WORKSHOP MANAGER

WORKSHOP MANAGER 

MAIN PURPOSE OF THE ROLE:
 Manage an organised and profitable service and parts department.
 Delivering high quality service and is focused on customer satisfaction.
 Ensure effective parts availability through process management and accurate
stock control to achieve profitability.
 Ensure dealership Aftersales objectives are achieved.
 Responsible for mentoring and leading all departmental staff.
KEY REQUIREMENTS:
 Grade 12 - Senior Certificate
 Computer literate - (Office suite)
 Driver’s license
 2 years Motor Dealership experience
 2 years Inventory warehousing and distribution experience
QUALIFICATIONS:
 Qualified Motor Technician (A – certification)
 Management diploma
 Managerial experience within the Motor Dealership Industry
 An effective understanding of financial budgeting principals
 An effective understanding of 2000/2010 electrical technology (i.e. boardnet)
 An effective understanding of the Occupational Health and Safety Act. 1993

KEY PERFORMANCE AREA TASKS KEY PERFORMANCE
INDICATOR
Compile and implement
a marketing plan
 An effective understanding of market
research
 Conducting regular market research
 Identify potential customers in Dealer
Area of Responsibility
 Conduct a SWOT analysis
 Conduct a competitor analysis
 Compile a marketing plan
 Communicate completed plan to all
departmental staff
 Ensure follow up of marketing plan
 Ensure parts display area is clean and tidy
 Ensure parts display area stock is current
 Ensure correct pricing is indicated
 Marketing plan
presented
 Adhering to company
requirements
 Promotions program
Manage escalated
workshop (technical)
problems accordingly (in
the case of no Foreman /
Team Leader)
 Provide consultation to technicians
regarding unresolved technical problem
(if unresolved)
 Consult with technical department
 Escalate technical/product related issues.
 Ensure continuous support and guidance
to technical staff throughout technical
problem identifying stages
 Ensure future corrective actions plans to
various technical problems are
implemented
 Ensure customer is informed off all work
done on vehicle via (Service Advisor,
Foreman)
 First time fix (no
comebacks)
 CSI
Ensure accurate
workshop capacity
planning according to
productive and available
staff is done
 Ensure all customer appointments are
scheduled in advance by Receptionist /
Service Advisor
 Ensure all appointments are confirmed the
day before by Receptionist / Service
Advisor
 Ensure customers who didn’t arrive at
appointed time are re-scheduled by
Receptionist / Service Advisor
 Ensure adequate allowance is made for
‘walk – ins’ / transient customers by
capacity planner
 Daily Report from DMS
(Dealer Management
System)
 BSI or manual
appointment system

Control (WIP) work in
progress on all vehicles in
the workshop daily to
maintain an acceptable
level
 Monitor the capturing of all vehicle details
on workshop tracking system by aftersales
staff (i.e. Service Advisor, Receptionist)
 Ensure all cash sales (i.e. expired
Warranty/Maintenance plan) are
recorded accurately and processed
 Ensure that regular, updated feedback on
all work done on vehicles is
communicated to customer via Service
Advisor
 Ensure all problems of vehicles on daily
WIP are attended to speedily
 Ensure workshop throughput is accurately
monitored
 Assist with any delay in throughput in the
workshop
 Manage wash bay throughput and be
aware of all motor / marine status
 Outstanding cash
report
 Spot checks of job
card details accuracy
 Daily WIP report
Responsible for annual
budget of Service and
Parts Department
 Gathering relevant information (i.e.
performance data of technical staff,
labour rates, product targets etc)
 Ensure all expenses are monitored and
controlled
 Analyse efficiency of workshop
 Analyse staff productivity vs. target
 Set new targets
 Submit budget timeously
 Achieved labour sales
target
 Achieved expense
target
 Budget submitted
timeously
Manage a profitable
workshop against budget
 Ensure workshop is loaded according to
productive and available staff (i.e. labour
sales) by capacity planner/workshop
foreman/Aftersales consultant
 Control workshop productivity (i.e. hours
worked / hours sold) and efficiency (i.e.
flat rate time with actual time – if no
Foreman / Team Leader)
 Ensure optimum workshop profitability, if
under booked (i.e. pre-delivery service on
all new bikes / marine- if no Foreman /
Team Leader)
 Ensure all specialized workshop
equipment is in workable condition (i.e.
lifts, special tools, complete tool boxes etc
- if no Foreman / Team Leader)
 Review all allocating hours clocked on all
job cards to hours sold (i.e. profitability)
 Monitor and communicate staff target
achievements and implement corrective
action plans
 Daily Report from DMS
(Dealer Management
System)
 DLCC (Daily Labour
Control Cards) /
Electronic Clocking
 Accurate job cards
 Calibration
certificates
 Dealer Support
Manager Audit

Responsible for Internal
Workshop Reports and
processes
 Ensure attendance register for workshop
staff is completed accurately
 Ensure time and efficiency report is
completed accurately
 Ensure timeous and accurate completion
of relevant reports as per company
requirements
 Assess incoming reports from the
company and implement corrective
action
 Manage daily budget as per productive
and available staff
 Manage all comeback job cards and
work in progress (WIP) as priority
 Measure productivity and efficiency
 Monitor sampled costing job cards for
clocking time and accuracy
 Daily technician
budget report
 Workshop productivity
charts
 Dealer Support
Manager report
 DMS (Dealer
Management System)
 Random checks
 Internal audit report
Ensure Profit Target
achievement and update
data supplied
 Ensure daily follow up on all sales vs.
target
 Identify invoices sold below target GP and
follow up on reasons
 Manage all expenses accurately
 Ensure that receiving and dispatch areas
are secure and supported by appropriate
administrative procedures
 Ensure all outstanding payments does not
exceed specified time period
 Receive information from the company
supersession’s, parts prices, daily stock
order)
 Implement the necessary action plans as
per report
 Monthly Management
Report
 Internal budget
achieved
 Achieved GP%
 Daily Operating
Control (DMS)
 Accuracy of
information
Manage Inventory
 Ensure stock levels are optimal
 Ensure an up to date register with status
details of unavailable parts that directly
result in workshop carry-overs
 Review daily stock orders
 Submit daily stock orders timeously
 Ensure ordered parts are received
 Ensure efficient process is in place to
receive, distribute all emergency orders
 Follow up on parts shortages and
discrepancies
 Control RFC’s (return for credit)
discrepancies, claims within the company
network parameters
 Ensure perpetual and annual stock counts
are conducted timeously and accurately
 Identify and accurate tracking of all lost
 AVO’s (avoid verbal
orders)
 Daily and monthly
report
 Month-end
obsolescence report
 Stock adjustment
report
 Stock ageing analysis
report
 Adherence to
ordering process
 Stock turn
 Perpetual stock count
with minimal
adjustments

ESSENTIAL COMPETENCIES:
 Planning & Organising
 Delivering Results & Meeting Customer Expectations
 Leading & Supervising
 Working with People
 Entrepreneurial & Commercial Thinking
 Coping with Pressure & Setbacks
 Deciding & Initiating Action
 Relating & Networking
 Following Instructions & Procedures
 Achieving Personal Work Goals & Objectives
 Adapting & Responding to Change