Service Manager at CFAO Motors Kenya limited (Formerly Toyota Kenya)

Reportsto: Work station:
Branch Manager Kisumu
Direct Reports: Indirect Reports:

1. Service Advisors
2. Workshop Supervisors
3. Service Administrator
   1. Quality Controller
   2. Technician
   3. SST& consumablesstore clerk

JOB PURPOSE

The Service Manager position is responsible for the coordination of service operations to ensure timely and quality delivery of service to customers, compliance with Anzen guidelines in the delivery of service, and for the management of the service team for enhanced motivation and performance.

MAIN RESPONSIBILITIES OF THE JOB

1. Managerial/Supervisory
   1. Implementservice operational strategiesto achieve set targetsthrough continuous progress monitoring
   2. Monitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocated
   3. Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customers
   4. Track and analyse key performance indicatorsto understand performance status and provide countermeasure where there are gaps
   5. Build healthy relationship with other departmentsin the branch through communication and exchange of ideasto ensure smooth interdepartmental operations
   6. Mentor and coach Service staff and recommend them for scheduled trainingsto improve their skills
2. OperationalResponsibilities
   1. Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delaysin the section
   2. Resolve critical customer complaintsto mend broken trust and enhance customer retention
   3. Monitor daily service salesto ensure performance is on track as per set targets and introduce action plans when below target
   4. Provide a safe and conducive working environment in line with the Kaizen guidelinesto eliminate risks associated with noncompliance with Anzen regulations
   5. Review work flowsto increase the productivity of the Service team
   6. Study the Voice of customer (VOC) report to understand customer satisfaction levelsthrough Customer Service Index and provide solutions where there are gaps
   7. In collaboration with the marketing team, implement marketing activitiesrelating to services availableMto grow sales and create awareness
3. Report on the performance of the branch under the 3 Ss acrossthe brands, detailing gaps and possible solutions, to ensure all the brandsrepresented in the branch are well informed on the performance in a timely manner

KNOWLEDGE, SKILLS AND EXPERIENCE

• Minimum level of academic and professional qualification required to perform effectively in the role
• Bachelors’ Degree in engineering or other relevant field from a recognised institution.
• Minimum level of experience required to perform effectively in the role
• 5 years of experience in a motor vehicle workshop with at least 2 yearsin a supervisory position

5. WORKING RELATIONSHIPS
Internal customers

1. Management Team – budgeting & performance reporting
2. Parts
3. Sales

External Customers

1. Service Providers – sublets & supplies of consumables
2. Customers – For business opportunities & relationship Building

COMPETENCIES

Technical

1. Financial management to allow one understand the performance of the department.
2. Product & technical knowledge so that one is able to comfortably relate and respond to product issues.
3. Customer service management for relationship with customersto improve retention and acquisition.
4. Computerliteracy
5. Budgeting and forecasting
6. Knowledge of professionalstandards

Functional

1. Report writing- ability to develop reports
2. Presentation skills

Behavioral

1. Ability to work under pressure
2. Negotiation & Conflict Managementskills
3. Interpersonal Skills
4. Leadership and management-ability to lead teams, mentor and coach staff to goal definition and achievement
5. PerformanceManagement
6. Professionalism –maintains a professional approach based on ethics and TKEN values
7. Integrity and honesty and ethics- ensures ethical practices and integrity to ensure TKEN is not exposed to reputational risk
8. Building consensus and influencing-ability to influence various players across all TKEN departments
9. Communication Skills
10. Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
11. Resilience –is able to withstanding strategic and operational challenges and maintain momentum
12. Emotional Intelligence-manages emotionsin a mature and composed manner as expected of a leader