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Service Manager – Mombasa Branch Jobs

3 weeks ago   Jobs Offers   Nairobi   172 views

0.0 star

Location: Nairobi

Job Description/RequirementsDivision: AftersalesDepartment:BranchSection / Unit: ServiceReports to: Branch ManagerWork station: MombasaDirect Reports:Service AdvisorsWorkshop SupervisorsService AdministratorParts SupervisorSite Admins & Team Leaders (offsite).Quality ControllerWarranty Administrator and Campaign Co-coordinatorTeam leaders – Main WorkshopWorkshop ControllerCosting ClerkIndirect Reports:TechnicianSST & Consumables Store ClerkJob Purpose: The Service Manager position is responsible for the coordination of service operations including parts to ensure timely and quality delivery of service to customers, compliance with Anzen guidelines in the delivery of service, and for the management of the service team for enhanced motivation and performance.Main Responsibilities of The JobManagerial / SupervisoryImplement service operational strategies to achieve ALL set targets through continuous progress monitoringMonitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocatedSupervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customersTrack and analyse key performance indicators to understand performance status and provide countermeasure where there are gapsBuild healthy relationships with other departments in the branch through communication and exchange of ideas to ensure smooth interdepartmental operations.Supervise parts team and sites.Mentor and coach Service staff and recommend them for scheduled trainings to improve their skillsOperational ResponsibilitiesOversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delays in the sectionResolve critical customer complaints to mend broken trust and enhance customer retentionMonitor daily service sales to ensure performance is on track as per set targets and introduce action plans when below targetProvide a safe and conducive working environment in line with the Kaizen guidelines to eliminate risks associated with noncompliance with Anzen regulationsOversee all off sites operations and resolve customer issues.Review work flows to increase the productivity of the Service teamStudy the Voice of customer (VOC) report to understand customer satisfaction levels through Customer Service Index and provide solutions where there are gapsIn collaboration with the marketing team, implement marketing activities relating to services available to grow sales and create awarenessReport on the performance of the branch under the 3 Ss across the brands, detailing gaps and possible solutions, to ensure all the brands represented in the branch are well informed on the performance in a timely mannerKnowledge, Skills and ExperienceMinimum level of academic and professional qualification required to perform effectively in the roleBachelors’ Degree in Engineering or other relevant field from a recognised institution.Minimum level of experience required to perform effectively in the role5 years of experience in a motor vehicle workshop with at least 2 years in a supervisory positionWorking RelationshipsInternal customersManagement Team – budgeting & performance reportingPartsSalesExternal CustomersService Providers – sublets & supplies of consumablesCustomers – For business opportunities & relationship BuildingCompetenciesTechnicalFinancial management to allow one to understand the performance of the department.Product & technical knowledge so that one is able to comfortably relate and respond to product issues.Customer service management for relationships with customers to improve retention and acquisition.Computer literacyBudgeting and forecastingKnowledge of professional standardsFunctionalReport writing- ability to develop reportsPresentation skillsBehavioralAbility to work under pressureNegotiation & Conflict Management skillsInterpersonal SkillsLeadership and management-ability to lead teams, mentor and coach staff to goal definition and achievementPerformance ManagementProfessionalism –maintains a professional approach based on ethics and DT Dobie valuesIntegrity and honesty and ethics- ensures ethical practices and integrity to ensure DT Dobie is not exposed to reputational riskBuilding consensus and influencing-ability to influence various players across all DT Dobie departmentsCommunication SkillsCustomer orientation-is customer focused striking a solid balance between external and internal customer orientationResilience –is able to withstanding strategic and operational challenges and maintain momentumEmotional Intelligence-manages emotions in a mature and composed manner as expected of a leaderHow to ApplyIf you meet the requirements, kindly forward your application enclosing a detailed word version of your curriculum vitae together with a cover letter by16th July 2021todtdobieapplications@cfao.comPlease indicate Service Manager – Mombasa Branch as the header of your email.D T Dobie is an equal opportunity employer.


 
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