Service Manager

1 week ago

Cape Town, Western Cape, South Africa Bonafide Human Capital (Pty) Ltd Full time

Our passenger dealer client based in Cape Town currently holds a vacancy for an experienced Service Manager.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, ensure that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction.Position OverviewSpecific Role ResponsibilitiesThe 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'S H/O.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 the 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 ExperienceMinimum Qualifications and Experience needed:Senior Certificate (Grade 12) or equivalent NQF 4 qualification.5+years' Experience as a Service ManagerRecognised Management Diploma or Certificate – an advantage.Qualified Motor Technician – Mandatory.Other:Valid, unendorsed driver's license and the ability to competently and legitimately drive.Computer literateAn 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 AttributesSkills: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 pressureA team playerMotivation to perform and achieve results; focusing on solutions and measurable results, strives for outstanding performance and sets challenging goals.Valuing DiversityConflict resolutionPersonal AttributesCommittedInitiativeSelf-managed and resilientAdaptabilitySomeone who values and builds relationships.Alignment with the brand Service

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