- Responsible in ensuring the smooth functioning of the service centre and its activities through leading, motivating and guiding the aftersales service team to achieve business goals and KPIs in accordance to corporate policies and principal guidelines.
- Responsible in both defining and ensuring achievement of throughput, service turnover, profitability, Retention and customer satisfaction targets through proposing suitable measures, close monitoring and driving of service centre performance.
- Responsible for planning, organising and optimising workshop efficiency, productivity and utilisation for workshop staff while maintaining quality levels of service and repair work in line with brand principal requirements. (Specifically looking at workshop time analysis at minimum weekly)
- Ensure adherence of the 5 “S” housekeeping practice of tidiness and cleanliness to all areas of the service centre as well as ensuring that its environment meets the Ministry of Manpower’s workplace safety & health requirements.
- Provide proactive support for all escalated customer enquiries, feedback or complaints by interacting with customers directly and coordinating with customer relations and other departments to allow for service recovery that exceeds expectations.
- Be accountable for all purchases in relation to service centre requirements in accordance to corporate policy and brand principal guidelines with consistent monitoring and analysis of cost/spending.
- Responsible for planning, coaching and implementing personnel requirements in aftersales and also have development plans for staff through periodic reviews to ensure consistency and improvement in work attitude and performance.
- Work closely with bike sales admin and sales department for smooth PDI and delivery of new bikes.
- Stay up to date with relevant authorities and regulations within the automotive industry
Requirements:
- Minimum Diploma or Degree holder in engineering
- Minimum 5 years of experience in relevant industry field
- Professional experience in service section of an automotive dealership
- Leadership experience with analytical skills
- Ability to manage service operations and provide technical analysis for continental bikes
- Ability to handle customer complaints well and provide quality service recovery.
