Objective:
Serve as the primary interface between the workshop and the Customer Service department, ensuring all diagnostic, repair, and maintenance activities are carried out in accordance with legal requirements, manufacturer specifications, and company standards. The role is responsible for overseeing work procedures and timely service delivery while maintaining the highest levels of quality, and customer satisfaction.
Key Responsibilities:
- Monitor workflow and job progress to ensure work is completed within scheduled time.
- Ensure repairs meet manufacturer specifications and company standards.
- Ensure the availability of all required information and documents, e.g. repair instructions, updates on the diagnostic equipment, wiring diagrams and product information.
- Train, coach, and support workshop team to improve repair quality, and minimize repeated repairs
- Plan and assign repair and job cards to technicians.
- Cooperate on selecting new employees in coordination with the Service Manager
- Accept workshop orders and transfer and communicate work instructions to the technicians or group leaders as required
- Explain order specifics, indicate the completion deadline and ensure the procurement of necessary replacement parts prior to the start of work.
- Support the technicians and/or independently conduct workshop test drives to check customer complaints (e.g., noises and/or vibrations).
- Specify the scope of the final inspection based on the completed work, document the results of the functional check
- Define further procedure in case of defects detected and immediately report in coordination with assigned service advisor
- Assign approved workshop orders according to the resources reserved.
- Update free workshop capacity in the DMS (Dealer Management System).
- Release reserved resources on completion of work
- Coordinate with the Service Advisor to order additional parts for the customer job card.
- Arrange approval for additional orders to customers job cards
- Ensure workshop equipment is properly maintained and calibrated
- Coordinate with the parts department for timely availability of spare parts
Educational Qualifications:
- Bachelor's degree in Automotive Engineering, Mechanical Engineering, or a related discipline.
Recommended Experience:
- 5-8 years of experience in automotive workshop industry.
Skills and Competencies:
Technical competencies
- Strong knowledge of automotive diagnostics, repair, and maintenance.
- Understanding of manufacturer standards, technical service bulletins, and repair procedures.
- Knowledge of warranty policies and claims processes.
- Familiarity with workshop management systems (DMS) and diagnostic equipment.
- Understanding of health, safety, and environmental (HSE) regulations competence
Operational competencies
- Workshop planning and job allocation.
- Productivity, efficiency, and utilization management.
- Quality control and first-time fix (FTF) management.
- Decision-making and problem-solving
- Coaching and technician development
Job Remarks:
- Preferred Language: English, Arabic
- Job Country: Kuwait
- Duty Shift / Timings: Two Shift / 08:30 AM to 05:30 PM / 07:30 AM to 04:30 PM
