning company, recognized worldwide for our technological leadership and superior standards of quality, community involvement and environmental responsibility.

Job Summary:

Toyota Canada Inc. (TCI) currently has an exciting opportunity for an individual who is customer service oriented and enjoys building relationships to support our Service Retention department. This is full time permanent opportunity and will report to the Manager, Service Process Development. The selected candidate will implement, support, and assist in sustaining industry leading parts and service processes to enhance dealer performance and customer satisfaction at the retail level. Please note, bilingual (English/French) is not a requirement for this position.

What We’ll Bring:

• A hybrid work environment
• A work environment built on teamwork, flexibility and respect
• Competitive compensation package including health and dental benefits, and bonus
• Health and dental benefits effective immediately
• Company pension plan with matched contribution
• Associate vehicle discount program
• Professional growth and development programs to help advance your career, as well as tuition reimbursement
• Fitness reimbursement
• Great company culture – Respect for people and continuous improvement is at our core
• Paid holiday shutdown and competitive paid time off benefits
• Summer Hours – condensed work week during the summer
• Sabbatical Leave Program

What You’ll be Doing:

• Support Zone Staff, SPD and all other internal departments in achieving objectives.
• Subject matter expert for inter-departmental activities.
• Frequent communication with dealership staff, building strong supportive relationships with stakeholders.
• Contribute to dealership process improvements through a consultative approach.
• Design, develop, and produce industry leading Parts and Service programs, manuals, literature and guides.
• Develop, upgrade and maintain all areas of dealership processes through collaboration with Zone Offices across Canada and our dealership partners
• Assist with TCI's After Sales programs through creation and delivery of presentations, reporting and field staff training. Extensive exposure to all areas of TCI operations.
• Maintain and upgrade After Sales operations publications (i.e. operations manuals, policy and procedure manuals, program forms, bulletins and publications)
• Develop and maintain After Sales operational metrics, records and reports including periodic analysis
• Manage key After Sales projects from initiation phase to project launch in partnership with other internal stakeholders (i.e. Dealer Technology, Marketing, Sales, Connected Vehicle Technologies, etc.).
• Assist department management with objectives, budget, reports, presentations, etc.
• Other duties as requested or required

What You’ll Bring:

• University/College degree in Business or related discipline
• Highly competent with the Microsoft Office suite of applications (Outlook, Excel, PowerPoint, Access, Project, etc.)
• Excellent oral and written communication skills; Strong presentation skills
• Two years of Automotive related experience
• Strong customer service focus
• Strong data literacy and analysis skills
• Sound understanding of Customer Relationship Management apps and functions
• Proven ability to build successful partnerships
• Strong organizational & administrative skills; Strong time management skills
• Committed team player; Strong coaching & mentoring skills
• Willing to travel internationally
• Proven ability to initiate and improve work processes that increase efficiencies

Nice to Have:

• Open to relocation to Vancouver, Calgary, Montreal, or Halifax is an asset
• Parts Operations experience is an asset
• Cloud Computing knowledge is an asset
• Bilingual (English & French) is not mandatory, but an asset

What You Should Know:

Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. We are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, or any other characteristics protected by law.

Job Type: Full-time

Benefits:

• Casual dress
• Company pension
• Dental care
• Extended health care
• RRSP match
• Tuition reimbursement
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Scarborough, ON M1H 1H9

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