Service Manager

3 months ago

Midrand, South Africa Flink Recruitment Full time
Job Summary: The Service Manager is responsible for overseeing and managing the service department within an automotive dealership, ensuring high levels of customer satisfaction, operational efficiency, and adherence to OEM standards. The role includes managing warranty, parts, aftersales, and technical departments. The ideal candidate will have extensive experience in the automotive industry, a deep understanding of OEM requirements, and the ability to lead a team to deliver exceptional service experiences.
Key Responsibilities:
  1. Customer Service Management:
    • Ensure high levels of customer satisfaction by addressing customer complaints and inquiries promptly and effectively.
    • Develop and implement strategies to enhance customer service and retention.
  2. Operations Management:
    • Oversee the daily operations of the service department, ensuring efficient workflow and productivity.
    • Manage service schedules, ensuring timely and accurate completion of service tasks.
    • Ensure compliance with OEM service standards and guidelines.
  3. Team Leadership:
    • Recruit, train, and supervise service department staff, including technicians, service advisors, and support personnel.
    • Conduct regular performance reviews and provide coaching and development opportunities.
    • Foster a positive and collaborative team environment.
  4. Quality Control:
    • Implement and monitor quality control processes to ensure all services are performed to the highest standards.
    • Conduct regular audits and inspections to maintain compliance with OEM requirements.
  5. Financial Management:
    • Develop and manage the service department budget, including forecasting and controlling expenses.
    • Monitor and analyze financial performance, implementing strategies to achieve financial targets.
  6. Inventory and Parts Management:
    • Oversee inventory levels of parts and supplies, ensuring availability for service tasks while minimizing excess stock.
    • Establish relationships with OEM parts suppliers to secure favorable terms and timely delivery.
    • Coordinate with the parts department to ensure timely and accurate parts availability for service tasks.
  7. Warranty Management:
    • Oversee the administration of warranties, ensuring accurate processing and compliance with OEM warranty policies.
    • Handle customer warranty claims efficiently, providing clear communication and resolution.
    • Maintain detailed records of all warranty transactions and submissions.
  8. Aftersales Management:
    • Develop and implement aftersales strategies to drive customer loyalty and repeat business.
    • Coordinate with the aftersales department to ensure seamless integration of service and sales functions.
    • Monitor aftersales performance and implement improvements as necessary.
  9. Technical Department Management:
    • Supervise the technical department, ensuring technicians are trained and equipped to perform high-quality service and repairs.
    • Stay updated on the latest automotive technologies and tools, ensuring the technical department is equipped with the necessary resources.
    • Implement new technologies and processes to improve service efficiency and quality.
  10. Compliance and Safety:
    • Ensure compliance with all safety regulations and environmental standards.
    • Implement safety protocols and conduct regular training to ensure a safe working environment.
Qualifications:

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