Ensures the workshop operation is loaded to maximum capacity, 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 the efficient booking of customers to maximise job flow through the workshop
- 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 annual budgets
Key Accountabilities & Responsibilities
- Communicates the Mercedes-Benz culture of quality and excellence
- Plans and organises the job flow workshop operation in line with the business Mercedes-Benz standards and processes
- Ensures workshop efficiency and implements effective workshop loading routines to maximise productivity
- Ensures allocated work is correctly programmed and that accurate information is passed to the workshop
- Allocates workload subject to availability
- Identifies customer requirements in detail and confirms work schedule, courtesy car, collection/delivery and any other customer needs
- Communicates and develops strong professional relationships with customers from initial communication to delivery of the customers vehicle on time and to a high standard
- Gives customer focus priority throughout the service operation.
- Reviews customer information and vehicle details and updates when required
- Follows up and refers customer complaints to the service manager
- Attends service meetings to deliver continuous improvement
- Liaises with relevant departments across the business
- Manages the standard and quality of technical information given
- Identifies training and development needs for self 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
- Ensures all capital outlay is approved by their line manager or a director
Knowledge & Specific Job Skills
- Experience of a customer focussed environment
- Specialist/technical product knowledge
- Admin & 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 – 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