JOB PURPOSEThe Service Manager position is responsible for the coordination of service operations to ensure timely and quality delivery of service to customers, compliance with Anzen guidelines in the delivery of service, and for the management of the service team for enhanced motivation and performance.Minimum level of academic and professional qualification required to perform effectively in the role Bachelors’ Degree in engineering or other relevant field from a recognised institution.Minimum level of experience required to perform effectively in the role 5 years of experience in a motor vehicle workshop with at least 2 years in a supervisory positionManagerial/Supervisorya) Implement service operational strategies to achieve set targets through continuous progress monitoringb) Monitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocatedc) Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customersd) Track and analyse key performance indicators to understand performance status and provide countermeasure where there are gapse) Build healthy relationship with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operationsf) Mentor and coach Service staff and recommend them for scheduled trainings to improve their skillsOperational Responsibilitiesa) Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delays in the sectionb) Resolve critical customer complaints to mend broken trust and enhance customer retentionc) Monitor daily service sales to ensure performance is on track as per set targets and introduce action plans when below targetd) Provide a safe and conducive working environment in line with the Kaizen guidelines to eliminate risks associated with noncompliance with Anzen regulationse) Review work flows to increase the productivity of the Service teamf) Study the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gapsg) In collaboration with the marketing team, implement marketing activities relating to services available to grow sales and create awarenessh) Report on the performance of the branch under the 3 Ss across the brands, detailing gaps and possible solutions, to ensure all the brands represented in the branch are well informed on the performance in a timely manner
