Job Description MAIN PURPOSE OF JOB• To ensure the efficient and profitable operation of the department by establishing and agreeing with dealership management, and meeting objectives that cover the Service Department's operating policies and standards to achieve both high levels of customer satisfaction and retention, and profitability.• To control resources at a level commensurate with profit requirements and enhanced customer relations.• To maximise departmental profitability through the sale of labour and associated products to franchise and non-franchise customers. Specific Role Responsibilities Improved Profitability:-Ensure the Service Department achieves budget objective by continual (weekly/monthly) examination of accounts, operating controls and composite figures to allow the necessary improvements and corrective action to be taken where variations occur.MAIN JOB FUNCTIONSStaff:-To establish the levels of staff required to achieve the established budgets.Interview, select, hire and train Service Department staff.Select and appoint requisite apprentices.Ensure that training standards are fully maintained so that future manpower requirements are covered.In consultation with training personnel establish training needs, plan programme and maintain records of training. Ensure up-to-date and accurate documentation to allow grant redemption.Establish training programme to update technical staff.Establish and administer 'in-dealership training' policies as required to provide the recommended standards of service.Operate staff performance appraisal systems and ensure action taken on results.Establish and review salary scale and incentive schemes used in service department.Administration:-Ensure all clerical functions within the Service Department are carried out in accordance with policies (warranty claims, customer follow-up, workshop loading, estimating, invoicing, daily operating controls).Review with Dealer Principal all departmental activities and reporting systems.Establish adequate safety and security procedures to protect property and company personnel.Check all workshop equipment for condition and accuracy of diagnosis.Administer warranty policy in the best interests of dealership, manufacturer and customer.Ensure adequate maintenance of the Service Department.Ensure adequate maintenance of tools, equipment and other materials in the Service Department. Communications:-Maintain effective liaison with all other departmental managers.Advise General Manager or Dealer Principal on all service-related matters.Maintain direct liaison with manufacturers, suppliers, statutory representatives and all other contacts.Advise as required on mechanical and diagnostic problems.Implement new vehicle preparation and used vehicle reconditioning according to company policy.Provide vehicle appraisal as required by the Sales Manager.Marketing:- Draw up and initiate service marketing plans.Instigate and operate advertising and promotional activities.In collaboration with Sales Department, establish system and method of ensuring all vehicle buyers/owners are introduced to Service Department and key personnel.Maintain record of customer complaints and/or congratulations for use and action as required.Finance:-Review all pricing policies, labour rates, fleet discounts, parts pricing and all other company policies.Monitor workshop productive performance daily, by total and individual technician/mechanic.Monitor Service Department financial performance weekly.Monitor all warranty claim submissions and requisite credits and take action as required. Qualifications and Experience EXPERIENCE, QUALIFICATIONS AND TRAININGTechnical skills, knowledge and experience.Ability to control clerical work, administration, organisation, systems and financial matters, leadership ability.Up-to-date knowledge of vehicle legislation, consumer legislation and trade practices. Technical and engineering qualifications.Skills, experience and knowledge of modern business methods and financial control. Minimum of 5 years of experience in automotive service management or a similar role. Skills and Personal Attributes - Strong leadership and team management abilities. - Excellent customer service and communication skills. - Proficient in using automotive service management software. - Strong analytical and problem-solving skills. - Ability to work under pressure and handle multiple tasks simultaneously Additional Requirements: - Valid driver’s license. #J-18808-Ljbffr