- Analise the service market potential and ensure exploitation of that potential Making the reports

- To optimize the service process organization. To organize and check recall campaign, warranty, goodwill

- Create service policy, guideline to service staff for disciplinary, safety, dealership standard in the workshop

- Responsible for planning and implementation of personal requirement and motivation service personnel

- Handling customers complains, customers relationships

- Co-operate with other Departments

- To implement and achieve the service target, increase repair and customer's care quality, service loyalty

- Monitor quotation, Job card, invoice , contracts ...

- Supervise & support the following employees

- To promote training of Service personnel technical & non-technical courses: vice advisor, Workshop foreman, Quality controller, Master Technicians, Technicians, assistants, service clerk.

- To promote training of Service personnel technical & non-technical courses

- To plan measures for Service regarding procedures

- To promote and assess suggestions for improvement in the Service department

- To perform surveys and evaluate regional market and competition information for the Service department

- To implement standards/ guidelines specified internally for Service department

- To perform internal workshop tests and implement improvement measures to increase service quality

- To implement regular internal quality measures

- To create and update organigrams and job descriptions for employees in the Service department

- To check proper handling and storage of waste products and materials in accordance with waste-disposal regulations

- To monitor adherence to environmental protection and waste-disposal regulations

- To ensure compliance with regulations governing safety at work and accident prevention

- To create separate flow charts and checklists for the Service department in order to optimize processes

- To deploy performance-related bonus systems in the Service department

JOB PURPOSE:

- To ensure a hight rate of service market exploitation and loyalty by means of hight repair and customer's care quality

- Support sales and other Department to increase sales volume

REQUIREMENT:

- Education: Bachelor Degree in engineering pedagogy, Polytechnic or equivalent level of professional training

- Experience: Minimum of 10 years’ experience in the Automotive or related industry, Minimum 5 years of relevant experience in Management Position on wholesale and retail levels e.g. Service Manager

- Specific knowledge & skills: Clear focus on After Sales Business Management, dealer development, and all aspects of the After sales operations including; staff development programs, training, warranty and a clear focus on customer care. Have an understanding of key KPI’s, A strong Team player, with a clear management focus.

- Competencies: Leadership, Customer satisfaction Orientation, Business Acumen, Innovation, Relationship Management, Talent Management, Technical: Product Knowledge, Quality orientation, Customer orientation, Interpersonal skill, Team player

- Impact/Accountability: Customer service is providing quality service to achieve customer satisfaction by doing things right the first time and every time which indirectly builds customer loyalty. Deliver quality services timely by working with all relevant parties. Abide by company’s policies and optimize all resources. Seek Management support to resolve difficult cases.

- Problem solving/decision making: Increase customer-paid labor revenue. Identify active, inactive and prospective service and parts customers and reach them with targeted communication. Enhance brand awareness and strengthen customer relationships. Reduce unnecessary warranty repair costs and legal liability by identifying vehicles with branded titles