Service Manager - Freelander, Dubai

To manage the efficient operations of service for BU while ensuring the highest levels of customer service to deliver quality repair services that exceed customer expectations and maximize workshop profitability

Roles & Responsibilities:

• Participate in the development of the After Sales strategy by providing input from the perspective of the service function, ensuring that relevant goals and objectives are incorporated. 
• Participate, as and when required, in the development of a policies and procedures framework for the Workshop function to effectively meet its objectives and targets, in line with the overall strategy and direction of the Group. 
• Review and report to the Area Service Manager of BU After Sales, the effectiveness of such policies and procedures, to identify opportunities for continuous improvement. 
• Provide input on the function’s budget requirements to the Area Service Manager of BU After Sales, and accordingly control expenses of the Workshop function, ensuring it stays within its operating budget
• Supervise and manage the daily activities in the workshop, allocate work as required and maximize the use of available resources in order to maintain high level of productivity and ensure work carried out in the most efficient and effective manner. 
• Coordinate with Autoline staff for any change in the system, report making, shift timing etc. 
• Oversee customer reception area and ensure customers are greeted in a friendly and professional manner and their requirements are discussed and confirmed to ensure efficient handling of customers and reduce the number of customer complaints. 
• Conduct periodic facility checks and review service jobs to ensure timely and quality work is performed and critical issues/problems are resolved in a timely manner. 
• Ensure that repair orders are raised and processed according to the established guidelines and that work is completed to schedule. 
• Support technical staff to ensure maintenance of tools is done on a timely basis to ensure costs of business is kept to minimum without compromising on the safety aspect. 
• Supervise the work of mechanics to ensure that the set workshop processes are followed so that the workflow, quality standards, profit, availability of parts and customer satisfaction is maintained. 
• Ensure customers are contacted to set-up periodic maintenance reviews of their cars. 
• Keep customers fully and regularly informed of changes to costs and expected completion times/dates and ensure that vehicles are properly handed over to customers, including invoice explanation and advising future requirements. 
• Oversee submission of product quality feedback to Principals, check quality of product defect reports and follow up with Principals for resolution of product issues to ensure timely and quality service. 
• Develop and maintain profitable relationships with existing suppliers. 
• Facilitate periodic audit through Warranty Manager to ensure specify repair order write-up process and correct workshop procedures are followed. 
• Implement Health, Safety, and Security policies and procedures at the BU specified by the Group Asset Protection Manager at the Corporate to maintain a safe and secure working environment and ensure best practice guidelines are embedded in everyday operations. 
• Coordinate training with the Human Resources function to ensure that the staff is well trained to meet the set workshop service standards.
• Provide leadership and direction to subordinates towards the achievement of goals and objectives. 
• Ensure that team members are acquainted with the changing situation and the developments of ATG. 
• Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles. 
• Prepare performance evaluation and appraisal reports of direct reports to assess subordinates productivity and progress and identify training needs of team members to improve efficiency and ensure conformity with standard procedures and practices.

Qualification & Experience:

•  Graduate Degree in engineering (Mechanical/technical) discipline and management qualification
• Previous experience of workshop management experience, with at least 7 years experience in workshop management in auto brands
• Understanding of fleet business (B2B) and End consumer marketing know-how (B2C) 
• Strategically and conceptual thinking. 
• Should have strong leadership and proven experience in resources planning and deployment. 
• Should be able to communicate effectively and have excellent negotiation skills. 
  Should have skills in project, quality and strategy management. 
• Should be able to participate and facilitate group meetings. 
• Should be able to lead and motivate teams. 
• Should be able to plan, organize and prioritize workload, and ensure deadlines are met

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