Grant Massey-Hicks

Responsible for recruiting a team of technicians with the
skills and qualifications to carry out the type of servicing
and repairs offered
* Supervise technicians’ performance and arrange training
programs to keep the team’s skills up to date.
* Prepare schedules and plan staff duty rotations to ensure
that servicing and repairs are completed as quickly as
possible.
* Select equipment, such as diagnostic tools, that will
improve quality and productivity in the service
department.
* Sales
* Responsible for maximizing revenue by attracting more
customers or increasing the value of each service job.
* Develop promotional campaigns to encourage owners to
choose the dealership for their next service or repair.
* Set up a system to contact existing customers when their
next scheduled service is due. When a vehicle is in for
repair or servicing, the service manager must ensure that
a member of the team inspects it to identify any
additional work required.
* Ensure the highest levels of customer satisfaction so that
owners continue to return to the dealership for future
work.
* Identify aspects of the business that affect customer
satisfaction, such as opening times, availability of
courtesy vehicles or collection and delivery services,
accuracy of costs, and quality of work.

Ensure that all members of the team understand the
importance of customer satisfaction and develop and
implement training programs to improve customer
service standards.
* All HR processes including employing, monitoring,
performance management and counselling of all staff
within the department