Service Manager
2 weeks ago
To lead the Aftersales Service team in achieving the Company’s set goals and ensure objectives, KPIs in Quality delivery, Customer Service Satisfaction, Service processes, and Operating profit were monitored according to Cooperate Governors and Principle guidelines.
- Responsible for achieving monthly budgeted Service Turnover and operating profit through daily car intake and operating expenses.
- Responsible and ensure the quality of service and repair work performed daily by the team through the monthly audits.
- Responsible and maintain workshop efficiency, productivity and utilization usage for workshop staff through monitor through daily time analysis report.
- Responsible for recruiting and inculcating the development of staff’s good practices under his care.
- Responsible for and maintaining the Service Center environment to meet Work, Safety & Health requirements, group policies and plan yearly activities as Safety Chairman.
- Responsible and accountable for authorized workshop purchase order/invoices according to Cooperate Governor's guidelines.
- Responsible and ensuring Service Center daily work processes, workshop BMW diagnosis networking, software and equipment meet BMW Retail Standard requirements.
- Determine the degree of efficiency, productivity, Utilization, Service Sales Turnover, Customer Service Index monthly by evaluating the Time Analysis Report, Management Report and BMW Voice Report.
- Provide support to Aftersales Senior Manager on every kind of customer inquiry or complaint.
- Authorize purchase of workshop consumable items, tools, and equipment.
- Conduct periodical reviews of the performance of individual staff (especially key staff) to ensure that the work attitudes and work performance in line with the company’s objectives.
- Take measures to improve results, such as motivating workshop personnel, and streamlining the flow of work and working conditions.
- Ensure the 5 “S” housekeeping (Sorting, Stabilizing or Straightening Out, Sweeping or Shining Standardizing Sustaining) the Practice of tidiness and cleanliness to the workshop and service reception area always.
- Continuing focus on strengthening customer service processes to improve customer satisfaction.
- Developing key staff through training/coaching / mentoring to enhance their performance with their competencies.
- Conduct monthly meetings with the key personnel to share feedback from key results for corrective action and continue to seek process improvement.
- Ensure sufficient cars intake for serving & repair for maximizing the work bay utilization with planned FRU sold to meet service projection.
- The accountability covered the impact values of efficiency, workshop output and productivity monthly by evaluating the time and efficiency analysis of the technicians.
- Ensure that Customer satisfaction indexes are met to set the benchmark
- Ensure that customers’ cars are met with quality repairs after delivered to them.
- Ensure good condition of the workshop environment meet Health and Safety aspects.
- Ensure Recruitment of staff met with the selection criteria.
- Ensure the right workshop equipment, tools, and diagnosis system purchased based on BMW-approved specification
**Requirements**:
- Degree or Diploma in Mechanical or Engineering discipline
- Minimum 5 years of related experience in handling Service operation and technical analysis for continental Cars
- Able to analyze the business situations from data & reports to meet service projection.
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