Service Managers at Global Profilers

Reports to: After Sales Manager

Functions Supervised:
Service Supervisors, Service Advisors, Warranty Officer, Workshop Controller, Trainers

Job Purpose
To control resources at a level commensurate with profit requirements and enhanced customer relations

Main Activities
Maintain standards of performance of the service teams
Effectively lead the service teams by coaching and performance managing the team
To ensure workshop premises, company vehicles, equipment and other assets are controlled and used effectively.

Key responsibilities

• Ensure accurate invoicing, estimating and job costing of all work performed by Service Department.
• To ensure workshop premises, company vehicles, equipment and other assets are controlled and used effectively.
• To ensure all sub-contracted services and materials purchased are controlled and are of a suitable standard and sold at a profit.
• To improve the quality of customer service and retention by enhanced facilities, improved technical skills and effective management.
• To utilize all personal and means at your disposal to ensure that the customer is completely informed at all times about all costs, additional work and work in progress relating to the repairs and service of the customers’ vehicle.
• To ensure all Service Department estimates are submitted to customers as they are required and a record is kept of all estimates supplied to customers.
• To ensure all Service Department Invoices are submitted to customers on collection of all vehicles.
• Ensure all outstanding debts are collected expeditiously.
• Establish training programme in conjunction with the Aftersales Manager and Technical Advisor to update technical staff.
• Establish adequate safety and security procedures to protect customers and company property and company personnel.
• Daily check all workshop equipment is in a safe working condition and suitable condition accuracy for diagnosis.
• Administer warranty policy in conjunction with the Assistant Workshop Manager in the best interests of dealership, manufacturer and customer.
• Ensure correct maintenance and safe operation of tools and equipment by all service department staff. Service literature workshop premises and other materials in the Service Department.
• Monitor all Department warranty claim submissions and requisite credits and take action as required.
• Monitor and control workshop expenses as per management accounts for the service department.

Qualification and Experience:

Expectation/ Qualities

• Technical and engineering qualifications with knowledge and experience
• Ability to control clerical work, administration, organization, systems and financial matters, leadership ability.
• Up-to-date knowledge of vehicle legislation, consumer legislation and trade practices.
• Skills, experience and knowledge of modern business methods and financial control.

Key Skills/ Competencies

Analyse:
Steps back from his/her activities, regularly analyses his/her environment and conditions to achieve success, creates a table of possible scenarios by envisaging different probabilities.

Anticipate and initiate change:
Monitors all trends to identify factors that warrant change and to avoid the need for urgent measures, questions his/her operating methods and quickly identifies areas to be modified, looks for alternative methods to perform more efficiently.

Build, research and act:
Looks for and submits suggestions and recommendations unprompted, takes initiatives when faced with unforeseen situations, decides on relevant innovative solutions in line with circumstances, a proactive person who conquers new fields (markets, activities, missions, etc.).

Communicate and defend an idea:
Clearly and convincingly explains the reasons behind a sound idea, presents solutions that attract support, measures the effect of his/her actions or words on others.

Listen and facilitate understanding:
Clearly sets out the problems encountered, encourages others to express their expectations and concerns while considering the suggestions and remarks made, adopts and summarizes requests made while including them in the action plan.

Value action:
Abides by the lead times agreed, personally checks that his/her activities comply with the efficiency standards applicable to the department/occupation and the commitments made, checks whether his/her targets have been met and aims to exceed targets, makes sure that the client has clearly expressed its requirements to ensure its order are processed as well as possible, keeps the client at the front of his/her mind when talking and acting.

Team work:
Shares information and opinions with team members, aims to share know-how, develops a network of internal and external contacts, is always open to the other members of the organization and resolves conflicts of interest that arise within a group.

Lead a team:
Listens to, respects and is open to other people, explains his/her expectations to others through clear and achievable negotiated targets, makes decisions and choices, assesses and recognizes other people's success, contributes to improving other people's performance.