Suzuki Auto Angeles - Service Manager

Suzuki Auto Angeles

113 Mc Arthur Highway Brgy. Sto. Domingo Angeles City, Pampanga

JOB DESCRIPTION

Job Summary

Responsible for the overall accountability of a company's service business requirements, ensuring that business needs are being met.

Manage the Service Department and handles customer service interactions, reports, and repairs by providing the highest level of customer satisfaction.

Maintains a strong working knowledge of all industry standards and practices as well as the company's products and services.

Primary Duties and Responsibilities

The position holder shall undertake for the following functions:

1. Performs job functions consistent with the corporate vision and mission statements and the core values of the company; ensures that subordinate employees perform their respective functions in like manner.
2. Plans, organizes, and controls the operation and activities of the work unit, prepares and secures approval of the budget in support of such operation and activities.
3. Manages Service Department to ensure customer needs are met and vehicles are fixed right the first time.
4. Makes ocular inspection of the operations of the Service Department either direct or supervision through intermediary level of authorities.
5. Conducts meetings with staff to discuss operational needs of the department. Adjust their complaints and /or grievances if found out to be in order and/or make proper recommendation if not within his scope of authority.
6. Handle customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
7. Ensuring that all repair orders, proforma invoices, gate pass, and other pertinent document related to service operations are strictly monitored accordingly.
8. Conducts monthly inventory audit of Parts, Tools and Equipment in compliance with the Company Policies and Procedure.
9. Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
10. Conducts vehicle servicing survey within the industry from time to time to study and analyze data and figures gathered to determine competitive services rate for implementation.
11. Performs marketing related activities particularly in offering the services of the dealership to companies or fleet accounts and insurance companies.
12. Implements process’ that supports Customer Satisfaction Standard.
13. Monitors results of the Customer Viewpoint campaign and implement process strategies to continually improve customer satisfaction ratings.
14. Implements the Quality Care process and monitors strict compliance of the process.
15. Reviews documents related to service of vehicles to ensure they are complete, meet all legal requirements and are properly executed.
16. Establishes and maintains effective working relationship with another department.
17. Prepares and participates in meetings with management and other departmental personnel.
18. Manage departmental expenses effectively.
19. Develops and maintains highly qualified, satisfied, competitive and productive Service personnel to achieve departmental objective:

a. Interview and hire service department employees

b. Coaches and counsels employees

c. Monitors and evaluates performance reviews of subordinates

d. Communicates job responsibilities and expectations to subordinates.

e. Plans, and recommends personnel and compensation changes.

f. Ensures all employees leaving the dealership follow all termination procedures.

g. Facilitate employee development through mentoring, cross-training, and public seminars and trainings.

1. Prepares business review and discuss service department business plan.
2. Reviews requisition for purchase coming from all work units and recommends action to take on such requests.
3. Participates in collegial planning for policies, procedures and systems, problem solving, decision making and performance monitoring through participation in standing and ad hoc committees, task forces, and project teams.
4. Supervises and controls planned and intervening activities of subordinate officers and employees concerning the performance of their job functions and completion of task assignments in accordance with prescribed standards, in the process providing motivational approaches, training and development, coaching, and counseling, or disciplinary action as needed.
5. Performs such other duties and responsibilities analogous, germane or related to and / or implied from the above enumeration of duties and responsibilities.
6. Signing Authority:

a. Recommends approval of Employees’ Leave of Absence Form

b. Recommends approval of Employees’ Authority to render overtime Form

c. Department Purchase Requisition Form.

d. Service Invoice

e. Repair Order

f. Gate pass for release

g. Gate pass for Road test

h. Purchase Order for Sublet

i. Transfer Authority with joint signature of Parts Head, Branch Head, GM

j. Fuel Purchase Order

k. Approval of discounts to clients for Service Invoice with approval of GM

l. Service operations-related forms

m. External Communications with approval of Branch Head or GM

JOB SPECIFICATIONS

Education

Completion of a bachelor’s degree of any four-year course.

Experience

Preferably with three years of relevant work experience on a Managerial level from Automotive Dealership.

Core Competencies

Persons being considered for appointment to the position should exhibit the following mandatory job dimensions at point of entry:

· Professional and Technical Proficiency

· Planning and Organizing Skills

· Excellent Leadership Skills

· Should display a strong sales-minded attitude

· Should also have the ability to develop and maintain strong, positive relationships with customers

· Interpersonal Sensitivity Skills

· Communication Skills

· Attention to Details

· Analytical Skills, Decisiveness, and Judgment

· Above average oral and written communication skills

Special Competencies (desirable job dimensions)

It is advantageous for the prospective appointee to this position to exhibit the following desirable job dimensions:

· Initiative and Resourcefulness

· Creativity and Innovation

· Stress Tolerance

· Flexibility

· Above average customer relations skills.

· Computer Literate and capable of using Microsoft office programs and DMS (Dealer Management System) mandated by our Company/Distributor.

Waiver of Required Qualifications

The organization may waive some of the qualifications if:

· There are equivalent academic credentials, training, or work experience that may be substituted for the specified qualifications

· The organization will provide the training at entry level to equip the incumbent for the position.

Work Location: In person