Service Manager (Automotive)

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).
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 fulfill two obligations to the dealership:
- To enable the sales department to utilize customer satisfaction with service to sell new and used cars and financial services.
- To exploit the market potential for Workshop services, Parts and Accessories.
Principal duties:
- To plan the personnel budget and adjusting the workforce structure to market requirements.
- To plan, monitor and control Service department profits.
- To ensure a rational organization in the Service department.
- To exploit the market for Workshop services, Parts and Accessories.
- 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 always present a professional image of the company, the brand and the dealership.
Directives:
- To develop information technology and English skills for personal and professional development.
- To optimize productivity in line with the company guidelines.
- To promote creative customer support ideas put forward by staff.
- To generate additional sales.
- To use Service customer contacts for the benefit of vehicle sales and keep CRM updated.
- 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 conduct staff appraisals as a basis for developing unified quality standards and implementing agreed working methods and conduct.
- To deal with major problems (such as complains, major warranty claims and goodwill cases);
- To cooperate with sales to deliver customer satisfaction.
- To ensure Service department is represented at vehicle handovers (new/used sales).
- To contribute to optimize spare parts stock availability for fast service and customer satisfaction.
- To ensure safety at work and take appropriate measures in case of accident.
- To plan staff training depending on levels of qualification and performance.
- 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 set the targets for the customer satisfaction surveys and the telephone report.
- To protect the customer’s interests in terms of the Service quality process chain.
- To cooperate with other service staff – bodywork and paint – especially in the case of insurance customers repair orders.
- To avoid repeat repairs.
- To develop and implement a customer loyalty strategy.
- To monthly monitor and analyze relevant commercial results in Service and the Key Performance Indicators.
- To monitor and analyze competitors’ products and services in the Workshop, Parts and Accessories business.
- To continuously monitor the attainment of the goals set out and to implement control measures.

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

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Cập nhật gần nhất lúc: 2022-09-10 23:02:04