Service Operations Manager

Automotive Distribution & Marketing Company Ltd

Responsibilities:

• Defining qualitative and quantitative annual targets in consultation with the board of management
• Implementing and pushing through the service targets agreed with the board of management in terms of service market exploitation, service loyalty, parts, and workshop turnover as well as high-quality care.
• Performing and evaluating regional market and competition studies for the service area.
• Defining a range of Aftersales services offered by the individual dealership and oriented towards the appropriate target groups, with consideration for the competitive environment.
• Implementing standards/directives for the service area defined in the dealership and those specified by GWM/ADMC.
• Guaranteeing participation in the ADMC Service Report to establish benchmarking in comparison with other dealerships.
• Carrying out internal workshop tests and implementing improvement measures to improve service quality.
• Performing regular internal quality measures.
• Optimizing the service procedure organization using company-specific IT systems.
• Definition of workshop working times and opening times in the service area, in consultation with the board of management.
• Oversee service team, auto service staff, and vehicle repair processes to deliver a positive service experience and maintain profitability.
• Maintain a high level of customer satisfaction in all automotive service capacities to increase retention and referrals.
• Forecasts goals and objectives for the department and strives to meet them.
• Monitors and controls the performance of the department using appropriate reports, tracking systems and surveys.
• Develops and implements a marketing plan which promotes new and repeat business.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• DMS issues and following it up with the supplier.
• Following up the reports.
• Set monthly KPIs and targets.
• Following up the new projects
• Manage the PDI center.
• Hiring
• Communication with GWM service team.
• Communication with other departments.