The Job Summary
The Manager 3S Aftersales Services is responsible for overseeing all aspects of the service department, ensuring exceptional service delivery and compliance with Nissan's high standards; managing a team of technicians and service advisors, optimizing workflow, and maintaining an inventory of parts tailored to regional demands; responsible for implementing advanced diagnostic and repair protocols, and ensuring adherence to local automotive regulations; managing service quality, and driving continuous improvement within the service center.
Technical / Job-Specific Competencies
1
Service Center Operations Management
- Oversee all aspects of service center operations, including scheduling, staffing, and resource allocation.
- Develop and implement standard operating procedures (SOPs) to streamline service processes and ensure consistent service delivery.
- Monitor key performance indicators (KPIs) such as service efficiency, productivity, and customer satisfaction to drive continuous improvement.
- Coordinate with other departments to optimize service center performance and achieve business objectives.
- Implement cost-effective measures to maximize profitability while maintaining service quality.
- Ensure compliance with Nissan's standards, policies, and regulations.
- Implement advanced customer service protocols to elevate the client experience, including faster response times and personalized service options, ensuring high satisfaction and retention rates.
- Deploy sophisticated scheduling software to efficiently manage appointments, reduce wait times, and optimize workforce utilization, enhancing both customer satisfaction and staff productivity.
- Streamline the process of handling warranty claims to ensure quick and accurate resolution, enhancing customer trust and reducing operational bottlenecks.
- Adopt the latest technology, such as diagnostic tools and management systems, to improve the accuracy of service assessments and the speed of service delivery.
- Implement eco-friendly practices within the service center, such as recycling parts and using environmentally friendly materials, to align with Nissan's sustainability goals and customer expectations.
- Develop and maintain a comprehensive crisis management plan to handle unexpected disruptions smoothly, ensuring continuity of service and safeguarding both employees and customers.
- Manage relationships with vendors to ensure the timely supply of high-quality service equipment and materials, negotiating favorable terms and monitoring vendor performance to ensure compliance with Nissan's standards.
- Schedule and oversee regular maintenance and upgrades of service center facilities to ensure they remain state-of-the-art, fostering a safe and appealing environment for both customers and staff.
2
Technical Training Implementation
- Tailor training programs to address the unique challenges and common issues faced in the Saudi market, such as extreme temperatures and sand exposure, ensuring technicians are well-prepared for regional-specific vehicle problems.
- Evaluate the effectiveness of training programs, ensuring technicians are proficient in complex repair and maintenance tasks specific to Nissan vehicles.
- Ensure all technicians receive appropriate Nissan certification, maintaining a high standard of service quality and technical capability within the dealership.
- Include practical, hands-on workshops in training programs that allow technicians to work directly with the latest Nissan models and technologies, enhancing their practical skills and confidence.
3
Quality Assurance Compliance
- Implement and monitor quality standards for all services provided at Nissan service centers, ensuring all repairs meet or exceed Nissan's global and regional standards.
- Perform regular audits of service operations to identify areas for improvement and ensure compliance with both Nissan standards and Saudi regulations.
- Address any discrepancies in service quality promptly, implementing corrective measures to maintain customer trust and service integrity.
4
Parts Management Optimization
- Oversee the inventory of Nissan parts to ensure availability and timely access for repairs, considering the specific demands of the Saudi market.
- Work with parts suppliers to secure favorable terms and ensure the quality of parts meets Nissan's specifications.
- Accurately forecast parts needs based on service trends and vehicle data to prevent overstocking or shortages.
- Regularly review parts usage and repair data to optimize stock levels and reduce costs, ensuring that parts inventory is aligned with actual service needs and seasonal variations.
5
Regulatory Standards Adherence
- Maintain up-to-date knowledge of Saudi automotive service regulations, ensuring all service practices are compliant.
- Adapt service practices to meet changing regulatory requirements, ensuring continued compliance and operational legality.
- Regularly inform and train service staff on regulatory changes that affect service operations, ensuring full team compliance.
The Job Profile
1
Educational Qualifications
Associate's or Bachelor's degree in Automotive Technology or Automotive Service Management; MBA is a plus
2
Professional Certifications
Automotive Service Excellence (ASE) certification
3
Experience
Minimum 8 years experience in automotive service operations
4
Languages Proficiency
Fluency in English & Arabic languages
