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Service Manager

SMG Engineering Automotive
Abu Rawash, Giza
Posted 4 years ago
135Applicants for1 open position
  • 77Viewed
  • 15In Consideration
  • 58Not Selected
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Job Details

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Job Description

Porsche Center Egypt is hiring Service Manager to ensure the implementation of the following:

Customer satisfaction

  • To make sure maintenance and repair jobs area carried out in an agile way and in line with the needs of the customers' cars, as well as complying with all the workshop requirements.
  • To ensure a high quality of work in the Technical Support area (deadlines, performance, invoicing) in order to safeguard the customers' interests.
  • To make sure that the external image of the Workshop contributes to positioning the company as the best after sales services offer.

Handling of the market

  • Keeping an eye of the behavior of customers and competitors in the service market:
  • Customer satisfaction follow-up (behavior in the event of a claim, information from collaborators, telephone report).
  • Follow-up of the market specifies (customer structure, vehicles structure).
  • Keeping an eye open to competitors' offers regarding the different services (maintenance and repair).
  • Developing proposals in the Technical Support area in order to react rapidly to the evolution of the behavior of customers and competitors.
  • Reporting to the Aftersales Manager about the evolution of customer and competitors' behavior and as possible measures in the Technical Support area.
  • Applying Service promotion measures and for monitoring the results (costs/usefulness) in the Technical Support area. Aftersales Manager information.
  • Using possible customer contacts in order to enhance loyalty to the Brand and selling for vehicles (cross-selling).

Staff

  • Leading, instructing, informing and motivating collaborators under his responsibility in order to support the goal of becoming the best aftersales offer with the help of committed, motivated and qualified Technical Support collaborators.
  • Developing and implementing of the customer oriented working and performance procedures for all collaborators in direct contact with customers (e.g. receptionist, operator, service advisor, etc.).
  • Development of proposals for adapting staff size to the market technical equipment changes, regarding the number of employees and necessary qualification.
  • Developing proposals for induction training and of perfecting of workshop employees according to qualification and performance, as well as taking measures for training and perfecting in agreement with the Aftersales Manager.
  • Monitoring, evaluating and promoting of workshop employees.
  • Holding meetings with employees as a basis for developing uniform qualitative standards for working and behavior procedures.
  • Setting up the necessary training plans.

Planning and Organizing

  • To guarantee a rational organization in the workshop area, by taking into account the economic-business requirements and the goal of the highest customer satisfaction.
  • Guaranteeing a structural organization in accordance with all the tasks. This includes:
  • Planning and determining optimum use of space, workshop employees’ equipment and auxiliary means equipment.
  • Guaranteeing a process according to the functions within the Basic Service Processes.
  • Planning and determining a rational processing technique for guaranteeing a working process without incidents.
  • Guaranteeing the processes aimed at preventing repeat faults or at improving their handling when required.
  • Planning and determining a rational use of all systems and auxiliary means available for economic and agile maintenance and repair jobs.
  • Planning and determining customer service rational and agile processes within the frame of the Basic Service Processes (vehicle reception, jobs on the car, invoicing, vehicle hand-over).
  • To ensure an information structure in accordance with the functions. The following are part of this:
  • Reporting to the After sales Manager about all the possibilities for improvement, proposals and planning in the workshop area.
  • Making the information available to employees in order to reach the Authorized Service's goal.
  • Obtaining personal information about new notions and experiences about workshop management to foster profitability and "customer service".
  • Making sure that the technical literature and warranty information i

Job Requirements

  • Bachelor Degree in Mechanical or Automotive Engineering
  • Experience 8 years in automotive field
  • Leadership and management experience
  • Strong knowledge of business administration
  • Fluent English
  • Excellent computer skills
  • Knowledge of the automotive industry and the automotive trade

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