Job description
- To lead the Aftersales Service team in achieving the Company’s set goals and ensure that business objectives, KPIs in service delivery, customer service satisfaction, service processes and operating profits are being monitored closely and met accordingly.
- Responsible in achieving monthly budgeted service turnover and operating profit through daily cars intake and operating expenses.
- Ensure that the quality of service and repair work performed daily are closely monitored and to meet the required Principal’s standards.
- Maintain workshop efficiency, productivity and utilization usage for workshop staffs through close monitoring via daily time analysis report.
- Responsible for recruitment and deployment of staff under his charge to ensure that daily operations run optimally.
- Maintain and ensure that the service centre meet the government regulations such as Workplace health and safety of our workshop and frontline employees.
- Ensure Service Centre daily work processes, workshop BMW diagnosis networking, software and equipments are maintained and meet BMW retail standard requirements.
- Determine the degree of efficiency, productivity, utilization rate, service sales turnover, net promoter score (NPS), on a monthly basis by evaluating the time analysis report, management report and BMW VOC report.
- Assess the need to purchase and authorize the ordering of workshop consumable items, tools and equipment.
- Conduct periodical review of the performance of individual staff to ensure that work attitude and performance are in line with the Company’s objectives.
- Propose and take appropriate measures in streamlining work processes and motivate workshop and frontline personnel.
- Maintain and strengthen customer service processes to improve customer satisfaction at all times.
- Develop staff through training, coaching, mentoring to enhance their performance and build their competencies.
- Conduct weekly and monthly meeting with key personnel to share and feedback from key results for corrective action and continually seek for improvement.
- Build strong rapport with internal and external stakeholders/customers in order to meet the required business objectives and Principal’s targets.
- Build and maintain good relations with National Automobile bodies / authorities and the major competitors for close observation of the service market, its development and trends.
- Develop and promote team spirit within the Aftersales personnel through technical / non-technical training, salary, and condition structure and career system. Ensure all staff has a clear understanding of the company’s direction.
- Setting up and control of proper warranty structures and procedures according to BMW regulations. Close follow up of cost development in warranty and goodwill. Ensure product campaigns are being implemented and follow through.
Job requirements
- Degree in Engineering preferably in Mechanical Engineering or Business or Financial
- Broad understanding of all aspects of the automotive industry.
- Minimum 5 years of experience in premium brand automotive business
- Minimum 5 years management experience
- In-depth understanding of all aspects of the Aftersales discipline. Service, Bodyshop, Parts, Pre-delivery, Trade Sales and Customer Service.
- In-depth understanding of all aspects of the Principal / Importer and retailer relationship and business practices. (Corporate Identity, resource requirements, customer satisfaction, training, marketing and communications).
- In-depth understanding of key performance indicators in the individual departments and the cross functional drivers of business performance as a whole.
- Result Driven Individual with strong business acumen
- Aggressive and forward thinking
- Ability to analyze and use Financial Reports
- Excellent communication skills, including presentation effectiveness.
- Well rounder conceptualization skills, creative, ideas generator.
- Well rounder personal effectiveness with good negotiation and influencing skills.
- Emphasis on performance, goal and team orientated.
