The Service Manager is a member of the brand Dealership's Management team. He/she reports directly to the board of directors, in the same way as the Sales or Finance/Admin Managers.
He/she must ensure that the Dealership is presented as the best service provider in its territory. In terms of customer relations this means the focus of all the Service Manager's efforts must be satisfaction in terms of service quality (Satisfaction Manager).
He/she fulfill two obligations to the dealership:
- To exploit the market potential for Workshop services, Parts and Accessories.
- To enable the sales department to utilize customer satisfaction with service to sell new and used cars and financial services.
Principal duties:
- To place Customer satisfaction at the forefront of all Service activities and to continuously improve Service performance and identify and eliminate weaknesses in operation.
- To exploit the market for Workshop services, Parts and Accessories.
- To plan, monitor and control
Service department profits.
- To plan the personnel budget and adjusting the workforce structure to market requirements.
- To ensure a rational organization in the Service department.
- To always present a professional image of the company, the brand and the dealership.
Directives:
- To set the targets for the customer satisfaction surveys and the telephone report.
- To continuously monitor the attainment of the goals set out and to implement control measures.
- To deal with major problems (such as complains, major warranty claims and goodwill cases);
- To develop and implement a customer loyalty strategy.
- To promote creative customer support ideas put forward by staff.
- To protect the customer's interests in terms of the Service quality process chain.
- To monitor and analyze competitors' products and services in the Workshop, Parts and Accessories business.
- To use Service customer contacts for the benefit of vehicle sales and keep CRM updated.
- To ensure Service department is represented at vehicle handovers (new/used sales).
- To monthly monitor and analyze relevant commercial results in Service and the Key Performance Indicators.
- To implement customer-oriented working methods and conduct in all employees coming into contact with customers and create a clear system of tasks assignment for key positions in Service.
- To plan staff training depending on levels of qualification and performance.
- To conduct staff appraisals as a basis for developing unified quality standards and implementing agreed working methods and conduct.
- To ensure that equipment and facilities are well maintained, up to date, clean and tidy that all technical equipment, tools and other aids are operational.
- To generate additional sales.
- To avoid repeat repairs.
- To develop
information technology and English skills for personal and professional development.
- To cooperate with other service staff - bodywork and paint - especially in the case of insurance customers repair orders.
- To cooperate with sales to deliver customer satisfaction.
- To ensure safety at work and take appropriate measures in case of accident.
- To contribute to optimize spare parts stock availability for fast service and customer satisfaction.
- To optimize productivity in line with the company guidelines.
1. The Service Manager is orientated towards the five Audi self-perception attributes:
- Spirited manner
- Passionate manner
- Human and fair manner
- Responsible manner
- Success-oriented manner
2. Bachelor's Degree in automotive, engineering pedagogy, Polytechnic or equivalent level of professional training.
3. Minimum of 5 years experience in the Automotive or related industry; at least 3 years of relevant experience in Management.
4. Good social skills including Communication and rhetorical skills; Conflict management; Cooperation; and Willingness to learn and change.
5. Product knowledge.
6. Good problem solving skills.
Ngày Đăng Tuyển
18/04/2023
Cấp Bậc
Trưởng phòng
Ngành Nghề
Dịch vụ khách hàng, Cấp quản lý điều hành, Tự động hóa/Ô tô
Kỹ Năng
Sales Oriented, Automotive, Customer Service, Sales B2C, Technical Pedagogy
Ngôn Ngữ Trình Bày Hồ Sơ
Bất kỳ
