Service Manager – Westlands Branch at CFAO Motors Kenya limited (Formerly Toyota Kenya)

Service Manager – Westlands Branch

We are seeking to recruit a Service Manager who will report to the Branch Manager.

The idea candidate will be 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.

The main responsibilities include;

1. Managerial/Supervisory
2. Implement service operational strategies to achieve set targets through continuous progress monitoring
3. Monitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocated
4. Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customers
5. Track and analyse key performance indicators to understand performance status and provide countermeasure where there are gaps
6. Build healthy relationship with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operations
7. Mentor and coach Service staff and recommend them for scheduled trainings to improve their skills

Operational Responsibilities

1. Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delays in the section
2. Resolve critical customer complaints to mend broken trust and enhance customer retention
3. Monitor daily service sales to 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 guidelines to eliminate risks associated with noncompliance with Anzen regulations
5. Review work flows to increase the productivity of the Service team
6. In collaboration with the marketing team, implement marketing activities relating to services available to grow sales and create awareness

Knowledge/Skills & Experience required to perform effectively

1. Bachelors’ Degree in Mechanical Engineering (automotive option) or a business related degree accompanied by a Diploma/Higher Diploma in Automotive Engineering
2. 8 years of experience in a motor vehicle workshop with a minimum of 3 years in a supervisory position in an organisation of similar size and complexity
3. Product and Technical knowledge of motor vehicles
4. Computer literate
5. Customer oriented, supervisory and leadership skills, interpersonal and a person with high level of professionalism.