Service Supervisor

Client of Worldwide Recruitment Solutions

1. Operations

• Establish and maintain professional relationships with customers to ensure retention.
• Ensure Service Advisors listen to customers and record requests, complaints, and service expectations accurately on the repair order; ensure accurate cost and time estimates are provided.
• Ensure customer complaints are handled tactfully and promptly by Service Advisors as per dealership guidelines.
• Monitor and check progress of repair jobs with technicians; inform customers of any additional problems affecting cost or time and explain recommendations for additional servicing.
• Ensure customers are informed upon arrival of specialty parts orders.
• Ensure regular and error-free maintenance of the customer database.
• Ensure Service Advisors proactively alert customers on service due for their vehicles.
• Approve additional service work cost estimates after discussing with concerned Team Leaders.
• Handle all customer complaints escalated by Service Advisors and assist in resolving them.
• Monitor Service Advisor performance and help maintain high customer service standards.
• Accompany tester on road tests where required to confirm customer problems are resolved.
• Monitor CSI scores, analyse areas of customer dissatisfaction, and take corrective action.
• Ensure 24-hour roadside assistance is efficiently delivered for VIP clients; provide roadside maintenance services.
• Provide replacement cars to key customers where required; monitor and report usage to the Service Manager.
• Ensure proper housekeeping of customer vehicles and waiting area.
• Comply with Quality Standards and Health & Safety procedures.

2. People Management

• Appraise reception team performance and provide feedback to the Service Manager.
• Identify training needs and nominate staff for relevant training programs.
• Maintain and promote staff motivation.
• Carry out performance appraisals per company policies and procedures.
• Handle subordinate grievances promptly and escalate where required.

COMMUNICATION Internal: Reception, Parts, Workshop External: Customers & Vendors