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Motus is South Africa’s leading automotive group, employing over 16 700 people globally.
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Specific Role Responsibilities
- Meet growth, revenue and other relevant performance targets.
- Grow the business with the respect to marketing products and services to enhance revenue and profitability in current customer base.
- Ensure understanding and maximisation of customer profitability.
- Manage and negotiate customer pricing within set guidelines to achieve maximum profitability.
- Actively develop strategic relationships with key decision makers within the customer base.
- Enhance relationships with current prospective clients by leveraging the credibility gained through knowledge and performance of the client’s business environment and requirements.
- Seek and continuously develop knowledge of our client’s business to build an understanding of their needs.
- Be seen as a trusted advisor to all customers through consultative engagement and adding value.
- Ensure that contracted customer service level agreements (SLA’s) are met.
- Develop and manage account plans to meet the business needs of clients.
- Accountable for resolving issues with the customers preferred requirements in order to formulate and present relevant solutions.
- Generate accurate weekly feedback report on all new business, opportunities for growth within existing account, risk exposure,
- Monthly and quarterly reviews to be held with decision makers to discuss revenue, up trade and down trade and analyse business strengths and weaknesses and opportunity for growth in each individual customer.
- Ensure retention of customers.
- Maintain and review pipeline monthly.
- Monthly reports to be done on activity of area; showing upgrade and down trade and action plan on dormant accounts as well as new business. Manage the creation and presentation of proposal presentations and RFP responses. Accountabilities and Performance Measures
- Achieves assigned budgets in designated strategic accounts.
- Achieves strategic customer objectives defined by company management.
- Completes strategic customer account plans that meet company standards.
- Maintains high customer satisfaction ratings.
Qualifications and Experience
Minimum Experience
- 3-5 years of relevant sales account management experience.
- Minimum Qualification
- Higher Certificate or similar relevant tertiary qualification (NQF5). Preferred Qualification
- Diploma or similar relevant qualification (NQF6).
- Minimum Requirements
- Valid, unendorsed Code 8 driver’s license.
- Strong understanding of client and market dynamics and requirements.
- Extensive knowledge of sales principles and processes.
- Computer literate: proficient at an Intermediate level in Excel, Word & PowerPoint.
Skills and Personal Attributes
Competencies
- Communication skills in English (read, write & speak)
- Listening skills
- Interpersonal Skills
- Client relationship building
- Sales Skills
- Business acumen
- Financial acumen
- Conflict Management
- Negotiation Skills
- Planning, organizing, monitoring and reporting skills
- Problem solving/assessment skills
- Computer Literacy
- Conducting formal meetings
- Creative and innovative
- Time Management
- Able to work under pressure.
- New business skills
- Assertiveness
- Initiative
- Persuasiveness
- Results driven and orientated Personal Attributes
- Committed
- Professional
- Resilient, able to cope with pressure and challenging situations.
- Friendly, approachable
- Reliable and comfortable with fast pace.
- Driven/ Self-motivated/ Self-development orientated
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Job Description
- 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 always consistently above Group minimum standard
- Discuss and S-CSI results and potential action Plans
- Develop and commit to relevant labour sales and profit targets in relation to the Workshop
- Always manage and monitor labour sales and workshop profitability
- 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
Position Overview
- 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
- 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 always adhered to
- Ensure that correct technical information is available and used by Technicians
- Ensure that all information in the WIS and Star Diagnosis are always up-to-date and accurate
- Ensure all specialized workshop equipment is in workable condition (i.e. diagnostic testers, lifts, special tools, complete toolboxes etc
- Always ensure neat and tidy workshop space
- 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 SA bulletins, workshop comebacks and escalated technical problems
Qualifications and Experience
- Matric
- Three-year experience on Repair and servicing of vehicles
- Clear Criminal Record
- A Valid Driver’s License C1, EC will be an added advantage
- Technician Qualification
- At least 2-3 years Technical Experience
- 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
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Specific Role Responsibilities
- Excellent verbal communication skills
- Ensure job cards are signed off by Technicians and Service Advisors
- Assist and advise Technicians on quotes in a timeous manner
- Give assistance to the Controller, Foreman, Service Manager, Service Receptionist
- Follow up on parts ordered to workshop
- Book in vehicles
- Ensure that all vehicles with specific complaints are test driven with either a Foreman or a Quality Controller before the client leaves the dealership
- Ensure that all vehicles are test driven
- Record and report comebacks
- Ensure parts are ordered according to the parts ordering system
- Sell accessories and additional work
- Prepare quotations to be authorized
- Follow-up on sales not made
Qualifications and Experience
- Service Advisor skills, knowledge, and experience.
