Service Manager - Aftersales Market at Frank Management Consult Ltd

Job Summary

Plans and coordinates service activity to meet customer requirements and to maximise utilisation and profitability of the service department.

Roles& Responsibilities:

• Administer the warranty policy in the best interests of the customer, dealership and manufacturer
• Analyze current procedures and identifies opportunities to enhance facilities and improve the customer experience while maximizing profitability and quality of workmanship
• Assist the Dealer Principal to formulate service strategy and policy
• Create and initiates service marketing plans, initiates and implements advertising and promotional activities
• Develop the technical skills and workmanship of the team to continually improve the quality of customer service and satisfaction
• Ensure all administration is completed accurately and on time, reviews administrative procedures and reporting systems to identify and implement improvements
• Ensure maintenance of tools, equipment and operating areas, ensuring compliance with legislation
• Ensure the Service team adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people, vehicles and property at all times reporting any known faults or hazards
• Ensure the Service team works closely with Sales, Parts and Administration colleagues to deliver outstanding customer service
• Establish and monitor the team’s training requirements to ensure the required level of skill and expertise is achieved  
• Facilitate jobs within the agreed maintenance programme ensuring no jobs are delayed due to equipment failure
• Formulate and implements action plans to increase service sales
• Implement performance management and develops the team to improve performance
• Maintain profitability through periodic review and assessment of pricing policy, labor rates and fleet discounts
• Maintain workshop and body shop productivity records to monitor the effective use of labor
• Manage day to day operations of the Service department
• Manage system to record all lost sales, reviews regularly and takes appropriate action
• Maximize sales of parts and labor to franchise and non-franchise customers
• Maximize service opportunities to meet sales and profit targets
• Motivate the team to achieve sales and profitability targets
• Represent the Dealership and builds strong relationships with manufacturers, suppliers and statutory representatives
• Selects and appoints new team members including apprentices and ensures they are equipped with the required skills and training
• Works with colleagues and other teams across the Dealership to deliver improvements and provide a seamless service to customers

Minimum Qualifications:

• Degree in Engineering. Postgraduate degree would be an added advantage
• Effective team builder - Proven ability in team leadership. Able to demonstrate success in developing & leading team. Cross functional Team management
• Essential skills; Excel, analytical, attention to detail and Auto line knowledge desirable
• Role model who accelerates Inchcape’s behavioural performance drivers
• Role model who accelerates Inchcape’s behavioural performance drivers
• Strong influencing skills
• Strong value and behavioural ethos. Strong Integrity and wins the trust and confidence of others
• Team focused leader