Regional Service Manager

Status: Full time Position

Job Title: Regional Service Manager

Reports to: Regional Aftersales Manager

Job Summary: The Regional Service Manager plays a vistal role in ensuring the efficient customer centric operations of the service departments in both CAR and 3rd party dealerships. They must possess a desire to deliver exceptional customer experiences, collaborate with other department heads and utilize a combination of key performance and lead indicators to identify opportunities to improve the aftersales offering.

Objectives of this Role

Management

• Plan department objectives, jointly with the Regional Aftersales Manager and attain them.
• Prepare and manage the annual operating budget of the CAR service department.
• Review the menu of services offered for the various models sold and amend as necessary.
• Remain knowledgeable on new equipment and tools, and makes purchasing recommendations.
• Oversee work, such as those concerning the removal of hazardous waste, etc.; understands and observes them.
• Implement and maintain a customer satisfaction system for the service department.
• In collaboration with the Regional Marketing Manager, plan and implement a marketing plan to solicit new clientele and maximize retention of existing customers.
• Ensure that all documents required by the manufacturer, or the company are available and properly completed.
• Ensure customer files of the after-sales department are consistently up to-date and

easily accessible.

• Attend management meetings, supplier meetings and all other meetings as required.

Reporting

• Issue the reports required by the Regional Service Manager and the manufacturer.
• Analyzes all reports on customer loyalty, and makes recommendations to the relevant supervisor, where applicable.
• Monitor warranty reporting to ensure a high claim success rate and reconcile reimbursements.
• Verify the technicians’ daily productivity reports, as well as the documents used

to prepare the payroll.

Service

• Build and maintain smooth relations with the customers, to obtain their loyalty,

and take note of any potential customers they may recommend.

• Ensure that the workshop is appropriately loaded to ensure high levels of productivity without sacrificing customer service.
• Utilize coaching techniques to support technicians with complex repairs, and occasionally when needed, take over jobs that require a high degree of technical competency. 
• Ensures that the repair work meets strict quality standards. Ensure that all customers are given reasonable estimates of the costs and time required for their repair jobs and maintenance work.
• Maintain a top-quality repair service and aim to reduce returns to the shop.
• Prepare lists of labour costs for the more routine maintenance jobs.
• Handle customer complaints as soon as possible, based on dealership guidelines.
• Ensure that special tools are properly maintained and stored and that stock is sufficient.
• Ensure the cleanliness of the work areas and customer waiting room.

Warranty

• Examine the rules applying to warranty policy, understand and implement guidelines regarding warranties, see that claims are appropriately processed and forward details and clarifications on the warranties to customers.

Training & People Management

• Coordinate with the training department to plan and organize the technical training.
• Train, motivate and advise service department employees and ensure that they are productive.
• Evaluate and verify the performance of the employees in his/her department, making use of the appropriate reports, verification systems and surveys.
• Hold periodic meetings of department personnel.
• Prepare the activity schedule for employees and enforce compliance.
• Endeavour to promote harmony and a team spirit within the dealership departments.
• Build and maintain smooth relations with professional training schools, to facilitate personnel recruitment activities.
• Responsible for workplace health and safety.
• Performs other tasks, based on management requirements and instructions

General Job Requirements

• Design, implement and consistently fine-tune the service core process playbook. 
• Develop operational reports for both senior management and the dealer network.
• Manage, coach and develop the team to reach their full potential and performance.
• Ensure services and repairs are carried out to the highest safety standards.
• Collaborate with the Training Department to ensure that team members have the support and tools needed to deliver exceptional experiences.
• Plan, forecast and deliver on annual targets set and agreed by the Regional Service Manager.

Skills and Education

• Bachelor's and Business Administration, Automotive Technology, Engineering, 
• Proven experience in an Automotive Service Department
• Notable Customer Service Skills and verbal and written communication Skill
• Proficient in MS Office
• Preferred Qualification

DISCLAIMER

The above statements are intended to describe the general nature and level of work being

performed by persons assigned to this classification.  They are not intended to be construed as an

exhaustive list of all responsibilities, duties and skills required of personnel so classified.