Toyota Kenya Limited is the authorized distributor and service provider of Toyota, Yamaha, HINO and Suzuki brands in Kenya. Toyota Kenya Ltd was incorporated in 1997 as a subsidiary by Toyota Tsusho Corporation (TTC) the trading arm of Toyota Motor CorporationJOB 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 JOBManagerial / Supervisory Implement service operational strategies to achieve set targets through continuous progress monitoringMonitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocatedSupervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customersTrack and analyse key performance indicators to understand performance status and provide countermeasure where there are gapsBuild healthy relationship with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operationsMentor 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 sectionResolve critical customer complaints to mend broken trust and enhance customer retentionMonitor daily service sales to ensure performance is on track as per set targets and introduce action plans when below targetProvide a safe and conducive working environment in line with the Kaizen guidelines to eliminate risks associated with noncompliance with Anzen regulationsReview work flows to increase the productivity of the Service teamStudy the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gapsIn collaboration with the marketing team, implement marketing activities relating to services available to grow sales and create awarenessReport 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 EXPERIENCEMinimum 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 role5 years of experience in a motor vehicle workshop with at least 2 years in a supervisory position Direct Reports: Service AdvisorsWorkshop SupervisorsService Administrator Indirect Reports: Quality ControllerTechnicianSST & consumables store clerk WORKING RELATIONSHIPSInternal customers Management Team – budgeting & performance reportingPartsSales External Customers Service Providers – sublets & supplies of consumablesCustomers – For business opportunities & relationship Building COMPETENCIESTechnical 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 literacyBudgeting and forecastingKnowledge of professional standards Functional Report writing- ability to develop reportsPresentation skills Behavioral Ability to work under pressureNegotiation & Conflict Management skillsInterpersonal SkillsLeadership and management-ability to lead teams, mentor and coach staff to goal definition and achievementPerformance ManagementProfessionalism –maintains a professional approach based on ethics and TKEN valuesIntegrity and honesty and ethics- ensures ethical practices and integrity to ensure TKEN is not exposed to reputational riskBuilding consensus and influencing-ability to influence various players across all TKEN departmentsCommunication SkillsCustomer orientation-is customer focused striking a solid balance between external and internal customer orientationResilience –is able to withstanding strategic and operational challenges and maintain momentumEmotional Intelligence-manages emotions in a mature and composed manner as expected of a leader
