Job Description

Toyota Kenya Service Manager (Hino) Job in Nairobi Kenya 2019

Career Employment Service Manager Nairobi Kenya May 2019

Toyota Kenya

Job Advert: Service Manager – Hino

Job Title: Service Manager

Division: Hino

Reports To: General Manager –  Hino Division

Direct Reports:

• Workshop Manager – Nairobi Hino Branch


• Field Service Consultants


• Fleet Supervisors

Job Purpose:

• Develop and implement an aftersales strategy that ensures the delivery of quality and timely aftersales services to Hino customers across the country


• Ensure Dealer and Distributor CSI targets are consistently achieved


• Ensure achievement of the Toyota Kenya Hino business revenue and profitability targets


• Provide Service and Technical support to the Hino aftersales network:

1. Hino Nairobi Branch,


2. Toyota Kenya Multi brand branches,


3. Dealers


4. Authorised Service Centres

Key Responsibilities:

Strategic

• Develop short/medium and long range strategic plans and budgets


• Develop and execute Hino aftersales strategies to support consistent achievement of the service targets


• Develop and execute Hino aftersales marketing strategies in liaison with Group Marketing team and Marketing agencies


• Development of an efficient Hino aftersales network – Toyota Kenya Branches, dealers and Authorised service outlets


• Technical capacity and capability enhancement

Financial

• Develop and execute strategic plans and annual budgets


• Develop and implement action plans to guide successful achievement of set targets – revenue, profitability, throughput, productivity/efficiency/ utilization, absorption rates for all service outlets


• Manage and Control the service budget to ensure efficiency in utilization of resources and compliance with budget


• Coordinate credit management for the service department to ensure debts owed to Toyota Kenya Hino are recovered in a timely manner in line with the Toyota Kenya credit management guidelines

People

• Nurture, coach and develop employees to attain high motivation and performance


• Provide effective leadership to enhance communication, teamwork and participation


• Manage team’s performance:


• Establish career development plans,


• Establish Successions plans


• Establish and implement training programmes to achieve and sustain excellent results and individual career growth


• Establish performance and customer oriented incentive schemes


• Promote 5S awareness and discipline across the teams (Anzen)


• Promote continuous improvement – kaizen spirit in all the teams


• Ensure team complies with company’s policies, procedures, regulations and standards

Process

• Review standard operating procedures (SOP) and policies to align to best practice/ global benchmarks and ensure compliance


• Timely implementation of strategies and action plans


• Review all systems and implement improvements


• Ensure compliance with statutory requirements and Manufacturers standards.


• Ensure availability and use of correct tools and Equipment in all service operations. Reinforce through strict implementation of service development manuals


• Review and approve supplier orders and payments in line with Toyota Kenya Policies and procedures to foster close relationship with all partners

Customer

• Build customer loyalty and trust by being a strong advocate for customers’ interest.


• Position self and function as a bedrock of support for customer’s technical problems, including offering customer advice on effective measures to pre-empt potential problems


• Enhance customer satisfaction through innovative service offers and timely resolution of customer complaints in a fair and equitable manner.


• Administer warranty budget to promote Hino as a fair, caring and responsible brand


• Rapid Implementation of all product campaigns (Special service campaigns and any other product improvement campaigns) for full customer satisfaction with the Hino products


• Develop action plans to consistently achieve and grow customer retention rates


• Grow market share of genuine spare parts


• Develop aggressive service and spare parts marketing strategies for new and fleet business


• Quick resolution of all field product problems working closely with both HML / Local Engineering teams and body builders


• Raise field product problem reports and follow-up for quick resolution with HML, AMS and Local Engineering teams


• Provide continuous input to the product planning and development function to ensure existing and new products meet or exceed customer expectations

Key Relationships:

Internally:

• Toyota Kenya General Managers


• Departmental Managers


• Team Leaders


• Marketing team


• Human Resources Department


• Engineering – Body building and product planning Engineers


• Hino Sales Team


• Hino aftersales Team


• Finance Team

Externally:

• Suppliers- Sublets (Engineering services, accident / body repairers, Oils, Lubricants, consumables, workshop equipment etc)


• Hino Dealers and Authorized Service Centres


• Customers


• Competitors- Market information and benchmarking


• Government- National and County


• Hino Motors Limited


• Africa Mobility Services ( AMS)


• Toyota Tshusho Corporation

Qualifications / Skills / Knowledge Required:

• Bachelor’s Degree or High National Diploma in Automotive / Mechanical /Plant Engineering


• Minimum 10 years’ experience in Automotive industry preferably in Engineering or Aftersales operations or Customer service


• Post graduate business degree will be an added advantage

Competencies

• Deep knowledge and passion in Automotive technology and emerging designs and trends


• Budgeting


• Financial Management


• Human resource Management


• Business Acumen


• Strategic Agility


• Problem solving skills


• Resilience


• Strong customer focus


• Excellent communication and presentation skills


• A strong team player and ability to manage conflict and diversity


• Pleasant and out-going personality with proven ability to build strong long term networks and relationships


• A strong team player, able to manage conflicts and diversity


• Excellent communication and presentation skills both written and spoken


• Strong customer focus

If you meet the requirements, kindly forward your application enclosing a detailed word version of your curriculum vitae together with a cover letter by 11th May 2019 to applications.applications@toyotakenya.com

Please indicate Service Manager – Hino as the header of your email.

We are an equal opportunity employer

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