Workshop Controller - Jeddah

Summary: 

Ensures that the job control functions of the center service operations in terms of manpower and facility achieve the targets in areas of customer satisfaction and customer retention by adhering to the company mission, vision and values and applying the standard operating procedures.

Responsibilities: 

• Assist in the controlling of the desired jobs based on customer’s requests with the coordination of the Service Advisor on the workshop loading in order to accomplish the repair within promised delivery time, quality standards and estimated cost.
• Ensures that vehicles waiting for approvals of repair, replacement of spare parts and sublet repair are not being left unattended in working stalls by assigning the repair based on the technical skill of the technician in consultation with the Chief Technician to increase productivity and avoid misuse of man-hours.
• Ensures the reliability of data encoded into the System by confirming with the Chief Technician and Technician the accomplished job cards in order to generate accurate reports for submission to the management. 
• Communicate with the Service Advisor on the progress of the repair or additional jobs reported by the Chief Technician and obtain approval on additional parts that may be required through proper communication and avoids unnecessary replacement of spare parts.
• Ensures highly satisfied Guest by following a Guest-Centric and “Fix-It-Right” mindset to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance to service standards.
• Informs Chief Technician of the finished jobs to conduct the final quality control tests and necessary arrangements in order to release the vehicle from the system as per the agreed delivery time and to improve customer satisfaction.
• Assist in the conduct of post service follow-up for complaints, issues and concerns from the customers and report immediately to the service team leaders for appropriate review and resolutions.
• Confirms from the system that the requested repair is carried out by the assigned Technician to charge labor and materials cost as per company’s flat rate manual and service standards.
• Improve customer confidence and satisfaction by adhering to the stipulated service operation standard in order to improve customer retention.
• Coordinates with the Service Advisor and Chief Technician in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses. 
• Monitors the process card progress in the workshop with the help of the Chief Technician by recording the repairs carried out, time on/off and standard time by encoding the operation number into the Computer System to determine performance productivity and man-hour sales.

Required Qualifications & Skills:

• Minimum - Diploma in Automotive or Equivalent
• Minimum 2 - 3 years experience in Service
• 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.
• Inter-Personal Skills: Should possess high level of people handling with ability to analyze and identify the complex nature of the problem.
• Good Communication Skills: Proven ability to communicate and determine customers’ needs and to sell the dealership's parts and service capabilities based on features, advantages and benefits.
• Achievement/Effort: Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. Computer Skills: Job requires the knowledge in worksheets, word processing, presentation and database management.
• 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).
• After Sales Related Skills: Persuasive, Able to deal with stress, patient, persistent. Should have automotive and technical knowledge (pre-diagnostic, trouble-shooting, etc).