Ref: KEN000152/MM
The service manager oversees the service department (all workshops & branches countrywide) and is responsible for controlling costs, building a loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining service records. Additionally, they must satisfy service concerns of all customers, ensure that service is performed at the highest leve
Job Duties
The Service Manager oversees the service department and is typically responsible for:
Planning and implementation of business processes to ensure continued growth and profitability above budgeted levels for service, body-shop and lease and across all branches countrywide
Prepare annual budgets for capital expenditure, sales, gross profits, operating costs and trading profits for service, body-shop and lease countrywide
Daily, weekly and monthly guidance of service, body-shop and lease across all branches countrywide on actual performance against budgets
Review weekly the work-in-progress reports with the team leaders to ensure that appropriate action is taken to enable rapid completion of outstanding work.
Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers
Providing training on administrative policies and procedures for all department personnel. Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by Subaru Corporation
Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy
Liaise with dealer principles and workshop managers to ensure that their technical expertise, availability of special tools and facilities, constantly meets the minimum standards laid down by the company.
Management of service department monthly debtors by taking appropriate action to recover all outstanding debts – service, body and lease and all branches countrywide
Knowledge and skills required
Strong management, development and motivation skills should be a high priority
Previous experience as a Service Manager is advantageous
Extensive technical background with management training
Require strong communication skills to deal with customers, employees and vendors
Required to maintain the profitability of their departments while controlling expenses and maintaining customer satisfaction
Education/Work Experience
Degree in Mechanical Engineering
Have been in the business for 15 years or more
Passion and drive for the brand
