Assistant Service Manager

PURPOSE OF THE ROLE:

The Assistant Service Manager is responsible for supervising day-to-day activities in the service reception area to ensure an outstanding customer experience and high-quality service delivery. This role supports the service team in providing efficient, reliable automotive maintenance and repair services to meet customer expectations and company standards.

ACCOUNTABILITY & RESPONSIBILITIES:

Reception Management:

• Supervise daily service reception operations to ensure timely vehicle deliveries as per agreed schedules.
• Ensure the quality of completed jobs aligns with workshop manuals and manufacturer service processes.
• Monitor and report on customers who have not returned for service or repair, analyzing trends and taking necessary action.
• Coordinate with the parts department to manage special and critical part requirements.
• Oversee employee inductions and equipment training to enhance team skills and operational efficiency.
• Address and resolve customer complaints promptly and professionally.
• Review and approve repair estimates before sharing with customers, providing necessary guidance as needed.
• Collaborate with the Workshop Manager to relay customer feedback and improve service standards.

Service Efficiency:

• Supervise and ensure that vehicle recall jobs are completed on time and according to guidelines.
• Coordinate with the Warranty Administrator to resolve warranty-related issues efficiently.
• Provide clear instructions for diagnosing and resolving issues to prevent repeat repairs.
• Offer effective leadership to the service team, motivating staff and encouraging skill development.
• Support Service Advisors to ensure they perform their roles effectively.
• Discuss repair costs with customers and obtain approval before proceeding with unscheduled repairs.

Service Delivery:

• Manage service reception to optimize resource and manpower utilization, ensuring a seamless customer experience.
• Follow up with customers, gather feedback on their service experience, and address any concerns that arise.
• Provide special attention and care to VIP and dissatisfied customers to maintain service standards.
• Participate in meetings with the General Manager and department heads to address operational concerns and plan improvements.
• Communicate with manufacturers for special warranty approvals or goodwill warranties to resolve customer issues.
• Analyze service data and reports to help management plan for future business growth and profitability.

People Management:

• Lead and motivate the reception team to ensure team cohesion and high performance.
• Train and develop team members to ensure quality and timely delivery of services.
• Foster an environment that encourages continuous learning and development.
• Conduct performance appraisals to assess team effectiveness and guide improvements.
• Promote teamwork and collaboration within the department to enhance productivity.
• Ensure staff work safely and efficiently, adhering to workplace safety practices.
• Take an active role in recruitment, identifying manpower needs, and supporting the hiring process for future vacancies.

Ad Hoc Activities:

• Perform other tasks and activities as requested by management within the division’s scope and requirements.
• Carry out instructions from management promptly and to their satisfaction.
• Assist teammates with problem-solving without compromising personal work responsibilities.
• Complete additional assignments outside defined responsibilities as directed by division management.