Job Purpose
To manage the process of optimising resources to meet agreed team targets. To ensure customer requirements are handled effectively and communicated in an effective manner to other members of the team. To manage the individual performance of the team members. To assist management in managing the workshop performance. Opening and invoicing job cards on timely manner. To provide the customer internal/external interface with the workshop, ensuring the communication flow is accurate and timely. To upsell Protech and Smart repair services to customers increasing the profitability of the PROTECH.
Accountabilities
Strategic & Planning
Manage financial achievements of the assigned team
Ensure training requirements of the team are addressed & resolved in a timely manner
Reporting to Operation Manager as defined in reporting structure
Assist service Management in planning
Team Management
Monitor team and individual efficiencies to ensure key performance indicators are met.
Directly manage the performance of assigned Foremen and Quality Controllers
Plan the distribution of work amongst the team utilising the available skills mix.
Manage liaison between workshop and service reception on customer vehicle progress.
Ensure understanding and adherence to the Brand Service requirements and customer satisfaction indicators.
Develop, guide, direct, motivate and manage the performance of all direct reports in line with the Performance Management System to assist in the realisation of their potential and to enhance their knowledge-based skills.
Pro-actively communicate with customer, to ensure they understand all work required, the timescale involved and deal with any concerns and complaints.
Warranty
Identify any work required that is covered by the warranty process, ensure all documentation is complete and coordinate with warranty department.
Operational
Responsible for daily work load management of the assigned team
Resolve customer issues in line with the PROTECH standard and customer expectation.
Manage any necessary liaison with Manager regarding customer dissatisfaction.
Maintain safe working practices and abide by the working rules and Dealer standards
Manage workshop standards in line with the core service process and principal requirements.
Develop trainee Technicians by supporting their on-the-job training, passing on expertise and best practice.
High technical skills to be able to assist in resolving complicated diagnosis jobs as required
Personal Development
Practice personal continuous improvement by attending any relevant courses, assimilate information provided on new product lines and develop an understanding of the latest technology as it applies to servicing.
Arrange an annual appraisal with your line manager in accordance with the company’s appraisal process.
Organise and attend regular staff meetings, using them as a basis for the communication of any ideas for improvement in processes or cost savings.
Key Performance Indicators
Achievement financial team target
% of cars that are come back jobs
Customer Satisfaction Index
Controlling in and out of the parts.
Maintain time management and Quality.
Education/Qualification, Skills, Competencies and Experience
Identify the recruitment specifications needed to perform this job at fully-acceptable level
Education/Qualification
Automotive Diploma
Basic manufacturers training completed successfully
Advanced manufacturers training completed successfully
Expert/Master Technician training completed with any manufacture or generic
Experience (experience required for the job)
1 – 3 year experience in a European Brand Service Centre
3 years specific brand experience
1-3 years Supervisor/Management experience
Skills (general job knowledge & skills)
Excellent Understanding of English / communication skills
solid Computer Knowledge
Leadership Skills
Diagnostic skills
Basic organizational & strategic skills
Advanced Customer Service Skills
Valid UAE driving licence