- Excellent people skills and the ability to work under pressure
- A minimum of 1-year experience in a Service Advisor position would be beneficial.
- A minimum of Grade 12.
- A great team player.
- Computer literacy is essential
- Motor industry experience will be an advantage
- Clear criminal record
Skills and Personal Attributes
- Problem Solving
- Attention to detail
- Customer focused
- Interpersonal
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Specific Role Responsibilities
- Cleaning of vehicle interior and exterior to our high standards on showroom floor
- Vehicle quality control, including identification and reporting of expired license vehicles, srvice due and any other issue that does not conform to our quality standards also including vehicles received from other locations and or suppliers.
- Refueling vehicles, checking tyre pressure and oil/water/other fluids.
- Delivering vehicles to customers and internally to other branches in accordance with our procedures.
- Delivering to and fetching of documentation from banks, suppliers, Internal within the company and customers.
- Maintaining cleanliness of premises.
- Maintaining the integrity of the company by behaving ethically and safeguarding the assets and interests of both the business and our customers .
- Other duties on request of the Branch Manager.
Qualifications and Experience
Minimum Experience
- 2 years' and more of relevant experience
Minimum Qualification
Minimum Requirement
- Valid, unendorsed Code 8 driver’s license (at least 2 years old)
- Computer literate (basic level will suffice)
- Must be fully bilingual and able to communicate with customers effectively in English.
- Able to read a map.
Skills and Personal Attributes
- Good interpersonal skills to support excellent face-to-face customer relations.
- Flexible and self-motivated.
- Honest, trustworthy and highly responsible.
- Neat and presentable.
- Must be able to handle pressure and exhibit good time management skills, demonstrating a sense of urgency and commitment.
- A team player.
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GENERIC JOB OUTPUTS
PROCESS AND GOVERNANCE
- Deliver on agreed performance targets according to set procedures and service level agreement.
- Execute work in line with governance and compliance processes.
- Identify and apply known solutions to operational challenges and escalate unresolved issues.
- Record and report on transactional activities to provide timely and accurate information for decision making in area of accountability.
- Ensure process was followed in compliance with (return for credit) RFC’s, damages and obsolescence returns before any credit notes can be approved and processed.
- Ensuring that dealers and suppliers follow the correct process with regard to damage parts claims.
- Provide accurate lead times for parts on backorder.
- Provide dealer support to ensure effective service delivery.
- Provide parts technical query support to dealers.
- Receive queries and follow up on the status of outstanding issues regarding the supply of parts.
FINANCE
- Execute work activities effectively and efficiently in order to maximise financial performance and profitability.
CLIENT/CUSTOMER
- Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business.
- Deliver work activities effectively to satisfy customers.
- Communicate feedback on queries to dealers within the set OEM/Importer standards.
PEOPLE
- Attend training initiatives to improve work quality and enhance own skills.
- Own and live up to company values.
Qualifications and Experience
Minimum Qualification
- Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04
Minimum Experience
- 3-4 years experience in a similar environment
- Experience with the brand and EPC. (Renault & Dialogys)
- Technical / mechanical experience
Skills and Personal Attributes
- Must have extensive MS Office experience on Outlook and Excel as the base of computer literacy.
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Specific Role Responsibilities
- Daily, weekly and monthly management of sales.
- Have an understanding of vehicles by familiarising yourself with the characteristics, capabilities, and features.
- Developing the business to reach set sales targets for the month.
- Driving specific strategies to retain and grow existing customer base.
- Assists with the setup of the showroom and displays.
- Accompany customers on test drives, collecting licenses and documentation beforehand per best practices
- Managing customer expectations to ensure effective delivery of service.
- Total commitment to achieve sales targets and growth by venturing and creating opportunities using own skills.
