Mascor (John Deere): Service Manager - Salt Rock at Plennegy Group

RESPONSIBILTY:

1.  ESSENTIAL DUTIES:

• Develops and maintains effective Service Department processes to ensure internal and external customer satisfaction.
• Creates annual Service Department goals and budget, in alignment with the organisation's financial and operational objectives.
• Develops and executes Service Department marketing plan and monitors monthly to ensure achievement of departmental goals.
• Takes the lead in sharing best practices and implementing common processes throughout the Service Department.
• Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit.
• Involve with recruitment, hires, develops and retaining key talent.
• Maintains all department tools, equipment and vehicles in good working order.
• Maintain workshop discipline and organisation, ensuring cleanliness and safety of the working environment.
• Communicate with the Branch/Sales Manager on a regular basis to review workshop performance and address any specific issues.
• Co-ordinate with the Branch/Sales Manager over the training needs and experience of the workshop team.
• Enhance faclitites
• To ensure premises and equipment and other assets are controlled and used effectively.
• Execute effective service marketing plans with Marketing Team to improve labour sales.

1. Customer service

• Ensure customer satisfaction is at 100% and all queries are attended to timeously.
• Ensure proper communication regarding jobs in progress

2. Profitability

• Ensure the Service Department achieves budget objectives by continual (weekly/monthly) examination of accounts, operating controls, and composite figures to allow the necessary improvements and corrective action to be taken where variations occur.
• To operate the service department efficiently which will be measured by 85 % achievement of labour utilization.                                                                           
• 100 % achievement of labour productive efficiency                                               
• 85 % achievement of overall labour sales efficiency
• Ensure accurate invoicing and job costing in the service department which will be monitored by the achievement of a labour recovery rate.
• Plan and allocate the technicians’ work based on their skill, expertise, and experience.
• Monitor and boost warranty and service package sales.
• To maintain effective control of expenses in line with budget objectives by monthly examination of management accounts.

REQUIREMENTS:

Qualifications:

Min: Grade 12

• Ideal: Supervisory / Management Courses

Experience:

• Minimum 5 years’ experience in Service Department operations

Legal Requirements:

• Valid driver's license