JOB PURPOSE:

Manage day to day activities of entire workshop to ensure that vehicle repair, delivery and quality requirements are met within the agreed timescales, resulting to better revenues and profit.

KEY RESULTS AREAS / DELIVERABLES:

Delivery

• Manage and control day to day production activities to ensure that vehicle repair and delivery are met within agreed timescales.
• Assist in maintaining of work procedures for workshop technicians/mechanics.
• Ensure timely completion of job as per the quality standards laid down in the workshop manual and ensure manufacturer Service Process is properly following in every case.
• Create and maintain good working relationship with other departments.
• Interact with parts department for any critical and special requirements.
• Oversee the induction and trainings on equipment operations and skills improvement.
• Oversee the repair estimates before providing to the customers and provide the necessary guidelines if necessary.

Efficiency

• Ensure Service Efficiency in the repair and maintenance of the vehicles to minimize / prevent any come-back jobs.
• Provide proper guidelines to carry out correct diagnose procedure to avoid any come back job.
• Provide effective leadership to the workshop team to ensure team members are motivated and developing their skills and experience.
• Ensure proper handling of certain parts to minimize damages resulting to its poor performance.
• Perform road tests if required in specific case.

Management

• Manage the workshop activities to ensure the maximum utilization of resources and manpower in the repair and service of vehicles.
• Ensure the supply and regular maintenance of tools and equipment required for workshop.
• Monitor costs, timescales and resources used and take necessary action to improve efficiency and productivity.
• Participate in meeting with General Manager and other department heads to review and discuss the operational issues and concerns.
• Plan and coordinate available resources and take active measures to reduce interruptions and inefficiencies.
• Analyze information for the management to plan and resource business for achieving maximum customer satisfaction and departmental profitability as well.

Service

• Ensure the utmost delivery of Customer Care and Service by the team to obtain the highest level of Customer Service.
• Identify and responds to the opportunities for providing best services to the every customers. 
• Supervise delivery of the vehicle with Service Advisors to help customers to get quality service.
• Responds to customer’s queries and concerns and escalate when necessary and ensure that corrective action is taken on priority basis.
• Ensure the continuous housekeeping of the workshop to maintain cleanliness and a safer environment for all employees.
• Monitor Customer Promoters Scores and strive to achieve the highest scores.
• Monitor the level of customer satisfaction at regular intervals or after each significant delivery of the vehicle.

Management

• Build, manage and motivate his subordinates towards team cohesion and exemplary performance in order to maximize productivity and deliver the targets / objectives of the division / function.
• Build and develop the Workshop’s Team’s Knowledge, Skills and attributes towards timely delivery and quality of work.
• Provide an environment which shall encourage and promote knowledge and skills development.
• Conduct staff appraisals to assess and improve effectiveness in meeting current and future needs of the department.
• Create a coaching and mentoring environment and encourage teamwork between the staff in order to improve team performance and people development.
• Share knowledge and experience with the team(s) and provide feedback, guidance and assistance.
• Ensure the team exercises due care and attention to work in a safe and efficient manner.
• Identify manpower requirements and take an active participation in the recruitment activities for present and future vacancies.

Skills

EDUCATION:

• Engineering Graduate
• Training & Certificates – dealer standards.

EXPERIENCE:

• Minimum 10 years of relevant work experience in an Automobile field with at least 5 years’ experience in a managerial capacity.

COMPETENCIES:

• Excellent Communication Skills in English and Arabic.
• Strong background in service management for a workshop / dealership.
• Knowledge of Automotive systems and repair techniques.
• Ability to estimate the required cost and man-hours for vehicle repair.
• Administration skills.
• Management Skills.
• Ability to effectively develop and manage employees at different levels.
• Ability to manage conflict and deal effectively with others in an antagonistic situation.
• Ability to build, manage and maintain productive customer relationships.
• Ability to plan and organize effectively one self and the team to ensure that work is completed efficiently.