Job Description
Job Description
Service Operations Management – Lead the day-to-day operations of the service department, ensuring efficient workflow, high-quality repairs, and exceptional customer satisfaction while meeting business objectives.
Customer Experience – Build strong relationships with customers by ensuring timely service delivery, resolving escalated complaints, and maintaining high customer satisfaction and retention levels.
Team Leadership & Development – Manage, coach, and develop service advisors, technicians, and workshop staff. Conduct performance reviews, identify training needs, and foster a culture of accountability and continuous improvement.
Workshop Performance & Profitability – Monitor workshop productivity, labor efficiency, and revenue performance. Develop action plans to achieve service targets, maximize profitability, and control operational costs.
Compliance & Quality Assurance – Ensure all service operations comply with manufacturer standards, company policies, health and safety regulations, and quality requirements. Monitor warranty processes and service quality.
Reporting & Business Planning – Prepare operational reports, analyze KPIs, forecast workshop capacity, and provide recommendations to improve service performance and business growth.
