Service Manager

2 days ago

Johannesburg South, South Africa Bonafide Human Capital Full time

Our well known automotive vehicle dealer client based Johannesburg South currently holds a vacancy for a experienced Service Manager.
The purpose of the position is 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.

Position Overview
The purpose of the position is 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.

Specific Role Responsibilities
Key Duties and Responsibilities:

- 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, efficiency of workshop, expense monitoring and control etc.
- Manage escalated workshop (technical) problems accordingly, including:
Escalation of technical/ product related issues to the specific Brand.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 Service Department.
- Manage risk (financial and non-financial) within 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 department, including ensuring compliance to 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 training of all service staff.
- Lead, manage, attract, retain, appraise and develop staff.Qualifications and Experience Experience Required:

- A minimum of 10 years’ relevant technical motor industry experience is essential.
- A minimum of 5 years of relevant workshop management experience in the motor industry.

Minimum Qualification/s Required:

- Senior Certificate (Grade 12) or equivalent NQF 4 qualification.
- Relevant OEM service manager certification required.
- Recognised Motor Trade plus N6 or Technical Diploma (NQF6+), or other relevant industry related qualification (or working towards) - highly desired.
- Recognised Management Diploma or Certificate - highly desired.
- Qualified Motor Technician (A-certification) - an advantage.
- Other Requirements:

- 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 and Expertise Required:

- 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.
- Alignment with the brand; acts as an ambassador for the brand and passionate about the products.

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