Service Manager

About This Role

JOB PURPOSE

Lead & manage service department for Western Motors to achieve set revenue and customer service targets in line with company policies and guidelines. Develop service strategy; ensure smooth functioning of activities and optimum resource utilization. Communicate with the Principal and assume profit & loss responsibility for the department to maximize business revenue and achieve profits.

Key Accountabilities:

• Strategy & Planning: Develop service strategy for the financial year to set measures and targets in line with aftersales strategy. Ensure proper communication flow within the department, in order to maximize efficiency and high service levels. Maximize department’s profitability through sale of service contracts, labor hours, and associated products through workshop.
• Operations: Monitor and control operational efficiency at all levels from service reception to work shop for activities ranging from managing stock levels, availability, value of parts & tools, original equipment and special tools. Monitor service levels and optimum utilization for service bookings. Regularly train users, process improvement, investigate, resolve issues and ensure compliance to Principal’s standards. Ensure compliance to policies, procedures, processes, authority matrix, dealer management system and various quality standards set by various Principals.
• Customer Satisfaction: Review Customer Satisfaction Index (CSI) scores, analyze, understand root causes and develop action plans to ensure performance improvement and increased customer satisfaction.
• Marketing: Actively participate in the preparation of annul marketing plans (initiatives/campaigns). Execute approved plans for the purpose of enhancing brand recognition, increasing sales and meeting targets. Constantly monitor performance against competition. Highlight issues/opportunities, recommend and implement counter strategies to ensure competitive position is maintained.
• Relationship Management: Establish and maintain strong working relationships with other Automotive sister Companies, Principal, passenger car - service management in the Group on matters related to training, promotional activities, pricing, strategy, business development, cross selling opportunities to ensure smooth flow of operation
• Team Management: Conduct regular performance reviews, coach, counsel, provide support and necessary tools. Create and ensure implementation of training plans and programs to enable team to accomplish their tasks efficiently. Coordinate with the HR department/ senior manager for recruitment (internal/external) as required.

Qualification:

• Bachelor’s Degree in Electrical, Mechanical Engineering or equivalent.

Experience:

• 8 – 10 years of minimum experience in automotive workshop and service industry; out of which 3 years should be on managerial level.