Salary: £
Vacancy: Service/Parts Manager
Location: Gravells, Abergavenny
Salary: Competitive plus benefits
Hours: 45 hours per week plus alternative Saturdays
Customers are the focus of all we do, and we’re committed to providing the highest levels of service and aftercare.
A vacancy has become available in our busy Abergavenny Workshop and we are looking for a highly enthusiastic and motivated Service/Parts Manager to join and run our Aftersales Team at Abergavenny.
Main Purpose of Job
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To deliver a superior service experience and achieve an acceptable market share through maximum sales of labour, parts and accessories to our retail customers
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To maintain agreed profit margins and return on investment, whilst ensuring the highest level of customer satisfaction at all times
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To provide guidance and advice on mechanical and diagnostic processes as requested by all Aftersales personnel.
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To maintain appropriate parts stock holding in line with company guidelines and manufacturer advice. This includes profile management to ensure stock lines, stockturn and obsolescence policies are complied with
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To provide guidance and advice on technical parts issues as requested by all internal and external customers
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To ensure all customers are handled with “Family-like Care”
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To ensure the correct maintenance/calibration of tools, equipment and other materials in the Service Department, in accordance with company policy and legal legislation
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To ensure the safe working environment for employees by complying with the statutory legislation and the Government’s Health and Safety policy. To report immediately any non-conformance to the appropriate Senior Manager
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To maximise the benefits of manufacturer commercial programmes and ensure compliance to their operating and business standards and policies, for example, CSI, Warranty, etc
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To ensure processes are in place to measure, monitor and improve Customer Satisfaction and customer retention activities (for example, Service Plan)
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To ensure regular staff reviews take place and appropriate development plans are in place for all staff members (for example, KIA Academy)
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To ensure processes are in place for effective management of customer data, through DMS and manufacturer systems (for example, KIA Contact)
Detailed Key Tasks
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To monitor the daily workshop productivity by individual Technician, maintaining accurate productivity records and overseeing the effective use of labour.
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To ensure workshop loading, estimating and invoicing is accurate and carried out in accordance with stated company policy. To schedule an appropriate mix of retail, warranty and internal work through the workshop to maximise Service Department profitability and effectiveness.
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To monitor warranty claim submissions and credit account applications and ensure all records are kept accurately and up-to-date in line with the manufacturer processes
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To provide guidance and advice on mechanical and diagnostic processes as requested by all Service personnel
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To assist Senior Management in carrying out regular reviews of pricing policies, labour rates, fleet discounts and parts pricing (recommended every 6 months)
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To promote the Service Department’s marketing initiatives. Ensure service and MOT reminders are dealt with as stated in company policy
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To monitor account applications, take the appropriate action and ensure all records are kept accurately in line with company procedures and are up-to-date
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To assist Senior Management in carrying out regular reviews of pricing policies and parts pricing (recommended every 6 months)
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To monitor Parts Department sales daily by individual Advisor and maintain accurate sales and profit records
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To ensure the Parts Department’s estimating and invoicing is accurate and carried out in accordance with stated company policy
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To promote Parts Department marketing initiatives and monitor success
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To greet and assist customers courteously, in line with the manufacturer’s recommended customer handling guidelines, answering all customer questions in a manner that is easily understood
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To improve the quality of customer service, in line with manufacturer CSI survey trends and results
Detailed Responsibilities
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To ensure all Service staff maintain up-to-date product knowledge of vehicles and repair methods. Monitor training needs and develop a training plan with Senior Management that meets both company and manufacturer recommendations and ensures correct training records are maintained
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To communicate job expectations to the team and provide daily feedback on individual and team performance
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To direct Parts Department Team members in handling day-to-day problems and issues
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to enable them to operate efficiently and meet customer needs
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To direct Service Team members in handling day-to-day problems and issues to enable them to operate efficiently and meet customer needs
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To enhance facilities (housekeeping), improve technical skills and achieve a high level of workmanship and to achieve a high level of quality in supplying parts.
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To delegate responsibilities to the appropriate personnel and monitor their progress to ensure that work is completed as directed
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To handle dissatisfied customers calmly, resolve complaints with sensitivity, and involve others when needed. Monitor the nature of complaint, identify trends and advise Senior Management
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To maximise customer satisfaction and retention through the use of a customer follow-up system that will ensure the database is updated in line with the Data Protection Act
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To agree discounts in line with company policy
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To monitor customer credit facilities and ensure that the Service Department credit accounts are settled in accordance with company policy
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To review work-in-progress daily and ensure all cash jobs are invoiced and paid before the customer takes the vehicle
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To ensure credit account jobs are invoiced on the day the repair is completed and processed in accordance with the agreed authority arrangements and ensure all debts are collected promptly
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To ensure warranty jobs are passed to the appropriate person for processing on the day the repair is completed. Completed jobs that are not invoiced on the day must be brought to the attention of Senior Management and resolved within 24 hours
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To monitor financial expenditure and stay within budgeted allowances and ensure the Service and Parts Departments achieve budget objectives by continually monitoring daily sales performance, operating controls and composite figures
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To discuss significant variations in budget with Senior Management at Managers meetings.
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To examine management accounts and composite figures with Senior Management to allow the necessary improvements and corrective action to be taken
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To ensure all materials purchased for resale are monitored and sold at a profit
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To ensure the correct understanding and departmental usage of the company Dealer Management System
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To report, as necessary, to Senior Management on creditor situations, highlighting any variation from policy
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To achieve negotiated profit objectives within a specific time frame to ensure a budgeted return on investment
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To liaise with the relevant departmental staff to ensure the Service and Parts Departments are adequately staffed in order to achieve all objectives and provide a prompt service to all customers
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To ensure purchase and maintenance of all necessary tooling, including manufacturer Special Service Tools (SST) and diagnostic equipment (for example, KIA GDS)
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To maintain effective liaison with all other Managers
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To follow manufacturer operating standards for the Service Department and have an understanding of all manufacturer systems and processes
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To maintain direct contact with manufacturer, suppliers and statutory representatives
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To undertake all other tasks and responsibilities as requested by Senior Management
Person Requirements
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You will need to be an experienced Service/Parts Manager.
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Having experience and knowledge of Kerridge would be an advantage.
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Possess good communication skills with the ability to explain technical information to colleagues and customers accurately and concisely.
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Passionate about the industry, and committed to the development of your technical knowledge and skills.
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Customer focused, able to keep customers experience and safety in mind throughout the service or diagnosis and repair
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Team Player – assist other team members when under pressure, and take ownership of any safety issues you identify in the workshop and stores.
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Thorough and able to work with defined processes and guidelines.
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Quality focused with first time fix mentality.
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Honest with high levels of integrity
Benefits:
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30 days Holidays per annum inclusive of Bank Holidays
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Staff Car Ownership Scheme
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Competitive Rates of Pay
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Manufacturer dedicated training programmes
Gravells have ambitious plans for the future. If you feel you are the right candidate please apply to Linda Williams on (01554) 890436 or email: linda.williams@gravells.com
Added: 17 July 2020
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