Service Manager – Automotive – Al Mulla Group

Role Objective:

To independently manage Mitsubishi Motors Service Center operations to ensure high quality service to customers, achievement of expected service revenues and enhancing customer retention.

Major Duties & Responsibilities:-

Assist Senior Management in formulating long term strategy and business plans for Service department to retain and enhance the customer retention without compromising on the profitability and service standards of the Service Department.

Improve revenue generation by ensuring customer satisfaction and retention by providing high quality professional service to customers in line with MMC standards

Conduct regular random checks on all phases of service operations to compliance on all stages of the service cycle

Analyze and track performance of productive and non-productive personnel employed in the operations by means of control sheets and reports generated by Accounts and customer feedback data received from other sources on a regular basis

Drive performance improvements programs in the service department on internal audit and CSI parameters, Safety Health and Environment (SHE) norms

Work closely with all departments such as Technical & Warranty, Customer Relations and Parts and ensure optimal service solutions to customers

Execute implementation of new systems and procedures related to service operations based on MMC guidelines

Interact with representatives of Insurance companies to settle insurance claims from them for Al Mulla customers as and when required

Assist colleagues and foster an environment of teamwork and collaboration.

Contribute to the department’s development by providing timely suggestions and feedback.

Make requisite attempts to handle customer complaints in a prompt and effective manner and as per company policies and practices and escalate cases to the superior as required.

Provide inputs to Senior Management regarding manpower planning hiring and promotion of personnel

Identify individual training needs, nominate staff for training and provide development inputs on the basis of performance reviews; ensure multi-skilling of service staff on various service operations

Track performance of service personnel on various performance parameters

Maintain and promote staff motivation and inculcate customer awareness

Carry out performance appraisals as per company policies and procedures

Make requisite attempts to handle all grievances raised by subordinates in a prompt and effective manner and escalate such matters to senior management, as and when required

Job Details

Preferred Candidate

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