Service Manager

SUMMARY:
Our well know vehicle dealer client based in Durban is in search of an experienced Service Manager to manage a small dealership doing about 10 cars per day. Salary bracket R25 000 – R28 000 - depending on experience

POSITION INFO:

Our well know vehicle dealer client based in Durban is in search of an experienced Service Manager to manage a small dealership doing about 10 cars per day.

Salary bracket R25 000 – R28 000 - depending on experience

Position Overview

The purpose of the position is to manage an organised and profitable service department; delivering high quality service and focused on customer satisfaction. Responsible for mentoring and leading all departmental staff.

Specific Role Responsibilities Key Duties and Responsibilities:
• Drive the achievement of productivity, efficiency and customer service level index goals and objectives.

• Manage a profitable workshop against budget, including analyzing workshop performance data e.g. productivity of technical staff, labour rates, efficiency of workshop, expense monitoring and control etc.

• Manage escalated workshop (technical) problems accordingly, including: o Escalation of technical/ product related issues to OEM SA. o Ensuring continuous support and guidance to technical staff throughout technical problem-solving stages. o Ensuring future corrective action plans to address various technical problems are implemented.

• Ensure accurate workshop capacity planning according to productive and available staff is done.

• Control (WIP) work in progress on all vehicles in the workshop daily to maintain an acceptable level, and manage end-to-end throughput, maintaining awareness of the status of all vehicles.

 • Achieve industry leading standards of customer care, process efficiency and cost control.

• Exceed all targets and labour sales objectives through efficient workshop operations management.

• Ensure efficient equipment and asset control, and administration processes.

• Ensure the highest level of customer satisfaction, service level achievement, and customer retention.

• Responsible for the annual budget of Service Department.

• Manage risk (financial and non–financial) within department.

• Ensure compliance with OEM and business policies and processes, as well as adherence to relevant workshop operating procedures and practices.

• Maintain good housekeeping within department, including ensuring compliance to OEM SA’s CI guidelines within the department.

• Manage and improve environmental, health and safety standards.

• Conduct departmental meetings and general aftersales meetings to ensure effective communication.

• Manage training of all service staff.

• Lead, manage, attract, retain, appraise and develop staff.

Qualifications and Experience

Experience Required:

• A minimum of 10 years’ relevant technical motor industry experience is essential.

• A minimum of 5 years of relevant workshop management experience in the motor industry.

Minimum Qualification/s Required:

• Senior Certificate (Grade 12) or equivalent NQF 4 qualification.

• Relevant OEM service manager certification required.

• Recognised Motor Trade plus N6 or Technical Diploma (NQF6+), or other relevant industry related qualification (or working towards) – highly desired.

• Recognised Management Diploma or Certificate – highly desired.

• Qualified Motor Technician (A-certification) – an advantage. Other Requirements:

• Valid, unendorsed driver’s license and the ability to competently and legitimately drive.

• Computer literate

• An effective understanding of financial principles, including budgeting and forecasting.

• An effective understanding of relevant technology and systems.

• An effective understanding of the Environmental and Occupational Health & Safety Acts.

Skills and Personal Attributes Skills and Expertise Required:

• Have sound communication skills in English and language commonly spoken in the area (speak & write).

• Interpersonal competence; effective at working with people and building relationships.

• Technical, mechanical insight and experience.

• Business orientated thinking and resource management; basing decisions on business implications and KPI’s, focusing on cost-benefit considerations and handling resources in a sustainable manner.

• Good financial acumen.

• Systems oriented.

• People management competence, including performance management and employee development & motivation.

• Problem solving and motor vehicle fault finding skills.

• Delivering results and meeting customer expectations.

• Coping with pressure

• A team player

• Motivation to perform and achieve results; focusing on solutions and measurable results, strives for outstanding performance and sets challenging goals.

• Valuing Diversity

• Conflict resolution Personal Attributes:

• Committed

• Initiative

• Self-managed and resilient

• Adaptability

• Someone who values and builds relationships.

• Alignment with the brand; acts as an ambassador for the brand and passionate about the products.

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