Regional Service Manager

Job Title: Service Manager – CAR Barbados

Reports to: Regional Service Manager

Job Summary: The Service Manager plays a vistal role in ensuring the efficient operations of the service department. They must possess a desire to deliver exceptional customer experiences, and utilize a combination of key performance and lead indicators to identify opportunities to improve the aftersales offering.

Objectives of this Role

Management

• Plan department objectives, jointly with the Regional Service Manager and attain them.
• Prepare and manage the annual operating budget of the CAR service department.
• Review the menu of services offered for the various models sold and amend as necessary.
• Remain knowledgeable on new equipment and tools, and makes purchasing recommendations.
• Oversee work, such as those concerning the removal of hazardous waste, etc.; understands and observes them.
• Implement and maintain a customer satisfaction system for the service department.
• In collaboration with the Regional Marketing Manager, plan and implement a marketing plan to solicit new clientele and maximize retention of existing customers.
• Ensure that all documents required by the manufacturer, or the company are available and properly completed.
• Ensure customer files of the after-sales department are consistently up to-date and

easily accessible.

• Attend management meetings, supplier meetings and all other meetings as required.

Reporting

• Issue the reports required by the Regional Service Manager and the manufacturer.
• Analyzes all reports on customer loyalty, and makes recommendations to the relevant supervisor, where applicable.
• Monitor warranty reporting to ensure a high claim success rate and reconcile reimbursements.
• Verify the technicians’ daily productivity reports, as well as the documents used

to prepare the payroll.

Service

• Build and maintain smooth relations with the customers, to obtain their loyalty,

and take note of any potential customers they may recommend.

• Ensure that the workshop is appropriately loaded to ensure high levels of productivity without sacrificing customer service.
• Utilize coaching techniques to support technicians with complex repairs, and occasionally when needed, take over jobs that require a high degree of technical competency.
• Ensures that the repair work meets strict quality standards. Ensure that all customers are given reasonable estimates of the costs and time required for their repair jobs and maintenance work.
• Maintain a top-quality repair service and aim to reduce returns to the shop.
• Prepare lists of labour costs for the more routine maintenance jobs.
• Handle customer complaints as soon as possible, based on dealership guidelines.
• Ensure that special tools are properly maintained and stored and that stock is sufficient.
• Ensure the cleanliness of the work areas and customer waiting room.

Warranty

• Examine the rules applying to warranty policy, understand and implement guidelines regarding warranties, see that claims are appropriately processed and forward details and clarifications on the warranties to customers.

Training & People Management

• Coordinate with the training department to plan and organize the technical training.
• Train, motivate and advise service department employees and ensure that they are productive.
• Evaluate and verify the performance of the employees in his/her department, making use of the appropriate reports, verification systems and surveys.
• Hold periodic meetings of department personnel.
• Prepare the activity schedule for employees and enforce compliance.
• Endeavour to promote harmony and a team spirit within the dealership departments.
• Build and maintain smooth relations with professional training schools, to facilitate personnel recruitment activities.
• Responsible for workplace health and safety.
• Performs other tasks, based on management requirements and instructions

General Job Requirements

• Design, implement and consistently fine-tune the service core process playbook.
• Develop operational reports for both senior management and the dealer network.
• Manage, coach and develop the team to reach their full potential and performance.
• Ensure services and repairs are carried out to the highest safety standards.
• Collaborate with the Training Department to ensure that team members have the support and tools needed to deliver exceptional experiences.
• Plan, forecast and deliver on annual targets set and agreed by the Regional Service Manager.

Skills and Education

• Bachelor's and Business Administration, Automotive Technology, Engineering,
• Proven experience in an Automotive Service Department
• Notable Customer Service Skills and verbal and written communication Skill
• Proficient in MS Office
• Preferred Qualification

DISCLAIMER

• The above statements are intended to describe the general nature and level of work being
• performed by persons assigned to this classification. They are not intended to be construed as an
• exhaustive list of all responsibilities, duties and skills required of personnel so classified.