Service Manager
Nissan Egypt - Elsaba Automotive
Total years of experience :14 years, 11 Months
Utilize the available resources with the maximum efficiency to achieve the highest
productivity possible, which delivers the targeted CS & Sales figures.
Effectively manage team members “50 Employees”, including Mechanical & Body
technicians, advisors & managers to ensure team objectives and sales goals are being
carried out as recommended by the standard operations.
Display extensive working knowledge of industry standards and operations,
including product details and company services offered.
Support technical & warranty team to make sure the diagnostic steps & warranty
guidelines are followed.
Follow the repair process as recommended by the standards to get the highest Fix it right
first time Scores.
Develop working knowledge of industry regulations, restrictions, and laws, and ensures
service department adheres to all regulations.
Set up and maintains service desk, including managing service desk team
members and evaluating desk efficiency.
Monitor department issues and client complaints to define patterns and work to lessen
those recurring issues.
Regularly audit work being done and customer service being provided to ensure all
standards are met and that repair work is carried out effectively, correctly, and thoroughly.
Oversee team members performing inspections, preparing reports, and doing repairs;
if necessary, carries out these job duties personally to ensure highest quality of work.
*Maintaining and developing relationships with current accounts.
* Achieve & exceed the allocated monthly sales targets.
* Identifying new markets and business opportunities.
* Generating and implementing strategies for business development.
*Studying the market to provide perfect forecasts which supports business planning.
* Achieve and maintain the company prescribed standard sales policies and procedures.
*Discussing product development, and monitoring sales activities.
*Analyzing sales regularly to manage inventory models and selling rates.
*Monitoring service team's performance and motivating them to reach targets.
* Achieve or exceed CSI objectives, thereby ensuring maximum customer satisfaction
and repeat sales.
*Ensure that Company procedures are adhered in terms of handling cash and credit
customers.
*Constantly improve selling techniques & customer handling skills
*Working in unison with the Business manager to maximize all sales finance & cash.
*Comply with company guidelines and SOPs and report all incident to the Fleet Sales
manager.
*Ensure 100% necessary documents have been submitted to the relevant department.
*Ensure quality of job to avoid errors/rework and take actions on customer concern (internal/external) to improve operational ease and customer satisfaction
*Ensure full utilisation of workshop available labour and resources to achieve planned operational targets
*Supervise subordinates to produce quality work
Assist the staff technically and trains them
*Allocate job cards and manages technicians to maximise the throughput by aligning jobs to skill sets within team
*Ensure that the technicians carry out the jobs within the allotted time
.
*Ensure the most effective use of available time and equipment.
*Ensure all pre-orders are approved and obtains customer approval for all additional work
*Recommend warranty jobs for the approval of either Service Manager, Workshop Manager. In absence of both Managers, approval can be obtained by the Warranty Supervisor.
*Ensure the workshop observes all warranty process conditions, and supervises the correct tagging and storage of warranty parts.
*Ensure all required information on each job card for each job is properly maintained.
*Identifies and organises staff training needs for improving technical knowledge and job performance.
*Gives practical assistance, on-the-job training and technical advice to subordinates
*Inform the Service Advisor and Workshop Manager if necessary on any unclear working instructions or costly extensions on the repair
**Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules.
**Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
**Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
**Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
**Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
**Maintains automotive records by recording problems and corrective actions planned.
**Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
**Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Allocate the workload to assigned team.
• Ensure adequate maintenance of tools, equipment, and other materials in the department.
• Ensure that the area is adequately staffed to achieve objectives and that technicians are supplied with the necessary equipment to perform the required tasks.
• Assess impact of delays, interruptions or changes in plans and implement appropriate courses of action to minimize issues.
• Provide advice and technical assistance to team members.
• Review the monthly performance in collaboration with other team leaders to determine where improvements can be made.
• Analyze current procedures and activities to identify and present opportunities for improvement.
• Orient new team members (e.g. explain work hours, procedures, use of equipment etc) to familiarize them with work surroundings.
• Explain job expectations and procedures to ensure that new team members understand their respective duties.
• Coach and develop the job-related skills of team members to facilitate improvements in their job performance.
• Maintain good relationships with customers by meeting and exceeding their expectations.
• Undertake additional related responsibilities as required.
• Ensure that all the technicians are with up to date trainings.
* Receive Customer Vehicles for Service and Repair Jobs and raise repair orders on Dealer Management Systems (DMS).
* Technically competent to understand the customer needs and requirements and accordingly raise Service Orders.
* Able to provide detailed explanation on jobs to be carried out on vehicle.
* Provide detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.
* Ability to advise customers on the required vital jobs.
* Should have flair for Selling Value added Services, Service Contracts and accessories.
* Able to make every effort to resolve Customer Complaints and ensure customer has positive ownership experience.
* Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time.
* Raise Warranty approvals
* Raise special orders for parts not available and follow up and keep customer informed.
* Prepare Invoices on DMS and arrange for Active delivery of vehicles.
* Follow up payments of credit customers and ensure collection within stipulated time.
* Regularly monitor orders raised by him and ensure timely billing.
* Conduct post service follow up to ensure customer satisfaction.
Ensure full utilisation of workshop available labour and resources to achieve planned operational targets
Supervise subordinates to produce quality work
Assist the staff technically and trains them
Allocate job cards and manages technicians to maximise the throughput by aligning jobs to skill sets within team
Ensure that the technicians carry out the jobs within the allotted time.
Ensure the most effective use of available time and equipment.
Ensure all pre-orders are approved and obtains customer approval for all additional work
Recommend warranty jobs for the approval of either Service Manager, Workshop Manager. In absence of both Managers, approval can be obtained by the Warranty Supervisor.
Ensure the workshop observes all warranty process conditions, and supervises the correct tagging and storage of warranty parts.
Ensure all required information on each job card for each job is properly maintained.
Identifies and organises staff training needs for improving technical knowledge and job performance.
Gives practical assistance, on-the-job training and technical advice to subordinates
Inform the Service Advisor and Workshop Manager if necessary on any unclear working instructions or costly extensions on the repair
MBA