Service Team Leader - Dubai

Job Description:

Supervise service floor operations in the Center in terms of facility, manpower and service marketing to achieve targets in areas of customer satisfaction, customer retention, gross service sales and net profit by adhering to the company mission, vision and values and applying the operating standard procedures

Responsibilities:

• Assist the Service Manager or Workshop Manager in the center’s achievement of quality vehicle repairs, man-hour sales, CSI and increase customer retention through efficient distribution plans for the service operations, effective after sales marketing campaign and high operation productivity.
• Delivers the assigned service team accomplishment through proper manpower distribution, providing skills training and periodic performance evaluation to motivate service team to achieve peak productivity in a performance driven learning culture.
• Assist assigned service team to achieve pre-determine center operational targets by defining and preparing business plans to meet operation targets determined by the Center Management.
• Assist the Service Manager or the Workshop Manager in the identification of the assigned service operations’ manpower requirement and ensure that required number of qualified staff are placed and hired in the service operations to meet company productivity standards.
• Monitor and coordinate the over-all performance of the service teams to ensure that the centre business performances are met by taking corrective action in conjunction with the Center after sales management, whenever required.
• Assists Technician in solving high-technical problems by conducting Diagnostic test and examination to ensure that the appropriate repair is done and avoids unnecessary replacement of spare parts.
• Ensures that repairs are done as per customer’s request through proper job assignment according to the technician’s skill and expertise within the promised delivery time and estimated cost to meet the customer satisfaction.
• Supervise the assigned after sales activities to monitor all activities are carried out as per the company’s policies and procedures through effective communication and monitoring.
• Coordinates with the Service Advisor through proper job assignments, preliminary diagnostic procedures and final inspection of the car to ensure that satisfactory repairs are done as per the customers’ demands.
• Make orders and follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer.
• Analyses the technical information and service bulletins and disseminate the same to the assigned service team through regular meetings in order to enhance technical skills of the team members.
• Monitor the assigned service team’s achievements by assisting center after sales marketing campaigns, promoting center new ideas as well as adjustment to business strategies to achieve set center targets.
• Analyses Back-Job and Parts Non-Availability Procedures to ensure that service operation standards are met through proper investigation of repairs.

Qualifications:

• Automotive: Knowledge in Automotive and mechanical repairs and maintenance services preferably with certification. Adept in troubleshooting and diagnostic test for cars especially.
• English Language: Limited knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Time Management: Managing one's own time and the time of others.
• Active Learning: Understanding the implications of new information for both current and future problem-solving and decision-making.
• Stress Tolerance: Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
• Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Problem sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Inductive Reasoning: The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Inter-Personal Relationship: The ability to deal and work with people and compromise diversity in views and opinions.
• After Sales Related Skills: Persuasive, able to deal with stress, patient, persistent.
• Minimum – Diploma in Automotive
• Minimum 4 to 5 Years’ experience in Service.