Division: Fleet Sales / Lease
Department: Fleet Management
Section / Unit: Corporate / Government
Reports to: Supervisor, Fleet Management
Work station: Head Office
Direct Reports: N/A
Indirect Reports: N/A
Job Purpose: This role is responsible for the management of maintenance processes for all lease units in the most cost effective way in order to achieve a high residual value.
Main Responsibilities of the Job
Managerial / Supervisory: N/A
Operational Responsibilities
Prepare after sales lease proposals and tender write ups to ensure the closing of fleet deals;
Discuss KPIs’ with customers and report regularly to the Manager to report on the performance of the contracts against agreed parameters;
Authorize service and/or repairs for vehicles, as per the Customers’ Service Plan, to Toyota Kenya Branches, Dealers and Toyota Kenya Authorised Service Centres, in order to ensure timely servicing of client vehicles, and to monitor charges as per client agreements;
Continuously communicate with Dealers on changes to process flows on invoice documentation to ensure customer service processes are standardised, updated, and smooth;
Carry out contract administration including follow-up for renewals and negotiation of contract clauses to ensure all lease contracts are valid as appropriate, for minimal risk exposure to Toyota Kenya;
Capture all feedback and complaints from vehicle users as per the complaint resolution procedures, and take immediate steps to rectify the complaints promptly, for enhanced customer satisfaction and retention;
Update the service matrix & service plan schedules (cost building and structuring for future services) to ensure competitive but profitable price offers for Lease and service plan clients;
Update the Lease aftersales provision schedule (“lease billing schedule”) to inform FMS internal customers on vehicle spends against provision, certify correct costing against provision, and inform future pricings for prospective lease clients;
Manage the fleet software data administration including audit of data entries, status reviews and highlight inconsistencies to colleagues in order to ensure summary reports produced provide correct information;
Request and review invoices for dealers and Toyota Kenya Authorised Service Centres, and submit for payment and debt collection, to support timely payment to Toyota Kenya and reimbursements to dealers;
Operate the Government/Corporate lease hotline as the centre of user communication to collect queries, analyse and offer suitable solutions;
Prepare and issue new vehicles to clients to ensure Toyota Kenya observes the agreement entered into on timelines;
Perform audit on service centre processes against SOP’s in order to report on any deviations that need to be addressed for enhanced customer satisfaction and retention;
Communicate to clients on service and maintenance timelines for vehicles under service to ensure customer convenience and satisfaction;
Prepare management reports including vehicles attended to, tyres utilized, over budget vehicles and trends to analyse established gaps and formulate counter measures to protect profitability;
Knowledge, Skills and Experience
Minimum level of academic and professional qualification required to perform effectively in the role
Bachelor’s Degree in Business, Engineering or relevant field from a recognized institution.
Minimum level of experience required to perform effectively in the role
3 years of relevant experience from a recognized organization.
Working Relationships
Internal customers
Service Department
Body shop Department
Warranty Department
Technical Department
Customer Relation Management
Procurement Department
Marketing Department
HR Department
Finance Department
External Customers
External Customers
Suppliers ( Fleet management services e.g. canvas, body, Tyres)
Toyota Kenya Approved Service Centres
Competencies
Technical
Computer Literacy
Fleet Management experience
Knowledge of Leasing and the trends in Kenya
Legislation on lease as stipulated in Kenyan laws.
Knowledge on the current telematics as provided in the market
Lease Management experience
Functional
Report writing skills- ability to develop reports
Presentation skills
Behavioral
Innovation – Ability to come up with new and better ways of working to improve efficiency and effectiveness
Time Management – Ability to use time effectively and efficiently
Drive for results – Aware of their roles and responsibility and can be counted on to meet and exceed goals
Interpersonal skills – Ability to build rapport and constructive and effective relationships with colleagues and customers
Customer focus – Establishes and maintains effective relationship with both internal and external customers, to gain their trust and respect
Ethics and values – Adheres to an appropriate and effective set of core values and beliefs, and in alignment with the TKEN values
Integrity and trust – Trusted individual who can present the unvarnished truth in an appropriate and helpful manner, keeps confidence, admits mistakes, doesn’t misrepresent themselves for personal gain