Service Manager (Automotive)

The Service Manager is a member of the brand Dealership’s Management team. He/she reports directly to the board of directors, in the same way as the Sales or Finance/Admin Managers.
He/she must ensure that the Dealership is presented as the best service provider in its territory. In terms of customer relations this means the focus of all the Service Manager’s efforts must be satisfaction in terms of service quality (Satisfaction Manager).
He/she fulfill two obligations to the dealership:
- To exploit the market potential for Workshop services, Parts and Accessories.
- To enable the sales department to utilize customer satisfaction with service to sell new and used cars and financial services.
Principal duties:
- To place Customer satisfaction at the forefront of all Service activities and to continuously improve Service performance and identify and eliminate weaknesses in operation.
- To ensure a rational organization in the Service department.
- To plan, monitor and control Service department profits.
- To always present a professional image of the company, the brand and the dealership.
- To exploit the market for Workshop services, Parts and Accessories.
- To plan the personnel budget and adjusting the workforce structure to market requirements.
Directives:
- To continuously monitor the attainment of the goals set out and to implement control measures.
- To promote creative customer support ideas put forward by staff.
- To plan staff training depending on levels of qualification and performance.
- To develop and implement a customer loyalty strategy.
- To cooperate with other service staff – bodywork and paint – especially in the case of insurance customers repair orders.
- To deal with major problems (such as complains, major warranty claims and goodwill cases);
- To use Service customer contacts for the benefit of vehicle sales and keep CRM updated.
- To ensure that equipment and facilities are well maintained, up to date, clean and tidy that all technical equipment, tools and other aids are operational.
- To develop information technology and English skills for personal and professional development.
- To set the targets for the customer satisfaction surveys and the telephone report.
- To generate additional sales.
- To cooperate with sales to deliver customer satisfaction.
- To implement customer-oriented working methods and conduct in all employees coming into contact with customers and create a clear system of tasks assignment for key positions in Service.
- To monitor and analyze competitors’ products and services in the Workshop, Parts and Accessories business.
- To ensure safety at work and take appropriate measures in case of accident.
- To avoid repeat repairs.
- To ensure Service department is represented at vehicle handovers (new/used sales).
- To protect the customer’s interests in terms of the Service quality process chain.
- To monthly monitor and analyze relevant commercial results in Service and the Key Performance Indicators.
- To conduct staff appraisals as a basis for developing unified quality standards and implementing agreed working methods and conduct.
- To contribute to optimize spare parts stock availability for fast service and customer satisfaction.
- To optimize productivity in line with the company guidelines.

The Service Manager is orientated towards the five Audi self-perception attributes:
- Success-oriented manner
- Passionate manner
- Responsible manner
- Human and fair manner
- Spirited manner
Bachelor&039;s Degree in automotive, engineering pedagogy, Polytechnic or equivalent level of professional training.
Good social skills including Communication and rhetorical skills; Conflict management; Cooperation; and Willingness to learn and change.
Minimum of 5 years experience in the Automotive or related industry; at least 3 years of relevant experience in Management.
Good problem solving skills.
Product knowledge.

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Cập nhật gần nhất lúc: 2022-08-23 22:02:04