JOB OBJECTIVE
The Service Manager is responsible for managing the workshop team (Workshop supervisors, service advisors, administrative officer & warranty officer) for the brand under responsibility to increase mechanical workshop revenue and customer satisfaction. Provide top quality services to customers.
RESPONSIBILITIES AND DUTIES
- Manage all technical & service operations & responsible for key technical decisions for the brand.
- Construct the operational budget and follow it up.
- Send periodic reports as requested by the manufacturer.
- Set required actions to avoid parts supply disruption and set regular meetings with the parts department to build cooperation.
- Manage customer conflict.
- Motivate and engage team members.
- Monitor closely the attendance of all technicians and service staff and manage leaves.
- Define individual training programs to gain required skills and increase their competency, includes giving in-house trainings and trainings delivered online and at the manufacturer training center.
- Follow up and report monthly training hours.
- Manage workshop tools and equipment, including purchase, maintenance, and regular inventory check.
- Recruit and integrate new employees.
- Ensure that all warranty processes are being followed as per brand Global Warranty Manual.
- Launch & monitor all campaigns and order required parts.
- Liaise with Brand Manager and Marketing team to develop marketing strategies.
- Manage performance of team members, including objective settings, performance review, improvement plans, disciplinary program.
- Apply all Health & Safety protocols, including electric vehicles and high voltage systems.
- Perform weekly or Bi-weekly Stand-up meeting to ensure all updates or new information concerning internal operations, HR Information or Brand information is shared among all team members.
QUALIFICATIONS & EXPERIENCE
- At least 5 years of relevant work experience.
- At least 3 years of team leadership/management.
- Good Computer skills (Microsoft).
- Knowledge of DMS is an advantage.
- Diploma or min HSC + strong experience & certifications.
- Fluent in French/English (reading, writing).
