Ensuring the efficient operation of the workshop team, the Service Team Manager will consistently exceed customer expectations, whilst ensuring that all standard processes are adhered to in line with the business needs & franchise contract.

Job Scope:

  • Responsible for the back-of-house workshop team
  • KPI’s – service targets, mystery shops and customer feedback via the Mercedes-Benz/smart CSI systems
  • Financial – delivering sales and generating income in line with targets and annual budgets

Key Accountabilities & Responsibilities

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Efficiently manages resources with workshop controllers to deliver quality service on time
  • Ensures drivers operate to schedule and meet customer and workshop expectations
  • Communicates and influences colleagues across all business areas
  • Effectively liaises with relevant departments across the business
  • Gives customer focus priority throughout the service operation
  • Communicates and develops strong professional relationships with customers to deliver a high level of service
  • Ensures that the customer is fully informed of any changes to costs including invoice explanation and advising on any future requirements
  • Delivers customers vehicle on time to a high standard
  • Manages the standard and quality of technical information
  • Ensures that the authorisation of warranty and goodwill meets the manufacturers recommendations
  • Meets with the service manager to review performance and suggest improvements
  • Identifies training and development needs for self and team as part of the performance management process
  • Ensures all areas of Health & Safety operate effectively and within the requirements of the law
  • Builds good relationships with manufacturers, professional bodies, suppliers and statutory representatives
  • Maintains effective service information by ensuring all relevant marketing information is maintained on the customer/prospect database
  • Ensures all capital outlay is approved by their line manager or a director

Knowledge & Specific Job Skills

  • Previous service experience within the Motor industry
  • Experience of a customer focused environment
  • Specialist/ technical product knowledge
  • Admin and IT Skills

CORE MBSW BEHAVIOURS 

Driving Sales –  Identifies and initiates opportunities to drive sales and deliver commercial benefits

Customer Service – Focuses on the needs of customers to improve service and sales

Planning & Organising –  Sets clear goals and targets for the team

Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions

Teamwork & Coaching – Ensures team work together to deliver results

Motivation – Initiates action with a ‘can do’, ‘will do’ approach for self and others

Leadership – Communicates and engages others effectively to deliver results

Application Form

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