- Identifying and venturing into new revenue streams.
- Ensuring customer escalation is managed and feedback is provided.
- Negotiating the terms of an agreement and closing sales
Qualifications and Experience
- Grade 12/ Matric
- Valid Code 8 driver’s license
- Computer literate
- 2 years of customer service and sales experience with a proven sales track record
- Relevant industry experience – desirable.
- Some understanding of the compliance governing the retail industry – an advantage.
- Knowledge of the areas’ most spoken languages - an advantage.
- An understanding of Auto Pedigree’s products and services – desirable.
- Essential to note: The appointed person may be required to work weekends and shifts.
Skills and Personal Attributes
- Possess an entrepreneurial flair.
- Interpersonal: Excellent communication (telephonic & face-to-face), negotiation and influencing skills.
- A strong understanding of industry and market trends and customer behaviour.
- Self-motivated, priority-setting and time management.
- Ability to deal with diverse customers and cater for their unique needs.
- Evidence of use of own initiative and problem solving abilities required.
- Must exhibit good time management skills, demonstrating a sense of urgency and commitment.
- Neat and presentable.
- Great networking skills
- Strong numerical skills
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Specific Role Responsibilities
Key Tasks:
- Professionally meet and greet customers on arrival.
- Answering calls
- Scheduling bookings for customers bringing their vehicles in for service/ repair.
- Contacting customers for campaigns and arranging bookings.
- Preparing and circulating the planning list for the schedule of bookings for the following day to relevant stakeholders across the dealership.
- Pre-print job cards for the next day’s bookings.
- Ensure that relevant processes that affect effective bookings and aftersales experience and results is followed.
- Make booking for clients that parts have arrived so that they can be fitted.
- Ensure that all other relevant processes are adhered to.
- Provide callers with accurate information, taking care to always be knowledgeable and updated around changing information.
- Effectively and professionally handling calls, including the accurate taking of messages and speedy relay thereof to relevant people.
- Responsible for ensuring all documentation is accurately and professionally typed, stored and can be easily retrieved.
- General administration duties as may be requested by management.
- Phone clients and close tickets.
- Update planning boards for next day bookings.
Qualifications and Experience
Experience Required:
- 2+ years Bookings Clerk experience or Service Reception experience in a corporate, retail motor dealership environment.
Qualifications Required:
- Senior Certificate (Grade 12)
Other Requirements:
- Valid, endorsed driver’s license
- Computer literate (Office suite)
- DMS system knowledge is required.
Skills and Personal Attributes
Essential competencies (essential for meeting nearly all job objectives):
- Communication skills in English (read, write & speak). Multilingualism in other languages commonly spoken in the areas is highly desired.
- Working with people, able to easily establish good relationships with stakeholders.
- Administration skills
- Ability to accurately record all relevant information.
- Planning and organising
- Stress Tolerant: Calm and composed under pressure, remains controlled in the face of pressure, complaints, or failure.
- Customer service and management; ability to handle upset customers effectively.
- Attention to detail
- Initiative
- Following instructions and procedures.
Personal Attributes:
- Self-motivated, trustworthy and highly responsible.
- Friendly, approachable
- Reliable
- Flexible
- Have lots of patience
- Passion for the brand
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Specific Role Responsibilities
Key Tasks:
- Receive customers in a professional and friendly manner in order to ensure they feel valued.
- Liaise and interact with customers attentively in order to completely understand and comprehend their service needs.
- Prepare service estimates, sell routine maintenance/ repair services and conduct follow-ups regarding services and customer inquiries.
- Interact and communicate with customers effectively, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary.
- Maximise customer awareness of all products and services available.
- Create collaborative internal and external partnerships in order to expedite service delivery.
- Schedule appointments, answers phones and handle queries.
- Assist with the coordination of alternate transportation, car rental reservations, shuttle services etc.
- Maintain excellent standards of departmental administration such as service sheets, invoices, job cards, warranty claims, authorisation etc.
- Maintain customer database with contact details and information.
- Assist the dealership to achieve and maintain industry standards of process efficiency and service excellence.
- Develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business.
- Ensure customer complaints are effectively managed via relevant CRM system/s.
