Career Opportunitiesin a New Car Franchised DealershipService • Auto Body • Parts • Sales • Administration • Management

Canada is a nation on wheels and many Canadians are directly involved in putting people in the driver’s seat. Over 1.5 million new vehicles are purchased each year in Canada which makes the automotive industry the country’s largest employer. One in six working Canadians is employed directly or indirectly in automotive-related positions:

125,000 people in automobile manufacturing125,000 people in automotive supplies125,000 people in the retail sector...and 1,000’s more in associated industries.

There are about 3500 new vehicle dealerships in Canada and 133 of those are located throughout Saskatchewan. The modern dealership is a total transportation centre, often with several separate operations under one roof. A franchised dealership is different than any other automotive industry marketers such as used vehicle lots and independent service stations. The franchised new vehicle dealership has the unique right to sell a manufacturer’s new vehicles and in return, must meet high standards of equipment, training, customer service, parts inventory and operation facilities.

Did you know that one new vehicle franchised dealership can offer over 40 different employment positions? In smaller dealerships, one person may assume several responsibilities while in larger dealerships, sub-specialists are required to meet consumer demand. For example, a Service Technician may specialize in tune-ups, air-conditioning, brake repair, automatic transmissions, etc. A Salesperson could specialize in Fleet, Commercial, Pre-owned, New Leasing, Internet Sales, etc.

If you are looking for an exciting, rewarding career, the retail automotive industry represents an excellent opportunity. It is a dynamic industry that is constantly changing to meet the needs of a high-tech society.

It is also an industry that offers a wide variety of challenging, well-paying jobs for qualified, motivated people. And in addition, the automotive sector in Saskatchewan is one of the safest areas to be working in, especially comparing the various trades sectors. Our Saskatchewan Dealerships are proud of our high safety standards in the workplace - safety training and up-grades are made available for employees.

There are many entry level jobs in an auto or truck dealership, but no one gets “stuck” in these jobs. There are also many mid and senior level positions which may require formal education. Computers are prevalent throughout the dealership’s operations and almost every position will require computer training and/or skills. Regardless of where you start, your willingness to work and your skills, experience, education, and training are rewarded with better jobs and higher pay.

How high you go and how much you earn in a franchised dealership are entirely up to you!This brochure is geared to show you the variety of career opportunities available in today’s new vehicle dealerships and to tell you about skill, education, and experience requirements.

Read on…and Gear Up for a Career in the Automotive industry.

I N T R O D U C T I O N

S E R V I C ESERVICE - is one of the most important departments in a dealership. It is a key profit centre with more people, facilities, and equipment than any other department. It is also the key to the success of a dealership. If customers do not receive prompt, courteous, and reliable service, it is unlikely that they will come back!

Today’s Service Technician job is more skilled and challenging than ever before. New cars and trucks are far more complex than they used to be and a modern service bay is beginning to look like a science lab, with expensive, sophisticated diagnostic and repair equipment, including computers.

The “grease monkey” image is a thing of the past. Although hand skills remain important, physical work is no longer the major aspect of automotive servicing. Today, the emphasis is on diagnostics, a process that requires an ability to think through problems in the abstract. The ability to diagnose the source of the problem quickly and accurately requires good reasoning ability and a thorough knowledge of automobiles. In fact, many mechanics consider diagnosing “hard to find” troubles one of their most challenging and satisfying duties.

As automobiles are becoming increasingly complex, a person who chooses a Service Technician career is committed to the life-long learning to keep up with rapid change. Technicians are well-paid (frequently based on skill and speed) and are in high demand.

If you are interested in a career in this field, you should be mechanically inclined, have good reading comprehension, have strong math skills, and enjoy working on cars and trucks. High school and technical school training in auto mechanics is an advantage, of course, as is training in chemistry, electronics, physics, and computers.

If you have no previous training in auto mechanics, you can get started in a dealership as a porter, log attendant, or car detailer/washer, helping to prepare new and pre-owned cars for delivery, and familiarizing yourself with the way the dealership’s team works.

