Service Manager

2 weeks ago

Sharjah, United Arab Emirates United Diesel Full time

Every employee at Al Rostamani Group plays a role in making a real difference to the business and our customers. We care for our employees by offering them meaningful and purposeful work and an opportunity to grow, learn, contribute and succeed. Today, the Al Rostamani Group has come a long way since its birth in 1957. Our group has grown steadfastly with the guiding principles of Commitment, Care & Vision, alongside a strong sense of active involvement in the community. We are a well-diversified group, with a key presence in industries such as General Trading, Automobiles and Heavy Equipment, Travel, Foreign Exchange, Financial Services, Property Management, Construction, Infrastructure Development and Information Technology Services. Our Group employs approximately 2000 people from 41 different nationalities, which contributes to our multicultural and multi-national environment.

United Diesel is specialized in commercial vehicles and is the authorized distributor of Renault Trucks, Tata Motor, Buses and Trucks. It offers complete after Sales Services and provides innovative transport solutions.

**Job Purpose**:
Control and coordinate overall activities of Service Department (Workshop and Reception) by leading and driving sales performance ensuring higher customer satisfaction as per principle guided standard. Design and implement marketing initiatives/campaigns capitalizing market potential in order to maximize business revenue and to achieve business objectives
To communicate with manufacturer (OEMs), principals, and also assumes Profit & Loss responsibility for the department ensuring targets and objectives are achieved

**Responsibilities**:

- Prepare of annual Service Department business plan and strategy in line with the UD business objective. Set and agree on individual business targets in order to meet the annual business plans and targets as agreed with management.
- Communication flow between Service Reception and Workshop regarding repairs, warranty claims, work in progress etc. in order to minimize customer complaints/disputes and maximize customer satisfaction
- Assign targets to respective branches (Gross Profit, Labour Revenue, No of vehicles serviced, CSI, Productivity, Efficiency, Retention etc.); and monitor continuously and take necessary proactive action in case of lags
- Develop or review and implement all processes in Service Department. Monitor the process performance and revise and record periodically.
- Manage workshop floor and service receptions by monitoring the efficiency, productivity and utilization levels of the workshop and identify improvement areas through feedback received from customers, Workshop Manager and develop contingency plan to ensure achievement of required standards of service.
- Compile company and Principle’s policies and procedures to ensure ethical, uniform and smooth functioning of the workshop by adhering to industry standards and following best practices to minimize risk and ensure occupational health and safety compliance.
- Carry out periodic audits at all branches to ensure the operations are in line with the standard operating procedures and policy
- Ensure availability of the spares and other consumables in the workshop in coordination with Parts Manager and other suppliers
- Monitor repeat repairs and initiate corrective actions to improve CSI.
- Resolve escalated customer complaints and implement corrective actions to avoid recurrence. Take initiative to manage key accounts services
- Review and control branch purchases ensuring desired profitability.
- Ensure warranty claim submission / reimbursements are in line with warranty policy. Take a lead to resolve any dispute with customer or principle.
- Take a lead in liaising and finalizing deal with insurance companies in order to improve foot fall in the workshops
- Plans, controls and monitors processes in customer service areas. Ensures implementation of plans to improve efficiency and enhance customer satisfaction
- Prepare, submit and communicate monthly reports detailing all key figures associated with the role to the Management for monitoring progress against plans and targets.
- Ensure the Work Instructions procedures are properly implemented and completed for quick turnaround time of the vehicle to Ensure repair is conducted with full adherence to manufacturer guidelines
- Monitor availability of the spares & other consumables in coordinate with Parts department and other vendor ensure smooth operation of services
- Monitors, coaches and councils operational team to improve and enhance performance. Provides technical support, necessary tools and information enabling them to accomplish their tasks in fast and efficient manner

**Job Requirements**:
**Qualifications**
- Bachelor Degree
- Preferably mechanical or Automobile engineer certifications

**Experience**
- 12 Years of supervisory work experience in automotive workshop

**Knowledge & Skills**
- Mechanical — Knowledge of machine

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