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
