JOB DESCRIPTION

Manages service department team members, including customer service interactions, reports, and repairs. Provides the highest level of customer service with a sales-minded attitude while developing lasting customer relationships.

RESPONSIBILITIES
• Manage all technical & service operations & responsible for key technical decisions for the brand.
• Ensure that meticulous quality control after repairs is in place & consistent high-quality service.
• Adhere to procedures and perform daily supervision of team members to ensure that there are no deviations to established processes, policies and standards, particularly from booking to delivery of vehicle, including wash bay/washing quality.
• Bring out new revenue streams/new repair practices/health check campaigns/preventive maintenance
• Assist in the reporting to manufacturer – technical issues
• Construct the operational budget and follow it up
• Send periodic reports as requested by the manufacturer.
• Set required... actions to avoid parts supply disruption and set regular meeting with the parts department to build cooperation.
• Responsible for the brands health in terms of A/sales (quality
• Liaise with Brand Manager and Marketing team to develop marketing strategies
• Make sure we are compliant with brands requirements
• Manage customer conflict
• Handle customer complaints from the CRM department and from customers directly and finds effective solutions in a timely manner.
• Meet and interact with customers for technical explanations & join test-drives to verify complaints. Build confidence of our customers based on our expertise.
• Motivate and engage team members
• Define individual training program to gain required skills and increase their competency, includes giving in-house trainings and trainings delivered online and at the manufacturer training center. Follow up and report monthly training hours.
• Manage performance of team members, including objective settings, performance review, improvement plans, disciplinary program
• Promote cooperation and teamwork among all service employees, and provide support and coaching to team members when necessary
• Perform weekly or Bi-weekly Stand-up meeting to ensure all updates or new information concerning internal operations, HR Information or Brand information is shared among all team members
• Compile and send monthly incentives for all technicians and staffs, provide monthly performance feedback to team members.
EXPERIENCE & KNOWLEDGE
• At least 5 years in aftersales automotive industry
• At least 3 years of team leadership/management
• Good Computer skills (Microsoft)
• Knowledge of DMS is an advantage
• Diploma or min HSC + strong experience & certifications
• Fluent French/English (reading, writing
Port Louis Mauritius

Salary Criteria