To plan, manage and monitor the implementation of all activities and processes in the service and workshop business unit in order to continuously enhance service delivery and maximise profits in line with company policies.
5 years experience in a similar environment, of which at least 3 years management experience
Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04
Certificate FET (Private and Public) in Generic Management
Computer Literacy Business Applications
Industry legislative compliance/ knowledge.
Valid driver”s license
GENERIC JOB OUTPUTS
PROCESS AND GOVERNANCE
Contribute to the development of the appropriate strategy and set target within area of accountability.
Define standard operating procedures (SOP”s).
Implement and manage end-to-end processes.
Manage all operational risk and risk mitigation initiatives.
Monitor and report on progress against operational plan and make adjustment where required.
Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities.
Resolve problems with the necessary discretion and guidelines.
Actively market the service department to increase customer base.
Adhere to current legal compliance, e.g. FICA regulation, POPI Act and Consumer Protection Act (CPA) and others.
Effectively control workshop bookings.
Ensure work in progress is managed efficiently and all risks are identified.
Ensure workshop is efficiently loaded to maximise work outputs.
Maintain dealer standards as required by OEM/Importer.
Manage all operational activities within the service and workshop business unit to maximise efficiencies in line with company policies and procedures.
Manage apprentice to technician ratios to ensure correct pipeline and resource availability.
Manage processes and procedures as prescribed for warranty and maintenance claims in accordance with OEM/Importer standards.
Manage service advisors, technicians and apprentices to maximise efficiency to produce hours sold.
Manage financial activities in line with approved policies and procedures.
Manage, monitor and report on budget variances and provide solutions.
Accurately forecast against monthly budget.
Effectively manage all resources to maximise profitability.
Grow turnover and customer base to maximise profits.
Identify risks that will have an impact on financial sustainability.
Manage and follow up on maintenance and warranty claims to ensure unnecessary financial loss.
Manage outstanding debtors and creditors.
Manage sublet work to ensure profitability and that there are approved service level agreements in place.
Prioritise resource allocation in order to minimise and reduce wastage and expenditure and maximise profits.
Deliver services that creates a culture which aims to exceed customers” expectations in all aspects of the business.
Plan, manage and monitor processes to ensure customer service excellence.
Continuously monitor actual process turnaround times, quality standards and resolve issues speedily in accordance with OEM/Importer standards, to meet and exceed CSI objectives.
Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for feedback as well as exceptional service delivery.
Create an engaging, enabling and productive work climate aligned to the employee value proposition.
Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.
Monitor and positively influence and manage change, and offer operational support where required.
Own and live up to company values.
Manage teams within the context of defined processes, set required performance parameters and act as coach and mentor where required.