Service Manger / Body shop, Multi Brand
Elseoudi Group - CIG
Total des années d'expérience :11 years, 11 Mois
Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions, planning and reviewing compensation actions, enforcing policies and procedures.
•Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits identifying customer service trends, determining system improvements, implementing change.
•Meets customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
•Maximizes customer operational performance by providing help desk resources and technical advice, resolving problems, disseminating advisories, warning, and new techniques, detecting and diagnosing network problems
•Updates job knowledge by participating in educational opportunities, maintain personal networks, participating in professional organizations.
•Accomplishes information systems and organization mission by completing related results as needed.
•Supervise the overall reception area
•Assures the reception area is permanently earning customers confident
O Clean, neat and tidy
O Clear, legible signage are existed
O Approved uniform is used by customer contacts staff O Comfortable, customer friendly waiting area
•Assures staff inside the reception area is successfully reflecting professionalism when dealing with customers
•Assures smooth traffic control for vehicles inside the reception area (for reception - vehicle handover)
•Assures effective cooperation between the reception and workshop and parts departments to guarantee the
highest levels of customer satisfaction
•Evaluates capabilities / performance of his staff and arrange training courses to raise their qualifications •Motivate the service advisors staff
•Provide on job training for new service advisors
•supervise and ensure the implementation of TSA seven steps:
O Appointment O Reception
O Writing-up repair needs
O Monitoring work in progress O Final Check for delivery
O Job explanation at delivery O follow-up
..Follow and implement TSA seven steps (Appointment, Reception, writing up repair needs, Monitoring work in progress, Final check for delivery, Job explanation at delivery & Post service follow up).
..Determine the promise dead line requirement for the vehicle service maintenance repair.
..Ensure that the repair estimates are reasonable.
..Ensure that the repairs are carried out within promised delivery time and estimated cost.
..Follow up with spare parts for procurement of materials, specially the parts for VOR.
..Ensure chief technician are following quality control policy and procedures.
..Ensures job controllers are feeding correct operation number.
..Monitor closely the vehicles repairing.
..Conduct a fix right program.
..Establish and implement customer retention activities.