Position: Service Manager
Reporting to: General Manager Nairobi Toyota
Department: Service
Location: Nairobi
Reference No: Service/10/01
Job Overview
To ensure effective and efficient service management through developing, implementing and monitoring technical processes and systems that promotes profitable business performance.
Key Responsibilities
- Prepare annual budgets and forecasts accurately, monitor and report on achievement in addition to developing and implementing action plans to manage variances
- Ensure that the service products are competitively priced in a way that promotes business profitability.
- Regularly monitor and review Service processes to promote efficiency and increase customer satisfaction.
- Responsible for planning and ensuring availability of sufficient man power capacity to handle all the key areas within the workshop job flow process for optimal productivity.
- Ensure customer satisfaction by effectively following up on customer complaints and ensure timely resolution
- Build fruitful relationships with customers and ensure that complaints are resolved in an efficient and timely manner
- Oversee and approve all departmental process and functions and ensure adherence to laid down standards and guidelines
- Develop and facilitate the implementation of effective strategies that promote customer acquisition and retention
- Motivate and provide leadership to the service team.
- Responsible for overall team development
Education Background & Experience:
- The candidate should have a BSC Degree in Engineering.
- In addition he/she should posses a postgraduate qualification in a Business related field and a minimum of 8 years experience in a similar role in the automotive industry, 3 of which must be at managerial level.
Required Competencies:
- The candidate must be able lead a team and have budgeting and financial control skills.
- We are looking for someone who is customer focused with the ability to build relationships across all levels and has excellent communication skills.
Position: Service Reception Manager, Nairobi Toyota
Reporting to: NT Service Manager
Department: Service
Location: Nairobi
Reference No: Service/10/02
Job Overview
To guide and support service advisors to identify customer needs whilst maintaining effective communication and follow-up on all jobs for improved through put and ultimately achievement of service revenue targets.
Key Responsibilities
- Ensure excellent customer service through coordinating job flow process between service reception and workshop floor.
- Responsible for ensuring that the service department contributes to customer satisfaction by providing excellent customer care & strengthening customer relationships for both existing and prospective customers.
- Manage the achievement of service throughput by effectively coordinating service appointments and work in progress to avoid workshop congestion.
- Ensure that all customer vehicles are delivered in good condition and within promised delivery times.
- Maintain an effective communication system to customers by ensuring timely updates on additional repair jobs, estimated costs and completion time.
- Guide the development of service advisors to ensure improved competence and customer satisfaction.
- Actively promote the services and benefits of the Company’s service and parts departments to all customers.
- Ensure that all customer complaints are handled in a timely and efficient manner.
- Ensure that all service advisors follow laid down Customer Service procedures and adhere to Toyota Standards in executing their duties.
- Responsible for increasing service revenues by following through on issued quotations to convert them into sales
Education Background & Experience
- The candidate should have a Degree in Mechanical Engineering or a related field and a post graduate qualification in Customer Service management.
- He/she should have minimum 2 years experience in front office /customer service management.
Required competencies
- The candidate should posses excellent customer service skills in addition to having excellent communication and interpersonal skills.
- We are looking for a someone who is a team player, has the ability to handle pressure and is able to manage conflicts and diversity
To apply:
Qualified applicants are invited to send a cover letter quoting the reference number illustrating their suitability for the position against the listed qualifications and competencies together with a detailed curriculum vitae.
Applications should be sent by email to applications@toyotaea.com not later than 22nd October 2010.
Only short listed candidates will be contacted.
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