Duties

Operation Management   

• Lead and motivate the Service team to ensure and improve the operation procedure of Service includes Service activities in the areas of Indoor / Outdoor / spare parts /  call center / marketing for their individual development and company’s profits.
• Supervise and enhance the results of the Service activities for increasing the turnover and company profits. Monitor daily revenue collection as per budget.
•  Monitor and control the completion /response time of service works if needed.
•  Monitor and improve customers’ satisfactions by providing intelligent solutions to all requests, feedback, complaints and suggestions of customers’ activities.

Spare parts Management

• Coordinate with the Parts dept. and ensure availability of spare parts for servicing in time.
• Understand and ensure the spare parts are not over stocked  or under stocked ( Stock level is  monitored )  
• Coordinate with Parts Dept for periodic review of stocks and support to Parts plans.
• Assets Management
• Control and monitor the Service assets such as vehicles / tools / equipments are in place and utilized by the Service technicians.
• Control and ensure that there is no wastage and accounting is done for the proper usage of consumables, tools and spares by the Service technicians.

Business Management       

• Control and apply necessary actions in the Service dept. to achieve the revenue targets as per the budget set forth by BOM.
• Schedule and implement the marketing plans for customer’s satisfaction and company profits.
• Check and ensure the results of each service activity is resulting  in improvement of revenue and profitability 
• Control and enhance the performance sustainability of the Service technician team towards the budgeted profitability
• Make and apply the new service methods and strategies to reduce the cost of Service under the budget.
• Prepare and implement the new service plans for sustainability and development.

Manpower development 

• Understand and provide the technical training programs to the Service team on new products, technical improvements.
• Evaluate and cooperate with Hr. Dept. to provide the training
• Programs to the need of soft skills (like Communication skills, customer handling skills, telephonic skills, etc…)  
• Organize and drive the regular periodical meeting with the Service team for their development and improvement

Customer handling

• Provide support in handling customers for correct price, fair treatment, problem solve alternatives….for customers’ satisfactions.
• Check and monitor the customer’s feedback and take corrective actions 
• Ensure the process of service operation on constantly measuring customer satisfaction and continuous improvement in place

Coordination and others

• Coordinate with Marketing/sales Dept. in case of escalation
• Coordinate with Parts dept. for availability of spare parts
• Coordinate with HR for support functions and smooth operations such as the clean appearance of Service team, courteous and polite attitudes to the customers.
• Check and maintain the Service areas as the workshop / office / floor / stores in the clean condition.
• Control and ensure the entire service team upholds the company  procedures and policies
• Prepare and make the requested reports on financial, revenue, load, response / completion time, escalation, customer satisfaction, productivity, etc and presented it to the BOM

Requirements:

• Bachelor Degree in engineering pedagogy, Polytechnic or equivalent level of professional training
• 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