Quickserve Champion at Kendor Consulting

REF: 11-QC201301

Job Outline
To drive the implementation of the ongoing performance improvement of the Quickserve Process at all branch locations.

Responsibilities

• Train and develop Service Advisors, Service Writers, and Shop Foremen in the skills, knowledge, attitude and effort required to consistently execute the Quickserve process well.
• Ensure Senior Distributor Leaders understand basic elements of the Quickserve process and resource dependencies. Keep leadership appraised of performance, issues, and needs.
• Ensure that the quantity and ratio of Service Admin staff to Service technicians at each branch is appropriate for Optimum process performance, and work with Distributor senior leaders to correct related issues
• Monitor key process indicators for each branch on a daily basis to understand process performance, and provide coaching to Service staff as needed to correct problems and improve performance
• Monitor customer feedback from each branch related survey verbatim and trend to understand how process skills and behaviors impacts customer perceptions, and work with branch stuff to improve satisfaction

Education/Requirements

• University, or equivalent degree in Mechanical Engineering or related discipline
• Possession of relevant certification and membership of relevant professional body will confer advantage.
• Minimum of 6 Years of relevant industry experience with at least 2 years in similar position is required.
• MBA and Understanding ability to drive service excellence in related sector will confer distinctive advantage
• Detailed knowledge of Service processes and performance metrics.
• Knowledge of Cummins Product
• Solid understanding of financial concepts (P & L) terms
• Operations & management experience
• Experienced with analytical tools and methods
• Ability to coach and motivate