- Maintain and further develop own personal knowledge base in order to remain current and relevant.
- Attend regular team meetings, sharing and receiving feedback in the interest of continuous improvement.
- Attend all relevant OEM training courses, and any other developmental training opportunities allocated.
- Perform other duties as requested.
Qualifications and Experience
Experience Required:
- A minimum of 2 years in the automotive service industry. Prior experience in a technical role or as a service advisor would be ideal.
- Basic understanding of vehicle maintenance processes is essential.
Qualifications Required:
- Senior Certificate (Grade 12)
Other Requirements:
- Valid, unendorsed drivers license and the ability to competently and legitimately drive.
- Computer literate
- Knowledge of dealership policies and procedures is essential.
- Knowledge of competitive motor industry.
- Basic mathematical ability (numeracy)
- Knowledge of relevant operating systems (Drive) would be an advantage.
- Multilingual with languages generally spoken across the area and customer base is necessary.
- Note: The hours of work can extend from 07h00 until after the last customer has been attended to for the day which at times can be after 17h30. Saturdays may also be involved.
Skills and Personal Attributes
Essential competencies (essential for meeting nearly all job objectives):
- Communication skills in English (read, write & speak) and other primary languages spoken in the area.
- Interpersonal ability; working with people, relating to others.
- Listening
- Customer orientation
- Planning and organising; monitoring performance and output against expectations/ targets/ deadlines.
- Administration
- Initiative and problem-solving abilities
- Persuading and Influencing
- Delivering results
- Financial literacy: able to understand relevant financial concepts and do relevant calculations.
- Coping with pressure and setbacks; able to work productively in a highly pressurised environment.
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Specific Role Responsibilities
Generic Job Outputs
Process and Governance
- Deliver on agreed performance targets according to set procedures and service level agreement.
- Execute work in line with governance and compliance processes.
- Identify and apply known solutions to operational challenges and escalate unresolved issues.
- Record and report on transactional activities to provide timely and accurate information for decision making in area of accountability.
- Ensure that relevant databases are updated with relevant information to enable accurate leads management.
- Follow-up and manage current and historic enquiries received via relevant systems within the set time frames.
- Measure response time of leads distributed to relevant stakeholders in order to ensure customers are contacted with in the agreed timeframes.
- Monitor sales activities and escalate noncompliance to the relevant stakeholders.
- Stay updated with market trends and technology.
Finance
- Execute work activities effectively and efficiently in order to maximise financial performance and profitability.
Client/Customer
- Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business.
- Deliver work activities effectively to satisfy customers.
- Liaise and interact with clients and or customers via approved communication channels in a positive and helpful manner.
- Receive client enquiries and escalate to stakeholders to ensure prompt and effective resolution, enhancing the client experience
People
- Attend training initiatives to improve work quality and enhance own skills.
- Own and live up to company values.
- Provide training to employees on all relevant systems to ensure compliance with all processes and procedures
Generic Job Competencies
Technical Competencies
Qualifications and Experience
Minimum Experience
- 0 - 1 year experience in a similar environment
Minimum Qualification
- Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04
Skills and Personal Attributes
Minimum Requirements
- Computer Literacy Proficient.
- Industry legislative compliance/ knowledge.
- Good Communications Skills
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The responsibilities of a Technician include the following tasks:
- Carry out diagnostic work and support mechanics as set out by the Foreman.
- Carry out fault diagnosis to aid and speed up vehicle servicing.
- Take steps to ensure servicing of vehicles remains within the targeted percentages of the manufacturers' time.
- Discuss matters with service advisors and customers as required and provide coherent explanations.
- Ensure standards are maintained with regards to vehicle care and safety whilst performing functions.
- Ensure vehicles are returned to the customer after service in a neat and clean condition.
- Complete all necessary and relevant training as required by the OEM (online, classroom, other mediums of training) within reasonable time frames.
- Admin functions:
- Complete forms and documentation included in the company's service routine.
- Draft and prepare any reports required.
- Mentor apprentices, sign off logbooks, and evaluate their technical ability (if applicable)
- Ensure effective communication with team members and colleagues across departments, with customers, and service providers.
- Participate in marketing campaigns when required for the furtherance of the business.
