Contract Type: Permanent
Location: East Malaysia - Sarawak
Salary: 6000.00 - 8000.00
Start Date: 29 Jan 2021
Reference: en-48417
Contact Name: Stephanie Yen
Contact Email:
Job Published: January 29, 2021 17:52

Job Description

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