The Service Manager is responsible for ensuring a customer experience that meets or exceeds the manufacturer's customer satisfaction index and for monitoring and improving customer satisfaction. The service manager also carries out this responsibility by building customer relationships, creating a good work environment and properly managing the assets of the department.
3. JOB ACCOUNTABILITIES / CONTENT:
· Drive Service Advisor performance to achieve sales goals and objectives.
· Conduct daily business with integrity.
· Work effectively with other departments.
· Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately.
· Quality check completed jobs.
· Ensure that customer inconveniences, complaints and misunderstandings are dealt with fairly and quickly.
· Ensure that proper service sales techniques are being used.
· Communicate with customers before issues arise and get involved in escalated customer issues.
· Maintain the highest possible standards of workmanship, advice Service Advisors of service CSI on a monthly basis.
· Direct and schedule the activities of all department associates.
· Hire, train, motivate, counsel and monitor the performance of Service Advisors in cooperation with HR department.
· Maintain customer satisfaction index rating above that of manufacturer or dealership average.
· Demonstrates behaviors consistent with the company's vision, mission and values in all interactions with customers, co-workers and suppliers.
· Adheres to all company policies, procedures, government and safety standards.
· Prepare and Implement all action plans of CEE & CSI & MS programs.
Key Relationship:
(External and Internal Contacts)
• Insurance Co. (Ext)
• Body shop & Parts manager / Sup. (Int)
• Service Advisor (Int)
• Foreman (Int)
• Team Leader (Int)
• Customers (Ext)
. JOB KNOWLEDGE
· University degree/Diploma in Automotive Engineering or Mechanical Engineering or equivalent in technical automotive specialization.
B. SKILLS
· Strong back ground on Work Shop technology.
· Good communication, negotiation & convincing skills.
· Good computer skills.
· Good English command.
· Basic knowledge of insurance polices
C. EXPERIENCE required for the job :
· 5 Years work experience in auto repair facility. Two plus years of supervisory experience.
• Alesayi Trading Corporation is the exclusive distributor within the Kingdom for all Mitsubishi Fuso Centers, Trucks and Rosa Buses for more than four decades. In addition, it is also the exclusive distributor of Mitsubishi Passenger vehicles, light commercial vehicle, and mini-buses. • The entire network covers the Kingdom through 14 facilities owned by 3S (sales/service / spare parts), 62 authorized dealers and 160 spare parts distribution centers with excellent sales and service staff. • This is the testimony to our stability and long-standing commitment to our relationship with our customers and Mitsubishi Motor Corporation (MMC) – Japan and Mitsubishi Fuso Truck and Bus Corporation (MFTBC) – Japan alike. • Alesayi Motors ranks 1st in the Saudi Marketplace in terms of being the most credible brand name with high-end services and guaranteed customer satisfaction policies • Alesayi Motors is about to build on its enviable reputation of reliability & service & to enter a new era, embracing the Vision 2030 & focusing closely on the customer, without whose loyalty our organization would stumble. • ATC recognizes the great value of its relationship with its customers & sees that point of sales at the beginning of a relationship, not the end. • Our Branches provide the full range of dealership services including sales, CRM, service, parts, and body repair facilities. We also offer a comprehensive range of funding and insurance options as well as comprehensive maintenance packages to suit individual customer requirements and motoring needs. • Due to the size of our operation, we can leverage buying power and are able to offer very competitive prices to retail and fleet customers as well as government tenders.