Division: Network Management Department: Branch Section / Unit: Service
Reports to: Branch Manager
Work station: Kisumu
JOB PURPOSE: The 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.
MAIN RESPONSIBILITIES OF THE JOB
Managerial / Supervisory
Implement service operational strategies to achieve set targets through continuous progress monitoring
Monitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocated
Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customers
Track and analyse key performance indicators to understand performance status and provide countermeasure where there are gaps
Build healthy relationship with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operations
Mentor and coach Service staff and recommend them for scheduled trainings to improve their skills
Operational Responsibilities
Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delays in the section
Resolve critical customer complaints to mend broken trust and enhance customer retention
Monitor daily service sales to ensure performance is on track as per set targets and introduce action plans when below target
Provide a safe and conducive working environment in line with the Kaizen guidelines to eliminate risks associated with noncompliance with Anzen regulations
Review work flows to increase the productivity of the Service team
Study the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gaps
In collaboration with the marketing team, implement marketing activities relating to services available to grow sales and create awareness
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
KNOWLEDGE, SKILLS AND EXPERIENCE
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 position
Direct Reports:
Service Advisors
Workshop Supervisors
Service Administrator
Indirect Reports:
Quality Controller
Technician
SST & consumables store clerk
WORKING RELATIONSHIPS
Internal customers
Management Team - budgeting & performance reporting
Parts
Sales
External Customers
Service Providers - sublets & supplies of consumables
Customers - For business opportunities & relationship Building
COMPETENCIES
Technical
Financial management to allow one understand the performance of the department.
Product & technical knowledge so that one is able to comfortably relate and respond to product issues.
Customer service management for relationship with customers to improve retention and acquisition.
Computer literacy
Budgeting and forecasting
Knowledge of professional standards
Functional
Report writing- ability to develop reports
Presentation skills
Behavioral
Ability to work under pressure
Negotiation & Conflict Management skills
Interpersonal Skills
Leadership and management-ability to lead teams, mentor and coach staff to goal definition and achievement
Performance Management
Professionalism - maintains a professional approach based on ethics and TKEN values
Integrity and honesty and ethics- ensures ethical practices and integrity to ensure TKEN is not exposed to reputational risk
Building consensus and influencing-ability to influence various players across all TKEN departments
Communication Skills
Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
Resilience - is able to withstanding strategic and operational challenges and maintain momentum
Emotional Intelligence-manages emotions in a mature and composed manner as expected of a leader
