Job Description

Vacant Position: Service Manager

Location: Nairobi – Enterprise

Industry: Automotive Industry

Reporting to: After Sales Manager

Salary range: Kshs 150,000 – 200,000

Job Summary: Our client in leading motor vehicle business is seeking to fill the position of a Service Manager. Will be
planning and coordinating service activity to meet customer requirements and to maximize utilization and profitability of the service department.

Job Roles and Responsibilities

Leads, develops and motivates the Service team

• Lead the team by personally demonstrating and encouraging the Service team to demonstrate the Customer Behaviors in their daily activities and in all interactions with customers


• Ensures the Service team works closely with Sales, Parts and Administration colleagues to deliver outstanding customer service


• Develops the technical skills and workmanship of the team to continually improve the quality of customer service and satisfaction


• Motivates the team to achieve sales and profitability targets


• Supports the team in the resolution of complex issues


• Establishes and monitors the team’s training requirements to ensure the required level of skill and expertise is achieved


• Implements performance management and develops the team to improve performance


• Selects and appoints new team members including apprentices and ensures they are equipped with the required skills and training

Drive performance to achieve key targets and deliver continuous improvement

• Manage day to day operations of the Service department


• Achieve targets through reviewing weekly/monthly accounts, operating controls and composite figures


• Formulate and implements action plans to increase service sales


• Maximize service opportunities to meet sales and profit targets


• Maximize sales of parts and labor to franchise and non-franchise customers


• Facilitates jobs within the agreed maintenance programme ensuring no jobs are delayed due to equipment failure


• Create and initiates service marketing plans, initiates and implements advertising and promotional activities


• Maintain workshop and body shop productivity records to monitor the effective use of labor profitability through periodic review and assessment of pricing policy, labor rates and fleet discounts


• Manage system to record all lost sales, reviews regularly and takes appropriate action


• Ensure all administration is completed accurately and on time, reviews administrative procedures and report-in systems to identify and implement improvements


• Analyze current procedures and identifies opportunities to enhance facilities and improve the customer experience while maximizing profitability and quality of workmanship


• Ensure maintenance of tools, equipment and operating areas, ensuring compliance with legislation.


• Administer the warranty policy in the best interests of the customer, dealership and manufacturer.

Work as a full member of the Dealership team

• Assist the Dealer Principal to formulate service strategy and policy


• Represent the Dealership and builds strong relationships with manufacturers, suppliers and statutory representatives.


• Work with colleagues and other teams across the Dealership to deliver improvements and provide a seamless service to customers, ensuring that customers are introduced to the Service team.


• Use feedback to improve skills and performance of self and the Service team


• Understand and follows relevant JLR /BMW Operational Guidelines


• Ensure opportunities for sales by other teams are followed up by the appropriate colleague


• Ensure the Service team adheres to legal, environmental and health and safety requirements, ensuring the safety and security of people, vehicles and property always reporting any known faults or hazards

Skills and Experience Required

1. Customer Focus

2. Operational Focus

3. Business Focus

4. People Focus

5. Revenue Focus

Style and Culture Fit

A highly skilled and analytical individual who can provide insights and designing tactical and strategic priorities to enhance and grow the business.

Has a proven people leadership style and the ability to connect and build positive relationships across functions.

Role models Inchcape’s performance drivers.

• Ambitious, driven and works with integrity


• Team focused leader


• Strong influencing skills


• Role model who accelerates Inchcape’s behavioral performance drivers


• Strong value and behavioral ethos. Strong Integrity and wins the trust and confidence of others

Qualification and experience required

• Effective team builder – Proven ability in team leadership. Able to demonstrate success in developing & leading
  team. Cross functional Team management


• Role model who accelerates Inchcape’s behavioral performance drivers


• Essential skills; Excel, analytical, attention to detail and Auto line knowledge desirable


• Degree or graduate caliber. Postgraduate degree would be an added advantage


• Excellent analytical and numerical skills.


• Expertise in Auto line DMS.


• Able to generate spreadsheets, building of models and ability to quickly understand complex I.T. systems.


• Fundamental knowledge of the Aftersales operations


• Passionate about process improvement and attention to detail.


• Good completer/finisher and able to work under pressure to complete tasks on time and in line with overall
  planning processes.


• Strong problem-solving ability and skills to influence key stakeholders to take business versus functional decisions.


• 3-5 years’ experience including at least one year in a similar role would be preferable

To apply send your CV to recruit@flexi-personnel.com by 23rd September 2021.

Indicating Service Manager on the Mail subject.

NB: Flexi Personnel does not charge candidates for job placement.

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