- Any other duties as may reasonably be required.
Qualifications and Experience
Minimum requirement:
- Qualified Vehicle Technician
- Valid driver’s license
- Nissan Experience advantageous
Skills and Personal Attributes
Minimum requirement:
- Excellent vehicle diagnostic and fault-finding skills
- Work under high pressure
- Multi-tasking ability
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Specific Role Responsibilities
- Strong business analytics experience
- Consolidation of weekly and monthly reports to Dealers and Insurers
- Preparation for monthly reporting to management
- Administrative duties – MBR approvals, certificates, SLA’s
- Liaise with all Dealers nationally
- Invoicing to Dealers
- Assist Dealers with price assist pricing
- Assist Insurance companies with quotations
- Analyzation of data from Autoline for reporting
- Assist in stock count when necessary
- Claims on EON system
- Assist dealers with queries on margin payback and VM
- Analyzation of Insurance sales for rebates
- Analyzation Of Sales to Dealers
- Weekly reporting to Dealers
- Monthly reporting to Dealers
Qualifications and Experience
- Matric
- Higher Certificates and/or Advanced National (Vocational) Certificates
- 2 - 5 years' experience in administration, with a proven track record.
- Autoline or Kerridge experience
- Microcat experience
- Microsoft excel
Skills and Personal Attributes
- Communication Skills
- Innovative and forward thinking
- Application of social media advertising and marketing skills
- Customer Service
- Knowledge of Parts
- Knowledge of excel and pivot tables
- Trust and Integrity
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Specific Role Responsibilities
- Develop and implement strategies specifically aimed at increasing market penetration and sales growth within the independent car dealership sector
- Lead and mentor the sales team with a specific focus on enhancing their skills and strategies for engaging and securing business from independent and group car dealerships. This includes providing specialized training and coaching to better understand the unique needs and dynamics of the independent car dealership market
- Establish and monitor clear, specific performance metrics related to the growth objectives within the independent car dealership sector. This includes regular analysis of sales data and market trends to identify opportunities and challenges and adapting strategies accordingly
- Conduct regular market analysis to stay abreast of trends and opportunities in the VAPS in the independent and group dealership sector
- Initiate and lead business development activities specifically focused on expanding the presence and sales within the independent car dealership segment
- Prepare, implement, and manage agreed annual income and expenses budget
- Communicate set targets with consultants and ensure that such targets are met monthly
- Providing accurate monthly stats as per agreed format
- Managing the administration process of the business by implementing certain disciplines which will ensure the flawless flow of all relative aspects of the business
- Ensure profitability of area
- Assist with any customer claims
- Manage all Paint Tech sales/Marketing activities in the designated area
- Optimise dealer engagement by ensuring high standards of service by strategically assigning sales consultant to conduct regular visits to dealerships, thereby maintaining exceptional service standards and achieving targeted revenue goals
- Assist Consultants as follows:
- Regular visits to all agents
- Develop and maintain solid business relationships
- Problem solving; Structuring and planning of entertainment and promotions; and attending such where practically possible
- Structuring a practical and effective calling schedule
- Providing on-going training in all relative matters
- Identifying unsupportive agents and applying corrective action
- Manage staff and clients in a professional manner, creating a platform for both a pleasant and productive work environment
- Attend meetings, functions etc., as hosted by our agents
- Attend and arrange meetings with management when required
- Be prepared to travel if geographical area requires such travelling
- Any other job-related task or mandatory function which is required by the Company
Qualifications and Experience
- Matric is essential and Marketing qualifications will be advantageous
- Ability to analyse market data, interpret sales metrics, and use this information to make informed decisions and adjust strategies if and when needed
- Computer literacy in MS Word and Excel
- RE5 will be advantageous
- At least 3 to 5 years relevant experience in the financial services industry and or motor industry
- Previous experience in the independent market would be advantageous
- Sales/Marketing experience
Skills and Personal Attributes
- Quality orientation
- Strategic planner
- Deadline driven
- Relationship building
- Confident communicator and negotiator at all levels
- Natural Leader and Motivator
- Outgoing and confident personality
- Energetic
- Able to work in a high-pressure environment
- Dedicated
Method of Application
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