Service Manager

Our busy motor dealer client in Durban is looking to employ an experienced and qualified African Service Manager.

Core purpose of the role

The core purpose of this position is to manage the service team in order to ensure customer retention and satisfaction in the repair, servicing and maintenance of vehicles while maintaining profit margins. To be successful in the role, you will be an inspiring leader, be target driven and excel at building trusting relationships, both with employees and clients. You will have a strong understanding of customer expectations and will have a passion for customer service.

Key deliverables and outputs
• Reporting to the Dealer Principal, you will:
• Analyse the SA motor market and dealer
operations, ensuring that you take your team
to the top 25% within the industry
• Manage the Service Department’s financial
performance
• Manage service operations to satisfy
customer needs, exceeding customer
expectations
• Manage the vehicle repair order process to
ensure efficiency and effective processes
• Use company & franchise systems &
procedures
• Market the department by developing and
implementing a service department
customer satisfaction and retention plan.
• Recruit and select people against the job
specifications and within the relevant
policies of the Company, using fair, objective criteria.
• Manage the development and performance
of staff.
• Lead the team to develop and maintain
positive working relationships and reach
objectives.
• Embrace the company''s business philosophy
through values based management
principles. Manage the physical resources,
such as tools and equipment.

Internal customers
• All Business units; All support functions;
  Finance

External stakeholders
• Customers; Suppliers; OEM

Overview: Essential individual competencies to be successful in the job

Academic qualifications

Essential:

• A Mechanical Engineering diploma or
  degree will be an advantage

Note:
• Unendorsed driver’s license
Work experience

Essential:

• Three to Five years’ experience in the field in
   a management capacity
• Experience in a commercial environment will
   be an advantage

Knowledge

Essential: Skills

Essential:
• Understanding of, and proven ability to
   achieve financial benchmarks and targets
• Concern for risk management, key control,
  asset management
• Knowledge of Kerridge, CRM systems and
   service process procedures
• Product knowledge
• People management skills
• Decisiveness
• Ability to build relationships
• Ability to network and manage relationships
• Ability to handle stress
• Time management
• Attention to Detail

Personal Attributes

Essential:

• Engaging and persuasive communication
   style
• Professional interpersonal interactions
• Concern for standards and safety
• Strong drive to ensure quality workmanship
• A strong drive to create value for the
  customer
• Proactiveness
• Adherence to policies and procedures
• Assertiveness