The next step is Apprentice Technician where, under the close guidance of a qualified technician, the shop foreman and the service manager, you will learn the trade thoroughly in order to advance to the job of

Licensed Journeyman Technician. There are 4 levels of apprenticeship, each requiring a combination of on-the-job experience, 8 weeks of classroom instruction, and passing an exam before you move on to the next level. As you graduate through each of these levels, your responsibilities and skill-demanding assignments will increase at the dealership.

Because it is more difficult today for the service technician to make all necessary repairs on cars and trucks, many large dealerships employ Service Specialists who concentrate their skills in a single area, such as tune-ups and diagnosis or brakes.

Because the job is challenging and the pay and benefits are good, many service technicians are content to remain in these positions throughout their careers. But this training and experience may also be used as a step to becoming shop foreman, service advisor, or service manager, which require excellent communication, organization, and supervisory skills. Plus, some of the best salespeople come from the service department.

The Shop Manager or Foreman is usually the best service technician. He or she supervises and trains other technicians and makes sure that their finished work is done properly and promptly. Large service operations may also have a Service Dispatcher who assigns the work to mechanics and directs the flow of cars through the show.

Service Advisors combine mechanical knowledge with communication skills. Think of them as the service department’s sales people. They meet the customer, gather the information that the technician will need to diagnose and repair the problem, write the repair order, estimate the cost and time needed to do the job, handle customer complaints, and help bring new business into the service department.

service technician. He or she supervises and trainsother technicians and makes sure thattheir finished work is done properly andpromptly. Large service operations may also

who assigns thework to mechanics and directs the flow of cars

combine mechanicalknowledge with communication skills.Think of them as the service department’s salespeople. They meet the customer, gather theinformation that the technician will need todiagnose and repair the problem, write therepair order, estimate the cost and time

customer complaints, and help bringnew business into the service department.

They are the communication link between the customer and the technicians and are well-versed in both “languages” - the customer’s and the technician’s. Although some service advisors are licensed service technicians, it is not a requirement. Some automotive training is a definite asset and sometimes people move from service department administration positions, or

the parts department, into the service advisor’s role. There are a variety of career paths available.

The Service Department presents one of the most promising career opportunities in a dealership, with a clear line of advancement for those with ambition and skill.

A U T O B O D Y R E P A I R

P A R T S

AUTO BODY REPAIR - is also a licensed trade which, like the service technician, requires a combination of work experience and classroom instruction in order to earn your license.

promising career opportunities in a dealership, with a clear line of advancement for those with ambition and skill.

Using hand and power tools, the Auto Body Technician replaces, repairs, and restores damaged body parts and vehicle frames in accordance with factory, dealership, and insurance company specifications. Some Auto Body Technicians specialize in either repairs or painting.

Unibody frames, plastic and aluminum parts, and environmental regulations have made the job of the Auto Body Technician more complex. Today’s technician

must be able to research information from manuals, books, bulletins, and resource people.

The more education you have, the better your chances are of being hired as an apprentice and succeeding in the trade. Getting a job as a Shop Helper and taking Auto Body Repair classes in school is an excellent way to start.

PARTS - A well-run, efficient Parts Department is essential to a successful dealership. Not only does it support service and sales operations, but many large parts departments aggressively sell parts and accessories to the public and to other dealers and independent repair shops.

A sound technical background, an ability to work with people, a keep sense of organization, and attention to detail are the key qualities of parts employees. You can enter this field by becoming a Pick-up & Delivery Person, Parts Helper, or Shipping & Receiving Clerk. But often, the best experience is acquired in the service department, where knowledge is gained in the frequency of repairs and parts replacement of the cars and trucks sold by the dealership.

This knowledge is important for Counter Salespeople, who must not only by able to work with the service and body shop managers and technicians, but also act as troubleshooters for customers doing their own repairs.

When they wear their “salesman’s hat”, they suggest complimentary products and ensure that the customer is exposed to the full product line. Parts people keep track of inventory, replenish stock when necessary, provide price quotes, and keep up-to-date on new products.

S A L E SSALES - When most of us think of dealership sales, we think of new car sales. But “sales” is often broken down into 6 different departments, each with their own distinctive clientele - New, Used, Commercial (business customers), Fleet (business customers who buy many vehicles), Rentals & Leasing, and Finance & Insurance.

