Service Department- Passenger Cars
Maemo Motors- Rusternburg
Job Type Classification
Location – Town / City
Location – Province/Area
Location – Country
The successful candidate is responsible for maximizing service sales and profitability by creating customer confidence in the Dealership by providing quality service. He/she needs to ensure that a “fix right first time” standard is maintained by effectively supervising and motivating workshop staff to obtain maximum productivity, efficiency and customer satisfaction. When taking over and transferring tasks and responsibilities, it is essential to ensure that all information is received and explained directly from the Service Advisor in as detailed a manner as possible, so that subsequent steps in the process can be carried out in the best way possible.
Specific Role Responsibilities
• Develop and implement a staff resource plan in response to the needs of the workshop • Manage and record staff leave, training and other “non-billable” time correctly in order to minimise the impact on productivity and revenues – in conjunction with the Workshop Manager • Motivate team members using appropriate and approved methods to produce their best results • Ensure efficient and correct “loading” of workshop hours • Load workshop according to productive and available staff • Ensure that CSI is consistently above Group minimum standard at all times • Discuss and S-CSI results and potential action Plans • Develop and commit to relevant labour sales and profit targets in relation to the Workshop • Manage and monitor labour sales and workshop profitability at all times • Conduct effective Workshop Planning • Control workshop productivity (i.e. hours worked / hours sold) and efficiency (i.e. flat rate time with actual time • Review all allocating hours clocked on all job cards to hours sold (i.e. profitability) • Assist TIPS Champion with unresolved technical problem (if unresolved) • Assist and guide technical staff throughout technical problem identifying stages • Implement future corrective actions plans to various technical problems • Monitor and communicate staff target achievements and implement corrective action plans • Assist technicians with unresolved technical problem (if unresolved) • Ensure customer is informed off all work done on vehicle via Service Advisor • Maintain and monitor Productivity reports • Maintain a database recording the mechanics/ technicians time and efficiency analysis • Assist technical staff with problems and facilitate on the job training • Ensure that warranty work is done in accordance with MPC standard warranty policies and procedures • Ensure that all sundries and controlled wastages of consumables are minimized • Plan staff leave, training and other “non-productive” times efficiently in order to minimize negative effects on productivity • Ensure customer needs are attended to and actioned according to agreed deadlines and quality standards • Monitor and maintain technology and ensure maximum access. • Improve and maintain customer service index percentages to agreed standards • Pre-write job cards if necessary • Liaise with the Parts Department regularly and according to agreed processes to ensure timeous availability of parts • Ensure that all relevant MPC core standards are adhered to at all times • Ensure that correct technical information is available and used by Technicians • Ensure that all information in the WIS and Star Diagnosis are up-to-date and accurate at all times • Ensure all specialized workshop equipment is in workable condition (i.e. diagnostic testers, lifts, special tools, complete toolboxes etc • Ensure neat and tidy workshop space at all times • Ensure all relevant soft/hard copy documents are filed accurately for easy accessibility • Ensure compliance to Mercedes SA’s CI (corporate identity) guidelines within department • Discuss all Mercedes/CJD – Mitsu & Kia SA bulletins, workshop comebacks and escalated technical problems
Qualifications and Experience
• At least 2-3 years Technical Experience • Matric / Grade 12 • Must have SA Citizenship
Skills and Personal Attributes
Ability to install and administer computer hardware, software and networks • Excellent analytical problem-solving skills • Decision-making skills • Effective verbal, written, presentation, and listening communication skills • Computer skills including the ability to operate computerised accounting spreadsheet, word processing, graphics and website development programmes at a highly proficient level • Stress management skills • Time management skills • Customer orientated • Interpersonal skills • Ability to work in a team as well as independently • Customer orientated • Ability to handle confidential matters, set priorities, work well under pressure with attention to detail • Articulate and diligent • Planning & Organising • Delivering Results & Meeting Customer Expectations • Leading & Supervising • Following Instructions & Procedures • Coping with Pressure & Setbacks • Adapting & Responding to Change • Achieving Personal Work Goals & Objectives • Deciding & Initiating Action
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.