Overview
Automotive Service Manager Jobs in Riyadh, Saudi Arabia at Al Jazirah Vehicles Agencies Co. Ltd.
Title: Automotive Service Manager
Company: Al Jazirah Vehicles Agencies Co. Ltd.
Location: Riyadh, Saudi Arabia
Job Purpose:
- To monitor and control the financial, operational, and staffing resources, achieving sales targets and addressing customer concerns to ensure highly efficient and smooth operations of the service center, higher sales revenues, and proactively leads the delivery of the Guest Experience process, ensuring exceptional Guest Experience is provided by the service team to all the customers all the time within the company policies and procedures and Guest Experience program guidelines.
KEY ACCOUNTABILITIES & ACTIVITIES:
- Implement the day-to-day operations assigned for the Service department to ensure compliance with the established standards and procedures.
- Participate in group meetings related to Service Systems to Identify opportunities and lay down strategy in collaboration with the service management & service team for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
- Prepare reports of the Service department timely and accurately to meet company and department requirements, policies, and standards.
- Manage Service team to ensure that the company achieves its Labor Service, Parts Service, Workshop Traffic, Productivity, Efficiency, Service Gross, and profit objectives.
- Manage and lead the service management process, and oversee daily service meetings based on KPIs, and Service Management reports provided by the Guest Experience program.
- Participate in daily same day delivery review meetings to establish and monitor the timely vehicle delivery process to customers after the vehicle is serviced and ensure that customers are updated about the status of their cars.
- Participate in daily carry-over units review meetings to monitor, follow up, and update the WIP (Work in Progress) sheet, WIP ageing and ensure that all the service issues and observations are addressed to ensure that the service center is compliant with the regional service manager’s requirements.
- Control the quality of the repairs performed on the vehicles and ensure all are up to standards.
- Review all warranty claims diligently and ensure all claims are submitted on time and all the pending claims are followed-up promptly.
- Adapt “managing by walking around” work style in order to spend more time on workshop floor to ensure service team performance quality work.
- Conduct regular audits of key workshop processes related to quality improvement and customer complaint handling to ensure compliance with standards.
- Secure and monitor the availability of staff, tools (lifters, toolboxes, and special tools) and equipment to ensure the service center is fully equipped to function properly and smoothly.
- Establish and monitor the appointment system for customer vehicles service to ensure that the workshop capacity is fully utilized.
- Monitor the efficiency and productivity of technicians to ensure full utilization of resources and increased revenues.
- Ensure all workshop equipment are properly maintained and are in working condition all the time.
- Monitor the gross sales of the service center and ensure achieving the monthly and yearly sales targets.
- Monitor & control Workshop overhead expenses by comparing with budget through various analysis and ensure expenses meet target.
- Collaborate with Service Management team in preparing and formulating long-term strategies for Customer Retention.
- Monitor, record and categorize all customers’ concerns based on the type of concern and put up an action plan to address these concerns to ensure customer satisfaction.
- Ensure that service team delivers a consistent, flawless, and sustained execution of every aspect of the prescribed Guest Experience Service experience processes.
- Monitor all guest experience KPI metrics and guest feedback channels and work closely with the concerns to lead all associated dealership review and performance improvement initiatives.
- Coordinate with the service team to ensure all escalated customer concerns are effectively handled and closed on time to enhance customer satisfaction.
- Contribute to the consumer experience promise, and ensure to maintain engagement pillars of trust, respect, relationship and guest-in-control to sustain execution of prescribed Guest Experience process.
- Organize and supervise the activities and work of a small team of subordinates to ensure that all work within a specific area of branch service activity is carried out in an efficient and procedurally compliant manner.
- Provide formal and informal feedback to subordinates in order to ensure their continuous development.
- Periodic review of Service Team targets and KPIs to ensure consistent achievement.
- Identify & arrange training for Service Team to ensure all service employees are up to date with the service-related technologies.
- Implement approved departmental policies, processes, procedures and provide instructions to subordinates/team members and monitor their adherence so that work is carried out in a controlled manner.
- Comply with all relevant safety, quality and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
JOB SPECIFICATIONS:
- 6 – 8 years’ relevant experience in Auto Services including at least 2 years in positions of progressively increasing managerial responsibilities.
- Bachelor’s degree in engineering or a Technical Diploma
