Purpose of the Job

Maximising service, sales and profitability by obtaining maximum productivity, efficiency and customer satisfaction.

Key Responsibilities 

Staff Management

• Manage staff time and attendance, productivity, and efficiency
• Supervise and coach staff to provide a customer-focused environment
• Ensure that staff adhere to the dress code and PPE requirements
• Identify training and staff development needs
• Conduct staff performance management reviews/appraisals as required
• Conduct frequent staff meetings and feedback sessions

Workshop Operations, Capacity Planning and Work in Progress (WIP)

• Conduct daily WIP planning
• Monitor and manage workshop productivity and efficiency
• Interact daily with the Service Advisors and Parts department to ensure parts availability for scheduled services
• Ensure all vehicles are serviced in line with OE service schedules and OE requirements
• Ensure that workshop operations run smoothly and that workshop resources are optimally utilised

Customer Service Levels

• Ensure internal and external customers are kept up to date with their vehicle progress at all times
• Customer complaints to be resolved timeously

Workshop Administration

• Ensure 100% accurate Embrace data input, e.g. hour readings, job start and end dates, correct fault codes, and correct job types
• Ensure all administration SOPs are adhered to
• Ensure accurate costing and closing of job cards
• Ensure that all required documents are attached to the job cards, both manually and electronically
• Ensure that job cards are sent to the Isando filing room via the monthly handover schedule
• Ensure quotations from preferred suppliers for outsourced and outwork jobs are requested, received, and processed on time
• Sign off job cards in line with the requirements
• Ensure that all recovery billing is noted and invoiced to external customers

Reports

• Pull open job card reports daily and investigate, ensuring that only WIP job cards are open
• Report to management on any WIP
• Pull open purchase order reports daily and investigate, ensuring that only WIP orders are open
• Submit all required reports to management at the agreed times

Asset Management

• Manage and maintain all company assets
• Report any losses or damage to company assets to management
• Asset disposal must be requested in line with the SOP and authority schedules

Recoveries and Warranty Claims

• Ensure that correct recoveries and warranty processes are followed

Financials/Budget

• Manage the workshops in a cost-effective manner and in line with workshop budgets
• Report as requested on the profit and loss statement

Quality Standards

• Ensure the workshop has the correct tools and equipment for the job at hand
• Conduct frequent spot checks to ensure the required service standards are met

Apprentice Programme

• Manage the apprentice programme for all workshops nationally

General

• Maintain professional conduct
• Assist in relevant operations/operational functions as required
• Ensure the dress code is in accordance with company Standard Operating Procedures
• Maintain housekeeping standards on a daily basis
• Ensure standards of Health and Safety are maintained

Minimum Requirements

• Grade 12 (Matric)
• 3-5 years of previous Workshop or Field Service Management experience
• Diesel mechanic qualification would be advantageous