Outside Parts Salespeople represent the dealership’s parts line-up when calling on independent repair stations and other dealers, and do most of their work

off-site. “Partsman” is also an accredited trade requiring the same 3-year combination of work experience and classroom instruction as an Auto Body Technician.

Internet Sales - Most dealers now have one sales consultant responsible for dealership internet activities. As internet operations take root, their complexity and volume will dictate a growing number of sales consultants, either dedicated or in a dual internet/conventional role. These Consultants’ responsibilities could include: responding to internet customer enquiries, coordinating internet promotions with other dealership sales promotions and advertising, and working with Information Systems Personnel to keep the dealership website fresh.

Automobile Salespeople are frontline professionals representing the dealership as well as the products’ manufacturer. They must have an understanding of the products that they sell, finance, provincial and federal laws, warranties, and the automobile industry in general.

Salespeople are organized self-starters who can stick to a tough daily routine and prospect for new customers by telephone, mail, and personal contact. Most important, the sales staff should be excellent communicators who truly enjoy working with people.

In essence, the salesperson’s job is to discover the potential customer’s needs and priorities, counsel the customer on the best vehicle choice to meet those needs, and influence the customer to buy or lease that vehicle. All that requires excellent product knowledge, listening skills, integrity, and the ability to establish rapport and trust.

After a new home, a vehicle is the second largest purchase that a person makes, so customers demand professionalism, honesty, and personal attention from their salespeople. When they meet those demands, salespeople are rewarded with many happy clients, referrals, and years of lucrative employment.

To keep the sales staff up-to-date on the latest product

developments and sales techniques, dealers and manufacturers conduct regular training sessions and encourage salespeople to take advantage of a wide variety of outside sales and business courses.

In addition to some sales experience (not necessarily automotive), most dealerships demand a minimum of a high school diploma, but many also look for college diplomas or university degrees, usually in business administration or marketing.

After a customer has made the decision to buy or lease a certain vehicle, the Business Manager, also known as the Finance & Insurance (F & I) Manager, steps in to help the customer arrange financing and select protection packages such as life and disability insurance, mechanical breakdown insurance, extended warranties, undercoating, etc.

A strong candidate for the F & I Manager’s position has all or a combination of a background in insurance, banking, or vehicle sales; as well as a college diploma or university degree in business or commerce.

SALES - When most of us think of dealership sales, we think of new car sales. But “sales”

clientele - New, Used, Commercial (business customers), Fleet (business customers who buy

- Most dealers now have one sales consultant responsible for dealership internet activities.As internet operations take root, their complexity and volume will dictate a growing number of salesconsultants, either dedicated or in a dual internet/conventional role. These Consultants’ responsibilities could include: responding to internet customer enquiries, coordinating internet promotions with other dealership

A D M I N I S T R A T I O NADMINISTRATION - Franchised dealers employ a variety of administrative staff necessary to support and coordinate operations. Competitive pay and opportunity for advancement are available to office managers, comptrollers, information systems managers, secretaries, accounting managers and clerks, cashiers, warranty administrators, receptionists, and more.

All administrative positions require excellent time and business management communications, and computer skills. Computers are used extensively in auto dealerships to assist in record keeping and accounting, pre-owned and new vehicle sales, finance and insurance sales, parts inventory management and repair order scheduling.

The Office Manager is responsible for organizing, supervising, and coordinating administrative operations. This includes payroll, accounts payable and receivable,

inventory control, benefits management, and human resources. Often he or she has worked their way up from an entry-level position.

The Comptroller is a member of the senior management team and is usually a Chartered Accountant or Certified General Accountant - all of which requires university or college education. He or she is responsible for the overall financial picture of the dealership, including budgeting, financing, tax management, investments, and more.

M A N A G E M E N TMANAGEMENT - Comptroller is only one of several dealership management positions available to those who have the drive, education, and leadership skills required to succeed. Each department has its own manager who is responsible for providing his or her team with the information, tools, environment, and motivation necessary to achieve their objectives.

