Service Manager

Job Objectives: A service manager manages the service department team and handles customer service interactions, reports, and repairs. The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers.

Job Responsibilities (part but not limited to):

• To achieve the highest possible level of customer satisfaction by providing consistent and efficient maintenance and repair services to the vehicles distributed by the company
• Organize and supervise the activities of all allocated workshop staff in a safe and efficient manner in line with company policy and procedures.
• Ensure that all repair and service work performed in the Service Department is done in an efficient and correct manner in line with manufacturers’ and company policy and procedures
• Monitor and improve productive staff efficiency and workmanship sales to a minimum of 80% of available hours.
• Supervise and monitor the allocation of work to ensure that there are appropriate staff members with sufficient experience and technical ability.
• Propose, implement and monitor service procedures to improve the quality of repairs and servicing.
• Implement and maintain the Company’s Group operational practices as defined by management and company policy.
• Ensure the correct use of all communication equipment and manufacturers’ information by all Workshop staff.
• Ensure that all service and repair related literature and information are accurate and distributed to the Service Dept. Staff.
• Complete and submit reports and analysis to management, manufacturers and suppliers in an accurate and timely manner.
• Recommend improvements in facilities, equipment and procedures within the Service Department.
• Handle customer service queries and complaints in a timely and efficient manner.
• Propose and implement marketing strategy in conjunction with the Parts Officer and Aftersales Manager of branches to increase service department sales.
• Regularly meet with the Parts Officer to assess and resolve parts and service-related issues, with minutes and action plan formally documented.
• Monitor and ensure that service department staff request the correct parts at all times.
• Supervise and monitor locally purchased goods and services ensuring that price and quality are in accordance with the company policy and standards.
• Promote and maintain a safe and clean working environment within the Service Department.
• Ensure all equipment and tools are used correctly, maintained and accounted for at all times.
• Ensure that all staff within the department adheres to company policies and procedures at all times.
• Train service staff to use tools, equipment, manufacturer’s manual and specification etc.
• Assess and recommend staff departmental training needs and requirements.
• Always implement ANZEN and KAIZEN principles.
• Perform any other job-related duties that may be assigned by his/her direct manager

Requirements:

• BSc/HND in Mechanical Engineering or related studies
• Between 6 -10 years relevant work experience in the Automotive Industry is Essential
• Supervisory/Managerial experience in the Workshop/Aftersales Dept. in the Automotive industry is Essential
• Strong mentoring, coaching and people management skills

Key Skills & Competencies:

• Excellent communication & interpersonal skills
• Ability to lead and manage a team
• Appreciable sales and financial skills
• Comfortable with use of MS Office Packages (Excel and Power-Point)
• Good organizing ability
• Possess strong organizational and time management skills
• Comfortable with use MS Office Packages (Excel and Power-Point)
• Sales and target driven individual with high energy and high levels of perseverance; works towards both individual and team goals
• Compliance and ethics-oriented attitude