Workshop Manager - Durban

Key Responsibilities

• Oversee team productivity and workshop operations to meet agreed Group standards.
• Plan staff leave, training, and other 'non-productive' time strategically to minimise impact on productivity.
• Motivate and inspire team members to achieve optimal results.
• Ensure accurate booking and effective utilisation of workshop hours.
• Manage scheduling, workflow, and task allocation to technicians efficiently.
• Monitor repair quality, ensuring strict adherence to manufacturer specifications.
• Provide timely and precise quotations to clients.
• Minimise waste within the workshop environment through effective monitoring.

Human Resources

• Establish and maintain performance agreements for all team members.
• Conduct performance management reviews at scheduled intervals: monthly for probationary staff and quarterly for permanent employees.
• Develop and implement training and development plans for all team members.
• Maintain 'skill mix' ratios in accordance with agreed standards.
• Implement and monitor performance-based incentive schemes in consultation with the National Workshop Manager.
• Adhere to Group manpower policies consistently.
• Conduct regular staff meetings and feedback sessions at least monthly, ensuring the Employee Satisfaction Index (ESI) remains satisfactory.
• Enforce discipline and uphold standards to maintain a positive, inclusive team environment.
• Ensure staff comply with road traffic regulations and that employees operating company vehicles hold current driving licences.

Compliance and Safety

• Ensure the workshop complies fully with health and safety regulations.
• Maintain comprehensive records for audits and inspections, in accordance with OHS requirements, covering all equipment, products, and work environments, as well as inspection sheets per RMI/MIWA criteria.
• Implement environmental and waste disposal protocols rigorously.
• Keep accurate records of waste disposal certificates.
• Ensure fire marshals and first aiders are appropriately trained and their certifications remain current.
• Maintain records for all firefighting equipment.
• Ensure fire drills and evacuation plans are established, maintained, and regularly reviewed.

Customer Service and Satisfaction

• Respond promptly and effectively to customer needs and resolve complaints professionally and respectfully.
• Maintain a 'first time right' policy for repairs, keeping accurate records of breakdowns and analysing results to identify areas for improvement.
• Enhance and sustain customer service index scores to meet agreed standards, minimising vehicle downtime.
• Accurately assess customer requirements and take appropriate action.
• Provide clear and precise quotations when requested.
• Ensure customers are fully informed of payment procedures.
• Obtain authorisation for any additional work prior to commencement.
• Ensure all job cards are completed accurately and comprehensively.
• Protect customers' property at all times.
• Utilise all necessary customer satisfaction techniques to enhance service quality.
• Ensure vehicles undergo thorough testing after service completion.

Internal Liaison and Communication

• Coordinate with the Parts Department to ensure timely availability of parts.
• Ensure strict parts control is maintained by the parts coordinator, utilising AVO, parts requisitions, and job cards effectively.
• Communicate clearly and professionally with other departments, colleagues, and suppliers to enhance customer satisfaction.
• Ensure all communication is open, honest, and timely to avoid delays.
• Maintain tools, equipment, and workshop housekeeping standards.
• Ensure all tools are kept in excellent condition and used correctly.
• Ensure access to and use of accurate technical information.

• Implement and comply with OHS Act, RMI, and MIO standards, ensuring work areas are consistently clean, safe, and orderly.
• Conduct weekly audits of tools and parts stock for breakdown vehicles, recording all findings.
• Oversee workshop fina