GENERAL DESCRIPTION
Coordinates and directs the service department for maximum technician efficiency and productivity while overseeing all service repair work to ensure the highest quality of customer service.
RESPOSIBILITIES & AUTHORITY
- Planning, Control workshop and reception activities in the service department.
- Ensure full and accurate communication between parts, reception, workshop, and quality control.
- Responsible to resolve technical and warranty issues of customers in co-ordination with related suppliers, department, and principal.
- Ensure requested manufacturer recalls are scheduled and closing on time.
- Responsible to review all the quotations prior sending to customer.
- Ensure that Technicians are using their time effectively and efficiently.
- Arrange or plan technician movement to concerned workshops or branches as per workload.
- Submit weekly and monthly technician performance report.
- Submit monthly workshop activity report including customer complaints, technical issues, warranty status, recall, trainings to the management.
- Maintains tools, equipment, and facilities to make sure of safe performance.
- Make sure all staff to follow company policies, procedures and comply with workplace health and safety procedures.
- Liaise with customers and act on customer concerns.
- Ensure quality service, timely delivery, customer satisfaction, testing process and follow-up of manufacturers guidelines.
- Report all customer complaints, repeat repairs, and apply corrective actions in co-ordination with management.
- Responsible for keeping the workshop, rest area clean and neat in line with dealer standard.
- Maintain a well-trained workforce by utilizing in-house or principal trainings.
- Perform all other duties assigned by the supervisor and/or management in a professional and efficient manner.
- Identifies and reports unsafe, unhealthy, or hazardous working conditions.
- Supervising and tracking the reception KPIs and target (Pending wips, invoicing, customer satisfaction
- On-going Services contracts management
COMMUNICATION
- Service Manager
- All Staff
- Inter-company Departments
- Customers
- Suppliers
- Principal
WORK EXPERIENCE / OTHER REQUIREMENTS
- 3-5 years experience in Automotive Industry
EDUCATION REQUIREMENTS
- Bachelor of Mechanical/Automotive Engineering
SKILLS
- Computer skills
- Communication & Language skills
- Leadership and control skills
- Awareness of health and safety regulations
- Able to be updated in the latest techniques
ADDITIONAL SKILLS
- Quickly learn all aspects of technical software product
KEY PERFORMANCE AREAS
- Net Sales
- Gross Profit
- Workshop Efficiency & Productivity
- Back job
- On-time job card closing
- Reception KPIs
- Cost Controlling
- Service Contracts
