Service Manager - Cape Town, South Africa - Bonafide Human Capital
Description
Our well known automotive vehicle dealer client based in Cape Town currently holds a vacancy for an experienced Service Manager.
The purpose of the position is to manage an organised and profitable service department; delivering high quality service and focused on customer satisfaction.
Position Overview The purpose of the position is to manage an organised and profitable service department; delivering high quality service and focused on customer satisfaction.
Specific Role Responsibilities Key Duties and Responsibilities:
- Drive the achievement of productivity, efficiency and customer service level index goals and objectives.
- Manage a profitable workshop against budget, including analyzing workshop performance data e.g. productivity of technical staff, labour rates, efficiency of workshop, expense monitoring and control etc.
- Manage escalated workshop (technical) problems accordingly, including:
Ensuring continuous support and guidance to technical staff throughout technical problem-solving stages. Ensuring future corrective action plans to address various technical problems are implemented.
- Ensure accurate workshop capacity planning according to productive and available staff is done.
- Control (WIP) work in progress on all vehicles in the workshop daily to maintain an acceptable level, and manage endtoend throughput, maintaining awareness of the status of all vehicles.
- Achieve industry leading standards of customer care, process efficiency and cost control.
- Exceed all targets and labour sales objectives through efficient workshop operations management.
- Ensure efficient equipment and asset control, and administration processes.
- Ensure the highest level of customer satisfaction, service level achievement, and customer retention.
- Responsible for the annual budget of Service Department.
- Manage risk (financial and nonfinancial) within department.
- Ensure compliance with OEM and business policies and processes, as well as adherence to relevant workshop operating procedures and practices.
- Maintain good housekeeping within department, including ensuring compliance to the Brand's CI guidelines within the department.
- Manage and improve environmental, health and safety standards.
- Conduct departmental meetings and general aftersales meetings to ensure effective communication.
- Manage training of all service staff.
- Lead, manage, attract, retain, appraise and develop staff.
Qualifications and Experience Experience Required:
- A minimum of 10 years' relevant technical motor industry experience is essential.
- A minimum of 5 years of relevant workshop management experience in the motor industry.
Minimum Qualification/s Required:
- Senior Certificate (Grade 12) or equivalent NQF 4 qualification.
- Relevant OEM service manager certification required.
- Recognised Motor Trade plus N6 or Technical Diploma (NQF6+), or other relevant industry related qualification (or working towards) highly desired.
- Recognised Management Diploma or Certificate highly desired.
- Qualified Motor Technician (Acertification) an advantage.
- Other Requirements:
- Valid, unendorsed driver's license and the ability to competently and legitimately drive.
- Computer literate
- An effective understanding of financial principles, including budgeting and forecasting.
- An effective understanding of relevant technology and systems.
- An effective understanding of the Environmental and Occupational Health & Safety Acts.
Skills and Personal Attributes Skills and Expertise Required:
- Have sound communication skills in English and language commonly spoken in the area (speak & write).
- Interpersonal competence; effective at working with people and building relationships.
- Technical, mechanical insight and experience.
- Business orientated thinking and resource management; basing decisions on business implications and KPI's, focusing on costbenefit considerations and handling resources in a sustainable manner.
- Good financial acumen.
- Systems oriented.
- People management competence, including performance management and employee development & motivation.
- Problem solving and motor vehicle fault finding skills.
- Delivering results and meeting customer expectations.
- Coping with pressure
- A team player
- Motivation to perform and achieve results; focusing on solutions and measurable results, strives for outstanding performance and sets challenging goals.
- Valuing Diversity
- Conflict resolution
Personal Attributes:
- Committed
- Initiative
- Selfmanaged and resilient
- Adaptability
- Someone who values and builds relationships.
- Alignment with the brand; acts as an ambassador for the brand and passionate about the products.
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