The overall responsibility for the reputation, efficiency, and profitability of the service department rests with the Service Manager. He or she is responsible for controlling costs, building a loyal clientele, maintaining good employee and customer relations, setting and obtaining sales and profit objectives, and maintaining service records. This is a demanding management position that may lead to fixed operations director (in charge of the service, parts, and body shop), general manager, or even dealer principal.

The Parts Manager hires, trains, and supervises all department personnel. Controlling inventory, security merchandising, displaying and advertising are responsibilities of the parts manager, as well as interfacing with commercial customers. Like all management positions in a dealership, it is a demanding, well-paying job that can lead to the position of general Manager or dealer principal.

The Vehicle Sales Manager (ie new, pre-owned, fleet, etc.) plan, organize, and coordinate the activities of their respective staffs under the direction of a General Sales Manager, who ensures that the dealership meeting sales objectives. They are responsible for hiring, training, and coaching their staff, as well as planning advertising and promotion strategies.

There may also be a full-time Customer Relations & Marketing Manager who handles those promotional duties, as well as managing “customer contact programs” such as newsletters, special events, and community relations.

The top management post is General Manager, who is often the dealership owner, as well. He or she is responsible for the successful operation of the entire dealership. This position requires excellent business management skills and experience in all dealership

W H E R E T O S T A R TWHERE TO START - The requirements for the many jobs available in franchised new vehicle dealerships may vary from dealer to dealer, but it goes almost without saying that the better prepared you are, the greater your chances of success.

departments. Knowing how to pick the right people to be department managers is a key skill and makes their own success much easier to achieve.

Finally, ultimate responsibility for the success of the dealership rests with the Dealer Principal or President. Franchises are awarded only to individuals who demonstrate that they will be good representatives of the manufacturers in their local communities.

If you are in school, stay in school! In today’s very competitive job market, nearly all employers can demand a high school diploma. Courses in automotive service are important, and so is a background in business, electronics, mathematics, or computer science. A college degree can be a definite advantage if sales or management positions are your goal.

Ask your school’s guidance or career counselor for help in planning the curriculum that best suits your needs. If you are out of school or looking ahead, there are a number of training opportunities available that will help prepare you for either sales or service jobs in a dealership. High school education classes, technical institutions, community colleges, and universities offer a wide variety of courses specializing in nearly every aspect of automotive sales and service.

Your local dealer may be an excellent source of information on training programs and job requirements. Some automotive training programs require that you be employed by a sponsoring dealership to participate.

The Canadian Automotive Institute at Georgian College in Barrie, Ontario, offers a 3-year Business Administration Automotive Marketing diploma program with three paid co-op work terms, plus a 4-year Bachelor of Applied Business Automotive Management degree program with three paid co-op work terms. As well, students can obtain a Certificate of Achievement in Automotive Business Studies part-time, online.

As you can see, there are many career options available under one roof at a franchised new vehicle dealership. We offer challenges, rewards, and excitement.

Your local dealer may be an excellent source of information on training programs and job requirements. Some automotive training programs require that you be employed by a sponsoring dealership to participate.

Saskatchewan Automobile Dealers’ Association (SADA)Ph: (306) 721-2208

www.saskautodealers.com

Saskatchewan Educationwww.sasked.gov.sk.ca

Apprenticeship Works SaskatchewanPh: 1 (877) 363-0536

www.saskapprenticeship.ca

F O R M O R E I N F O R M A T I O N About Career Opportunities In The Automotive Industry

Post-secondary Institutions offering Business Administration - Automotive Marketing Programs:

Georgian College, Canadian Automotive InstituteBarrie, OntarioPh: (705) 728-1968www.thecai.on.ca

SIAST Palliser CampusDan MacKay, Acting DeanBusiness & Entrepreneurial StudiesMoose Jaw, SKmackay@siast.sk.ca

Post-secondary Institutions offering Apprenticeship Automotive Programs:

SIAST Kelsey CampusRon Leontowicz, Program HeadAutomotive Service TechnicianSaskatoon, SKLeontowicz@siast.sk.ca

SIAST Palliser CampusDarwin Hazell, Program HeadAutomotive Service TechnicianMoose Jaw, SKhazell@siast.sk.ca