Service Manager

Our well know automotive vehicle dealer client based in Pretoria currently holds a vacancy for an experienced Service Manager.

Job Description:
This position will be suited to an experienced person who has the ability to manage an organised and profitable service department; delivering high-quality service and focused on customer satisfaction. Responsible for mentoring and leading all departmental staff, ensuring that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction.

Position Overview

Specific Role Responsibilities
The responsibilities of a Service Manager include the following tasks:

• Drive the achievement of productivity,
  efficiency, and customer service level index
  goals and objectives.
• Manage a profitable workshop against budget,
  including analyzing workshop performance
  data e.g. productivity of technical staff, labour
  rates, the efficiency of the workshop, expense
  monitoring, and control, etc.

• Manage escalated workshop (technical)
  problems accordingly, including:

• Escalation of technical/product-related issues
  to the Brand Headoffice.

• Ensuring continuous support and guidance to
  technical staff throughout technical problem
• solving stages.
• Ensuring future corrective action plans to
  address various technical problems are
  implemented.
• Ensure accurate workshop capacity planning
  according to productive and available staff is
  done.
• Control (WIP) work in progress on all vehicles
  in the workshop daily to maintain an
  acceptable level and manage end-to-end
  throughput, maintaining awareness of the
  status of all vehicles.
• Achieve industry-leading standards of
  customer care, process efficiency, and cost
  control.
• Exceed all targets and labour sales objectives
  through efficient workshop operations
  management.
• Ensure efficient equipment and asset control,
  and administration processes.
• Ensure the highest level of customer
  satisfaction, service level achievement, and
  customer retention.
• Responsible for the annual budget of the
  Service Department.
• Manage risk (financial and non-financial)
  within the department.
• Ensure compliance with OEM and business
  policies and processes, as well as adherence
  to relevant workshop operating procedures
  and practices.
• Maintain good housekeeping within the
  department, including ensuring compliance
  with Brand’s CI guidelines within the
  department.
• Manage and improve environmental, health,
  and safety standards.
• Conduct departmental meetings and general
  aftersales meetings to ensure effective
  communication.
• Manage the training of all service staff.
• Lead, manage, attract, retain, appraise and
  develop staff.

Qualifications and Experience
Minimum Qualifications and Experience needed:

• Senior Certificate (Grade 12) or equivalent
  NQF 4 qualification.
• 5+years’ Experience as a Service Manager
• Recognised Management Diploma or
  Certificate - an advantage.
• Qualified Motor Technician - an advantage.

Other:

• Valid, unendorsed driver’s license and the
  ability to competently and legitimately drive.
• Computer literate
• An effective understanding of financial
  principles, including budgeting and
  forecasting.
• An effective understanding of relevant
  technology and systems.
• An effective understanding of the
  Environmental and Occupational Health &
  Safety Acts.

Skills and Personal Attributes

Skills:

• Have sound communication skills in English
  and language commonly spoken in the area
  (speak & write).
• Interpersonal competence; effective at
  working with people and building
  relationships.
• Technical, mechanical insight, and experience.
• Business orientated thinking and resource
  management; basing decisions on business
  implications and KPI’s, focusing on cost
• benefit considerations, and handling
  resources in a sustainable manner.
• Good financial acumen.
• Systems oriented.
• People management competence, including
  performance management and employee
  development & motivation.
• Problem-solving and motor vehicle fault
• finding skills.
• Delivering results and meeting customer
  expectations.
• Coping with pressure
• A team player
• Motivation to perform and achieve results;
  focusing on solutions and measurable results,
  strives for outstanding performance and sets
  challenging goals.
• Valuing Diversity
• Conflict resolution

Personal Attributes

• Committed
• Initiative
• Self-managed and resilient
• Adaptability
• Someone who values and builds relationships.

Job Type: Permanent

Salary: From R20,000.00 per month

Experience:

• Service Management: 5 years (required)