Service Manager

SERVICE MANAGER/ADVISOR

Responsibilities:

Responsible to achieve the Business Plan ( Qar 10 M per annum) for Non-Tire Services Revenue ( Batteries, Lubes, Car Maintenance and Mechanical repairs)
Must be comfortable being on the service floor and on your feet for six to seven hours per day while monitoring service Associate’s.
Greet customers and offer excellent customer service from intake to release of their vehicles.
Determine and diagnose car issues based on customer description and vehicle condition.
Translate customer-reported problems to actionable work orders for technicians to complete.
Order necessary parts from suppliers and double-check that they are delivered to technicians.
Ensure that automotive work provided to customers meets company quality standards.
Invoice and collect payment from customers for services rendered.
Handle and resolve customer complaints regarding services.
Maintain customer records and enter data into computer databases.
Must train technicians in the workshop and responsible for the performance of the Retail Network ( 10 stores)

Qualifications:

Working knowledge and experience of automotive products, repairs, and parts
Must have working experience of handling all brands of cars – Asian, European, American etc.
Secondary education in the automotive field or equivalent work experience in Car dealerships
Strong communication skills ( Bilingual) and the ability to translate customer needs to workable technician orders.
Organizational skills including the ability to schedule appointments, meet with customers and ensure that work is done properly.
Exceptional customer service skills and ability to translate the value for money of services rendered at Quick Service Centres.
Continuing education and knowledge acquisition on the function and repair of newer vehicles
Ability to communicate complicated automotive processes to customers who may only have basic automotive knowledge.
Maintain a positive attitude while leading a team of 12 or more service Associate’s in an efficient and productive manner.
Anticipate service associate needs using proper leadership techniques and proven problem-solving methods.
Have a full working knowledge of the service associate handbook to respond to every customer and service associate inquiry.
Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions.
Understand how to make changes to the company knowledge base to anticipate the needs of your team.
Develop a standard operating procedure handbook and a marketable service catalog for customers.
Must be able to present analytical reports on service revenue streams and identify areas of development.
Set reportable metrics to measure and maintain performance and health of the company’s service department.
Must be an excellent communicator and speaker both online in written interactions, and face-to-face customer service interactions.
Demonstrated ability and proven track record of effective marketing campaigns and employee management.
Report to Top management team on Budget versus actuals and through dashboards and reports.