SERVICE MANAGER - Heavy commercial trucks

SUMMARY:
The Service Manager is responsible for developing and implementing service standards that will ensure exceptional customer service within the service workshop.

POSITION INFO:
The responsibilities of the Service Manager include the following tasks BUT NOT LIMITED TO:

• Manage all Truck Services and ensure an excellent service is delivered as per company policies.  
• Carry out regular Service and Warranty Audits on all vehicles still under cover.
• Report to finance department in advance the cost off all service costs coming up a month in advance.
• Carry out monthly mileage checks, analysis of fast-moving parts and problematic parts and send reports to the finance department.
• Manage all Warranty Issues / Problem solving.
• Daily Dealer communications on service levels
• Maintenance Agreement audit and compliance.
• Gather crucial information and provide management with feedback on common issues / problems faced across product range.
• Compile Monthly/ quarterly reports to head office.
• Provide analysis on serviced trucks and problems encountered for improvements.
• Handle all mechanical and technical issues and escalate with head office for improvements.

• Conduct client/ dealership/mechanics training sessions to transfer knowledge as updates are received.
• Implement policies / procedures and assist with building a robust service and warranty system.

• 5 – 8 years experience in a workshop Manager Management Role within a commercial Vehicle workshop
• Min. 10 Years of technical experience in the commercial vehicle industry
• Qualified diesel Technician/Mechanic
• Sound electrical and mechanical knowledge. 
• Willing to travel country-wide and international travel may be required for product training.
• Valid Unendorsed Driver’s License- Code 1.
• Excellent Technical abilities and problem-solver/solutions driven
• Must have a proven track record of leading a team of qualified truck mechanics
• Experience as a sound Assessor is necessary to advise on service and the validity of warranty claims. 
• Experience in collaborative working relationships with the various stake holders.
• Clear and concise communication skills in English due to potential language barriers.
• Patient and able to work with staff with limited English proficiency.
• Should be a suitable culture fit, ideally someone that has working experience within a company with a Chinese Culture