Service Manager (Scania)

SMG Automobile Services

Develop and promote After Sales products and services to new and existing customers through effective marketing activities, promotional programs and campaigns.

Closely build and develop customer relationships and loyalty, ensuring needs and expectations are being met and that services are developed to meet future customer needs.

Responsible for developing and managing the After Sales department income and expenditure budgets, ensuring financial performance targets are met through the maximisation of profitability in the Workshop and

Parts Department, the achievement of targets and efficient use and control of resources.

Responsible for driving the After Sales team to deliver excellent customer service and quality workmanship.

Oversee the handling of customer complaints, ensuring that they are resolved to the mutual satisfaction of the customer and the dealership.

Manage personnel requirements within the After Sales department, including:

- recruitment of qualified employees

- ongoing development and training for employees to meet the demands of the business and monitoring of apprentices

- conducting performance assessments

Ensure that all employees are informed of the company’s vision and core values, financial position and performance, products and working methods.

Work in cooperation with other departments to achieve business objectives, ensuring that there is open and effective communication.

Negotiate and/or participate in negotiations with customers giving appropriate assistance to other departments

Monitor pricing and discounts to ensure that they are at the appropriate level.

Keep informed of developments in the area of operation and regarding products, working methods, tools and equipment, through training, literature and information from, amongst other sources, Scania. Ensures that the departments’ requirements are adapted accordingly.

Monitor market movements, trends, demands, and regulations, present and future needs and inform appropriate persons within the Organisation

Responsible for managing supplier contacts.

Responsible for ensuring that the organisation, distribution of tasks and procedures are developed and adapted to relevant capacity requirements and employees’ abilities.

Support and promote a safe and healthy work environment maintaining safe work practices at all times, including overseeing all Health and Safety regulations within the After Sales department, maintaining a high standard of cleanliness and tidiness.

Comply with Company policies and procedures, including the completion of documents and records