Reportsto: Work station:
Branch Manager Kisumu
Direct Reports: Indirect Reports:
Service Advisors
Workshop Supervisors
Service Administrator
Quality Controller
Technician
SST& consumablesstore clerk
JOB PURPOSE
The Service Manager position is responsible for the coordination of service operations 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 JOB
Managerial/Supervisory
Implementservice operational strategiesto achieve set targetsthrough continuous progress monitoring
Monitor the utilisation of the service budget to ensure efficiency in the utilisation of funds allocated
Supervise the Service team to ensure a motivated and high performing team in the delivery of quality and timely service to the customers
Track and analyse key performance indicatorsto understand performance status and provide countermeasure where there are gaps
Build healthy relationship with other departmentsin the branch through communication and exchange of ideasto ensure smooth interdepartmental operations
Mentor and coach Service staff and recommend them for scheduled trainingsto improve their skills
OperationalResponsibilities
Oversee operations of the workshop to obtain maximum utilisation of automotive equipment and prevent operational delaysin the section
Resolve critical customer complaintsto mend broken trust and enhance customer retention
Monitor daily service salesto ensure performance is on track as per set targets and introduce action plans when below target
Provide a safe and conducive working environment in line with the Kaizen guidelinesto eliminate risks associated with noncompliance with Anzen regulations
Review work flowsto increase the productivity of the Service team
Study the Voice of customer (VOC) report to understand customer satisfaction levelsthrough Customer Service Index and provide solutions where there are gaps
In collaboration with the marketing team, implement marketing activitiesrelating to services availableMto grow sales and create awareness
Report on the performance of the branch under the 3 Ss acrossthe brands, detailing gaps and possible solutions, to ensure all the brandsrepresented in the branch are well informed on the performance in a timely manner
KNOWLEDGE, SKILLS AND EXPERIENCE
Minimum level of academic and professional qualification required to perform effectively in the role
Bachelors’ Degree in engineering or other relevant field from a recognised institution.
Minimum level of experience required to perform effectively in the role
5 years of experience in a motor vehicle workshop with at least 2 yearsin a supervisory position
5. WORKING RELATIONSHIPS
Internal customers
Management Team – budgeting & performance reporting
Parts
Sales
External Customers
Service Providers – sublets & supplies of consumables
Customers – For business opportunities & relationship Building
COMPETENCIES
Technical
Financial management to allow one 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 relationship with customersto improve retention and acquisition.
Computerliteracy
Budgeting and forecasting
Knowledge of professionalstandards
Functional
Report writing- ability to develop reports
Presentation skills
Behavioral
Ability to work under pressure
Negotiation & Conflict Managementskills
Interpersonal Skills
Leadership and management-ability to lead teams, mentor and coach staff to goal definition and achievement
PerformanceManagement
Professionalism –maintains a professional approach based on ethics and TKEN values
Integrity and honesty and ethics- ensures ethical practices and integrity to ensure TKEN is not exposed to reputational risk
Building consensus and influencing-ability to influence various players across all TKEN departments
Communication Skills
Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
Resilience –is able to withstanding strategic and operational challenges and maintain momentum
Emotional Intelligence-manages emotionsin a mature and composed manner as expected of a leader
If you meet the requirements, kindly forward your application enclosing a detailed word version of your curriculum vitae together with a cover letter by 6th Auguat 2021 through the link below:
applications@toyotakenya.com
Please indicate Service Manager – Kisumu Branch as the header of your email.
We are an equal opportunity employer
Apply via :
applications@toyotakenya.com