Quality of Repair and F1 (Fix It Right The First Time) Rate Performance
Warranty Policy and Procedure Implementation and Compliance
Technical Bulletin & Service Campaign Completion Compliance
Service Marketing Research and Initiative (Service Retention and Penetration)
Manpower and Staffing Management (Personnel Management, Development and Motivation)
Training Plan and Program (Service Operation Training Needs Analysis)
Facilities (Facilities Improvement & SST Tools and Equipment)
Inter-Department Relationship Representative
Functional Duties &Key Tasks
Perform careful planning and forecasting labor sales budgeting for workshop based on available information resources
Develop strategies, tactics, specific actions, person responsible, with timeline and budget (if any) to achieved planned objectives and targets
Discuss, agree and cascade with all workshop personnel on the proposed business plan and sales budget
Communicate customer satisfaction standard to all service personnel
Implement service processes that support customer satisfaction
Monitor results of the CSI and implement process strategies to continually improve customer satisfaction ratings
Resolve customer complaints and build loyal customer to the dealership
Monitor, conduct performance review and analyze problems affecting service operation key performance indices and areas in need of improvement
Implement recommended improvement initiatives and correction of the problems
Ensure and enforce consistency of implementing the solutions and monitor results within the prescribed and agreed time frame
Enforce implementation and ensure compliance and excellent execution to standard service operation standard policies and procedures and management system
Enforce operational cost management and budgetary control allocation through maximizing revenue and minimizing cost
Manages departmental expenses and ensures net profit as set are achieved
Chaired regular meetings with all service staff and group meetings for solving operational problems
Conduct daily operation review with Team Leader and Quality Controller
Enforce adherence to the implementation of warranty policy and procedures to satisfy our customers and keep image and reputation of the product
Implementation of F1 (Fix It Right The First Time) Program and initiatives
Monitor technical issues and product quality concern and assure conducting of technical report of Quality Assurance
Escalate unresolved technical issues related to Quality Assurance to service manager
Identify service operation current situation and develop effective service marketing initiatives
Monitor competitor?s activities and customer requirements and recommend service marketing program with Marketing Department (if any)
Establish program that would develop and motivate manpower resources (Performance driven incentives and recognition, skills competition, regular meetings & company shop rules & discipline)
Establish an effective training plan the conduction of training needs analysis, skills requirement inventory and training record
Ensure proper utilization of all the service facilities and maintains equipment in effective, proper and safe working condition
Establish equipment maintenance schedules, and advise management of equipment needs to improve productivity, efficiency and quality of repairs
Initiate housekeeping, safety and security procedures that results in a safe and attractive working environment
Maintain attractive shop and service reception areas that minimize clutter and will create a positive reaction and perception from customer
Enforce and implement organized vehicle parking management and organization
Builds teamwork spirit, cooperative and unity between all members and staff Service Operation
Maintain smooth, effective and cooperative relationship with other dealership departments
Prepare for and participates in meetings with Management and other department head
