Description

Service Operations Manager Job Description

Our company aims to be a leading provider of luxury electric vehicles, elevating the human experience and pushing the boundaries of space, performance, and intelligence.

We're seeking an experienced Service Operations Manager to lead our service floor operations in terms of facility, manpower, and service marketing to achieve targets in customer satisfaction, retention, gross service sales, and net profit by adhering to our mission, vision, and values and applying operating standard procedures.

• Assist in achieving quality vehicle repairs, man-hour sales, CSI, and customer retention through efficient distribution plans for service operations, effective after-sales marketing campaigns, and high operation productivity.
• Deliver assigned service team accomplishments through proper manpower distribution, providing skills training, and periodic performance evaluation to motivate service teams to achieve peak productivity in a performance-driven learning culture.
• Assist assigned service teams to achieve pre-determined center operational targets by defining and preparing business plans to meet operation targets determined by Center Management.
• Identify and ensure required numbers of qualified staff are placed and hired in service operations to meet company productivity standards.
• Monitor and coordinate overall service team performance to ensure centre business performances are met by taking corrective action with Centre After Sales Management when required.
• Assist Technicians in solving high-technical problems by conducting diagnostic tests and examinations to ensure appropriate repairs are done and avoid unnecessary replacement of spare parts.
• Evaluate job assignments according to Technician's skill and expertise within promised delivery times and estimated costs to meet customer satisfaction.
• Supervise assigned after-sales activities to monitor all activities carried out as per company policies and procedures through effective communication and monitoring.
• Coordinate with Service Advisors through proper job assignments, preliminary diagnostic procedures, and final inspections of cars to ensure satisfactory repairs are done as per customers' demands.
• Maintain regular contact with Parts Department through proper coordination with Parts Supervisors to accomplish repairs and deliver cars to customers on time.
• Analyse technical information and service bulletins to enhance technical skills of assigned service teams through regular meetings.
• Monitor service team achievements and assist Centre After Sales Marketing campaigns, promoting new ideas and adjusting business strategies to achieve set centre targets.
• Analyse Back-Job and Parts Non-Availability Procedures to ensure service operation standards are met by investigating repairs.

Requirements:

• Adept in Automotive and mechanical repairs and maintenance services, preferably with certification. Skilled in troubleshooting and diagnostic testing for cars.
• Strong English language knowledge, including structure and content, meaning, spelling, composition, and grammar rules.
• Effective Time Management, actively managing one's own time and others'.
• Active Learning, understanding implications for current and future problem-solving and decision-making.
• Suitable Stress Tolerance, accepting criticism and dealing calmly with high-stress situations.
• Personal Achievement/Effort, setting challenging goals and exerting effort towards mastering tasks.
• Problem sensitivity, recognizing issues before they occur.
• Inductive Reasoning, combining information to form general rules or conclusions.
• Excellent Inter-Personal Relationship, working effectively with people and diverse opinions.
• After-Sales Related Skills: Persuasive, able to handle stress, patient, persistent.
• Diploma in Automotive and 4 to 5 years of experience in service roles.
  

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