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Automotive Service Retail Manager - Toyota - Al Futtaim - Dubai

Al-Futtaim
Dubai, United Arab Emirates
Posted 4 years ago
113People have clicked1 open position
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Job Details

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Job Description

Role Purpose:

Create a customer centric environment that is geared at supporting customer facing and technical staff by ensuring that our customers vehicles are Fix Right the First Time and support the on time delivery of vehicles based on customer requests. Provide a customer facing environment that is geared to supporting our customer service values and cultivate a culture of continual improvement.

Duties:

  • To maximize the revenue potential from aftersales operations to meet the revenue and margin performance objectives through the Service Advisors target setting.
  • Ensure and monitor optimal capacity of resources in the front line (Service Advisors, drivers, car cleaners) to deliver Total Quality Management.
  • Management of WIP to optimize revenue and mitigate the risk of financial loss by closing WIP’s on a daily basis
  • To constantly evaluate through performance management all direct reports to support the development and growth of all associates.
  • Study and evaluate current customer verbatim with the Aftersales Manager to implement a culture of Small Group Activity to enhance customer experience and operational efficiencies.
  • Conduct daily meeting with the Service Advisors, Driver and Car cleaners to align them on the targets and performance expectations
  • Work with Human Resources and Aftersales Manager to ensure the branch is always optimally staffed/resourced with qualified and efficient workforce
  • Assign customers to Service Advisor teams to reduce idle/waiting time for customers thus improving net promoter score
  • Ensure accurate data capture of customer details on SAP by the Service Advisors for effective customer management
  • Submit accurate weekly forecasts based on analysis of actual market trends, sales conversions, bank approval TATs, invoices etc for Management reporting for their individual teams.
  • Handle customer complaints/escalation to enhance business and customer experience opportunities by ensuring that Al-Futtaim customer centricity values are reflected
  • Manage direct reports to comply with the Toyota Corporate Image standards
  • Ensure 100% compliance with Standard Operating Procedures

Job Requirements

Minimum Qualifications and Knowledge:

  • Diploma or Degree in Mechanical Engineering
  • Diploma or Degree in Hospitality Industry

Minimum Experience:

  • Greater than 5 years’ Service Advisor experience
  • Greater than 3 years Customer facing role in automotive

Job-Specific Skills:

  • Microsoft Proficient (MS Project, PowerPoint, Visio Excel and Word)
  • Excellent Verbal and Analytical Skills required

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