Service Manager | Ford Diep River at Motus Holdings Limited

Key Duties and Responsibilities:

• Drive the achievement of productivity, efficiency and customer service level index goals and objectives.
• Manage a profitable workshop against budget, including analyzing workshop performance data e.g. productivity of technical staff, labour rates, efficiency of workshop, expense monitoring and control etc.
• Manage escalated workshop (technical) problems accordingly, including:
• Escalation of technical/ product related issues to FORD SA.
• Ensuring continuous support and guidance to technical staff throughout technical problem-solving stages.
• Ensuring future corrective action plans to address various technical problems are implemented.
• Ensure accurate workshop capacity planning according to productive and available staff is done.
• Control (WIP) work in progress on all vehicles in the workshop daily to maintain an acceptable level, and manage end-to-end throughput, maintaining awareness of the status of all vehicles.
• Achieve industry leading standards of customer care, process efficiency and cost control.
• Exceed all targets and labour sales objectives through efficient workshop operations management.
• Ensure efficient equipment and asset control, and administration processes.
• Ensure the highest level of customer satisfaction, service level achievement, and customer retention.
• Responsible for the annual budget of Service Department.
• Manage risk (financial and non–financial) within department.
• Ensure compliance with OEM and business policies and processes, as well as adherence to relevant workshop operating procedures and practices.
• Maintain good housekeeping within department, including ensuring compliance to FORD SA’s CI guidelines within the department.
• Manage and improve environmental, health and safety standards.
• Conduct departmental meetings and general aftersales meetings to ensure effective communication.
• Manage training of all service staff.
• Lead, manage, attract, retain, appraise and develop staff.

Experience Required:

• A minimum of 10 years’ relevant technical motor industry experience is essential.
• A minimum of 5 years of relevant workshop management experience in the motor industry.

Minimum Qualification/s Required:

• Senior Certificate (Grade 12) or equivalent NQF 4 qualification.
• Relevant OEM service manager certification required.
• Recognised Motor Trade plus N6 or Technical Diploma (NQF6+), or other relevant industry related qualification (or working towards) – highly desired.
• Recognised Management Diploma or Certificate – highly desired.
• Qualified Motor Technician (A-certification) – an advantage.