Service Manager

Job Role - Service Manager

Location - Zambia, Angola, Indonesia

Internal/External Interactions:

Ensuring compliance with brand standards & other statutory requirements and achievement of aftersales turnover in terms of labor & parts revenues

Guiding a team members of After Sale & Service & Assembly for ongoing & action plan for After Sales Teams

Establishing new service network as per sales volume for Myanmar Region by developing local Technicians as OUT SOURCED SERVICE CENTERS for Service Support and PARTS RESELLERS for Parts support

Implementation of common process at all branches in terms of Skill, Systems, processes and identifying gaps and providing best solutions

Monitoring the spare parts & work orders through KERRIDGE System, providing technical support to the clients and escalating issues

Directing new/existing branches appointment with 3S Facilities, controlling direct & indirect expenses for after sales budget and managing complaints relating to warranty and IRU through JD portal

IRU management system handling, parts approval, claim submission process, failed parts recovery and Audit management to JD on monthly basis

Organizing customer clinic & service campaigns on monthly basis, enhancing customer satisfaction matrices through on-time delivery of spare parts and monitoring customer complaints & warranty/IRU issues

Performing PDI & installation monitoring on daily basis with 5S implementation at shop floor & maintaining the Response time with in 8hrs

Alerting JD team for critical issues through EDPR (early detection and process resolution process) and getting right solution.

Focus customers to get great CUSTOMER EXPERIENCE and show differentiation with JD and other competitors.

Implements annual Service Department goals and budget, in alignment with the organizations financial and operational objectives.

Executes Service Department marketing strategically plan and implement best strategy throughout the country to render best services to customers.

Takes the lead in sharing best practices and implementing common processes throughout the Service Department.

Monitors individual and overall Service Department performance relative to labor sales and expense control in line with the organizations objectives.

Schedule and assign jobs and work areas to employees according to their skills and knowledge Coordinates and resolves interdepartmental issues.

Submits all service warranty, IRU and Product Improvement Program claims within the required time frame to receive maximum credit.

Reviews all management reports necessary to audit the performance of department and individual employees Hold departmental meetings on a regular basis

Training the team by identifying gaps and upgrading the Skill matrix.

Functional Responsibilities

Communicate closely with OEM so for warranty and Training

Follow up customers to obtain feedback and ensure they are satisfied with received service

Answers technical questions about vehicle problems, warranties, services, and repairs.

Maintains Customer Satisfaction scores at or above company standards.

Assists in diagnosing vehicle problems.

Oversees administration of IRU claims.

Oversees training and supervising of service & Assembly department employees.

Works with upper management to make service department hiring and discipline decisions.

Sets schedules and assigns tasks to service department employees.

Reinforces company policies and adheres to company standards.

Encourages compliance with applicable laws and regulations.

Maintains good working relationship with workshop, parts and sales department

Maintains effective employee relations.

Manage technician productivity.

Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression with the customers.

Develops, monitors and ensures execution of Customer Service Strategy and plan to deliver optimal balance of service levels and cost of revenue.

Internal communication and cross-functional collaboration with Sales, Finance,

Logistics and Production.