SUMMARY OF POSITION:
To ensure the company offers the best service to all customers by leading all the staff in the Service department and to improve customer retention and satisfaction.
Reports to: Director- Aftersales.
Direct Subordinates: Service, Body shop, Warranty & Tech. Managers, and Service Admin. staff.
Coordinates with: Sales, Finance, HR and Training, IT, Parts Managers, manufacturer’s representatives, suppliers and other company representatives.
THE MAIN JOB FUNCTION:
To organize all service department activities to ensure the most efficient and profitable operation of the Service Department to satisfy customers and enhance customer relationships.
To develop service network national-wide based on the company’s strategy.
To ensure that the Service Department achieves target objectives.
To ensure premises, tools, equipment and other dealership assets are controlled and used effectively.
To organize the service department and in particular, control resources and assets at a level commensurate with profit targets.
To create an environment where the department and its staff develop and excel.
To enhance the reputation of the company at every opportunity when interacting with others.
To keep excellent relationship and communication with manufacturers and suppliers.
To implement Manufacturer's Dealer Operations Standards at all service centers.
To prepare the annual budget for all service department.
To maximize departmental profitability through the effective marketing and sale of labor, parts, accessories, lubricants, other charges, and other value-added products and services.
To maintain an effective control of expenses in line with agreed objectives.
To set up KPIs for service division and to evaluate their performance and guide them to improve their service quality, customer satisfaction, customer retention, to improve service quality.
To train and improve service staff for their performance and ability to meet customer’s needs for service satisfaction.
Any other assignments from Management.
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