Job Responsibilities
- Optimize the flow in the Service Delivery Process.
- Proactively develop, manage and lead the workshop business and operations efficiently and profitably.
- Maximize customer and employee satisfactionas well as business performance.
- Manage customer relationships, ensuring that customers have great confidence in the workshop through the provision of excellent service.
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, following defined and updated standards and guidelines.
- Set routines and carry out meetings/daily follow up.
- Verify efficient flow of authorised work in the workshop, ensuring quality and documentation.
- Ensure that the distribution of tasks and procedures are developed and adapted to relevant capacity requirements and employees’ competence anda bilities.
- Develop, implement and monitor standards and routines to maintain a high standard of cleanliness and tidiness within the workshop.
- Monitor the on going condition of work shop facilities, tools and equipment, arranging purchase, repair and calibration when required.
- Continually monitor business KPI's and the targets accomplishments.
- Monitor and handle deviation, initiate in due time proper actions and/or escalate when necessary.
- Good in depth knowledge of customer´s business and operations and their needs.
- Form and maintain the right level of relationships with customer representatives.
- Monitor the processing of complaints and process major or complicated complaints.
- Provide technical and other support to the work shop and external customers.
- Enable a team based approach and ensure that there is an open and clear communication and information flow both internally and externally toward customers.
- Market and communicate Company services and the portfolio to existing and potential customers.
- Build local service strategy, portfolio and solutions aligned with BU strategy (breakdown method).
- Create action plans to implement the business strategy.
- Monitor the customers’ market/transport business development and competitors in the area.
- Align the portfolio, pricing and promotion to customer needs.
- Cooperate with the Parts department to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to.
- Cooperate with the Sales department to ensure a good in formation flow with regards to the customer and their business.
- Monitor the workshop’s pricing and discounts to ensure that they meet the established level.
- Propose the annual budget.
- Regularly follow up service business and financial results.
- Manage and analyse the work shop’s running costs and expenditure budget.
- Set, monitor, maintain and follow up KPI’s.
- Work with and handle applicable licenses for the work shop operations, monitor possible developments.
- Supervise the staff, including monitoring of time keeping and productivity.
- Communicate and follow up on the targets, local service strategy, portfolio and solutions.
- Allocate tasks and responsibilities within the action plans.
- Work actively with change management, initiate, implement and sustain changes when needed.
- Over see and lead the development of the personnel requirements within the department, working in line with the local HR processes including: recruitment of competent employees on going development and training based on
business and employee needs design and implementation of appropriate incentive schemes conducting performance assessments. - Collaborate and work in cooperation with other departments to achieve business objectives,ensuring that there is open and effective communication.
- Support and promote a safe and healthy working environment maintaining safe work practices at all times.
- Actively work with and promote the principles and methods of the Scania Retail System (SRS) as the means for driving continuous improvement.
- Promote and work with the Scania Dealer Operating Standards(DOS) to ensure uniform quality standards in all areas of the business.
- Comply with Company policies and procedures, including the completion of documents and records.
- Perform other duties as may arise from time to time and as may be assigned.
Job Requirements
- Degree holder in an appropriate discipline.
- Previous supervisory experience
- Relevant work and technical experience in an automotive industry or service or related business.
- Heavy vehicle license preferable
- A high level of innovation and business skills.
- Knowledge of the heavy truck and bus industry.
- Ability to build and manage key relationships and deliver excellent customer service.
- Ability to identify opportunities for business development.
- Ability to take initiative and work under pressure.
- Effective time management skills and ability to meet deadlines.
- Fluent in English (written and oral)
- Good computer skills in a Microsoft Windows environment