Service Manager Ford Kempton Park

Motus FORD KEMPTON PARK has an opportunity available for a 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 FORD SA.
- 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 FORD SA’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**:

- Relevant Ford experience is highly desired
- 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 FORD brand and passionate about the products.