Ensures the efficient operation of the workshop team to maximise its productivity, whilst consistently exceeding customer expectations. Ensuring that all standard processes are adhered to in line with the business needs & franchise contract

Job Scope:

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

Key Accountabilities & Responsibilities

  • Communicates the Mercedes-Benz culture of quality and excellence
  • Responsible for prioritising customer requirements throughout the service operation
  • Responsible for ‘ front of house’ customer technical/ vehicle enquiries, customer road tests
  • Responsible for all ‘back of house’ customer journey
  • Responsible to ensure every opportunity is met to achieve customer ‘Fix First Visit’
  • Supervises the workshop operation in line with the company and Mercedes-Benz standards and processes
  • Monitors workshop loading, ensuring continuity to maximise productivity
  • Allocates the flow of work into the workshop, maximising available resources
  • Ensure adherence to company standards for quality control within the workshop – maintains a quality system
  • Adherence to company VHC process
  • Efficiently manages resources to deliver quality service on time
  • Communicates and supports colleagues across all business areas
  • Effectively liaises with front of house team and relevant departments across the business
  • Responsible for delivering customer vehicles on time to a high standard – supporting STM obligations
  • Manages the standard and quality of technical information
  • Ensures that the authorisation of warranty and goodwill meets the manufacturers recommendations
  • Responsible for sales, PDI and used vehicle preparation ensuring the 2 day timeframe is met
  • 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
  • Maintains effective service information by ensuring all relevant marketing information is maintained on the customer/prospect database
  • Responsible to ensure the work shop is maintained in a clean and tidy state at all times

Knowledge & Specific Job Skills

  • Previous service experience within the Motor industry
  • Experience of a customer focussed environment
  • Specialist/technical product knowledge
  • Good interpersonal and organisational skills
  • Admin and IT Skills

CORE 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 –  Organises own workload effectively, prioritising to deliver to deadlines
Analytical Ability & Decision Making – Demonstrates sound judgement in making decisions
Teamwork & Coaching – Quickly builds rapport and establishes relationships with others
Motivation – Demonstrates a positive attitude and takes responsibility for their own actions
Leadership – Communicates and engages others effectively to deliver results

 

Application Form

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