Duties and Responsibilities of Service Manager are clearly specified below but not limited to:
Responsible on the flow of workshop through Team Leaders concept in a professional, timely manner while ensuring quality repairs
Responsible for managing service level agreements with customers and external service providers.
Possess the ability to lead, motivate, develop and train the whole service team in achieving the goals. Responsible to keep spirits high, recognize and reward hard work, talent and success.
Introduce various motivation concepts to increase labour efficiency.
Suggest ways to improve Service Quality.
Implementation of measures and programs for supporting customers and promoting loyalty.
Fulfilling the customer’s interests/needs in terms of the service quality process. And customizing service process to fulfill customers’ needs.
Monitoring and analyzing the competition in the market, parts and accessories business.
Maximize labour efficiency and workshop profitability
Checking the effectiveness of strategies and operative measures carried out in terms of the cost/benefit ratio.
Planning profits on sales in accordance with targets.
Controlling the Cost and implementing the necessary measures to increase profitability and reduce wastages.
Monthly monitoring and analysis of business results in service:
Planning the personnel budget and an employee structure that adapt it to market demands.
The implementation of customer-oriented working practices for all employees who come in contact with the customer.
The creation of a clear order of command for key positions in service.
Leading, directing, informing and motivating subordinate employees,
The continuous control and evaluation of service staff.
The assurance of optimum cooperation among all employees both within the service department and among all departments.
Ensuring rational organization in service while taking account of the formulated market objectives (Reputation, customer satisfaction and market exploitation) and economic requirements
Managing business and customer satisfaction with scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Determining customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications.
Responsible for supporting and servicing customers in all repairing and maintenance jobs.
Able to set targets to the workshop and frontline staffs, motivate and guide them to achieve the set targets.
Prepare relevant reports and send on time to the management.
Achieve set business and customer satisfaction targets regularly.
Responsible for safety in all areas.
Solve critical cases with the help of team leaders and workshop key staff.
Monitor the performance of each staff, guide and counsel them to improve the productivity.
Ability to conduct audits, meetings and trainings to ensure that all company procedures are followed by all staffs in a daily basis.
Competencies and Skills
• Analytical skills
• Critical thinking
• Collaboration skills
• Good communication skills
• Computer Skills
Minimum of 8 years expereince of the similar role
Operations and performance Analysis
KPI driven and orientated.
Min Four Year tertiary training in field and any Business Qualification ( B Com Etc)