Career Opportunities: Manager, Service

Requisition ID 13163- Posted -  Rental Cars -  RAC Garage Operations (240)-  Automotive -  Rental Cars

This job description is a summary of the typical job duties and requirements that are essential to the evaluation of the job and is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. On occasion, individuals classified on this job may be required to perform functions of a higher or lower skill level not included in this job description.

Job Summary/Purpose

Manage the overall RAC Garage operations in order to reduce costs, manage expenses, utilize resources to achieve turnover targets, profits, market share growth and Net Promoter Score.

Job Responsibilities

Strategic: 
1. Prepare annual service garage plans and budgets to meet the business unit/department strategic planning requirements.
2. Monitor actual service garage performance against budgeted figures and take corrective measures as appropriate.
3. Recommend annual strategy plans in areas of service locations, equipment, materials etc.

Operational:
1. Identify and assign performance targets of RAC service centers, based on factors such as service center capacity, turn over history and forecasted agreed budgets, product mix etc.
2. Contribute to the development and implementation of incentive schemes in order to boost service center activities, reduce cost and increase profits.
3. Ensure the service quality standards are understood and implemented at all levels to give optimum level of impact.
4. Identify potential suppliers/vendors for materials and equipment, recommend purchasing, negotiate prices and agreements to ensure maximum efficiency and state of art service operations considering such factors as new car sales forecasts, new car models, introduction of new technology etc.
5. Identify and organize the service center layout, facilities such as parking space and product service bay design in order to increase service center capacity and ensure smooth flow of service center traffic.
6. Manage various service activities with MNSS Garages, Technical & Warranty Dept (Technical & product reporting, warranty, battery claim, recall campaigns etc.) and MNSS Spare Parts dept.
7. Obtain suitable certifications of Toyota/Lexus Service such as TSM, HSE according to Service Department directives.
8. Ensure constant updating and maintaining the customer database.
9. Attend to and resolve escalated customer complaints and represent the Service Department at senior level within the customer base to maintain and enhance its image and develop customer database to generate business.
10. Monitor changes in the market, such as: legislative requirements, competition, customer feedback surveys, and report to SGM, RAC, in order to utilize such information for the changing circumstances.
11. Monitor RAC Service centers operations and report on technicians' productivity, review monthly financial reports, analyze variance, recommend corrective measures and follow instructions from SGM, RAC in order to improve the garage operations, efficiency and cost.
12. Manage breakdown services operations and team and ensure that a high level of customer satisfaction is achieved.
13. Assess the service overdue reports and accident repaired vehicles returned from MNSS Body Shops and ensure vehicles are delivered to customers within the agreed timeframes.
14. Conduct random checks and ensure full adherence of service center operations to the Principal's and Al-Sayer Group policies and standards and ensure permanent solutions are identified for any issues and incorporate them into SOPs.
15. Plan and oversee the maintenance of all garage equipment.

Education - Primary

Experience - Primary

10

Education - Alternate

Diploma (12th Standard + 2 or 3 years Diploma)

Experience - Alternate

12

Lingusitic Abilities

A-Engine

A-Mechanical (Periodic Maintenance and General Repair)

A-Power Train / Chassis

B-Document Archival, Security and Management

B-Electronic Parts Catalogue

B-Lotus Notes

B-MS PowerPoint

E-Business Writing

E-Policies and Procedures

S-Products and Services

B-E Synergy

S-MS Excel

S-MS Word

S-SMS

2 - Strategic Orientation

2 - Achievement Orientation

2 - Problem Solving

2 - Business Acumen

2 - Customer Orientation

2 - Developing the organization

2 - Personal Effectiveness

2 - Impact and Influence

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