Yaser Hosni Nada

Service ManagerFull Time

• Job Details: Lead the service function for the brand, develop and implement plans and programs in order to achieve service targets in terms of revenue, quality and effective customer service.  Delivery of department's Customer Satisfaction Index and Retention targets, Service Sales and Gross Profit targets and Fix It Right First Time targets  Identification and development of talent amongst the team for sustained delivery of the department targets. Use of regular appraisals frame work for the following:- o Performance Management using set goals and objectives o Renewing goals and objectives for the future o Identifying training needs and requesting for the required trainings  Timely Support to the front office for smooth delivery of attending and satisfying visiting customer. Follow up, acquiring and retaining new and existing customers. Personally attending the concerns of customers for cases required to meet the CSI objectives.  Coach, counsel, discipline and motivate the team members to maintain healthy relations in the department with an aim to steer their efforts towards positive contribution for its goals.  Timely support to the shop floor staff for delivery of the Productivity and FIRFT. Personally get involved in ensuring the standards are maintained and required support is provided.  Provide weekly / monthly reports on the operations, competitor activities, market place and other areas of interest with an aim to remain ahead, sustain and grow the business.  Prepare the budget and plan for after sales service of brand under own purview and ensure the plan incorporates the marketing or promotion approaches decided for the brand. Ensure the desired balance is achieved between retail, warranty and internal service revenues through regular plan monitoring and target setting.  Review progress of service jobs on a daily basis to ensure timely and quality work and to resolve any critical issues or problems. Ensure quality and consistency in the process of customer handling from the point of first meeting to the point when the vehicle is handed over after servicing.  Maintain liaison with Principals at an appropriate level to ensure proper communication is maintained specially with regards technical support, goodwill contributions and customer issues as they arise.  Positively contribute to the overall objective of Aftersales with respect to the CSI and Profit objectives and to the Process.