Job Summary:
The Service Manager is responsible for overseeing the overall operations and performance of the After Sales Department. This role ensures the efficient delivery of vehicle maintenance and repair services, achievement of departmental targets, and delivery of excellent customer experiences. The Service Manager provides strong leadership to the service team, develops business and marketing initiatives, and ensures compliance with Toyota standards, policies, and operational procedures.
Key Responsibilities:
- Service Operations Management
- Oversee the daily operations of the Service Department to ensure efficient workflow and quality service delivery.
- Monitor service productivity, repair quality, turnaround time, and overall departmental performance.
- Ensure proper implementation of Toyota service standards, policies, and procedures.
- Identify operational issues and implement appropriate corrective and preventive actions.
- Leadership and Team Management
- Lead, supervise, and motivate service personnel to achieve departmental goals and performance targets.
- Develop team capabilities through coaching, mentoring, training, and performance monitoring.
- Foster teamwork, accountability, and a positive work environment within the department.
- Manage manpower allocation and ensure efficient utilization of service personnel and resources.
- Customer Relationship and Service Excellence
- Maintain a customer-centric approach in all service operations and customer interactions.
- Address escalated customer concerns and ensure timely and satisfactory resolution.
- Monitor customer satisfaction and implement initiatives to improve the overall after-sales experience.
- Build and maintain strong relationships with customers to encourage retention and repeat service visits.
- Marketing and Business Development
- Develop and implement marketing strategies and service campaigns to increase customer retention and service sales.
- Identify opportunities to promote preventive maintenance, repair services, accessories, and other after-sales offerings.
- Analyze market trends and customer needs to support business growth and improve service penetration.
- Performance Monitoring and Reporting
- Monitor service department targets, revenue, profitability, productivity, and customer satisfaction indicators.
- Prepare and review regular reports management regarding departmental performance and business activities.
- Analyze operational and financial data to identify opportunities for improvement.
- Quality, Safety, and Compliance
- Ensure that all service and repair activities comply with Toyota standards, safety regulations, and dealership policies.
- Monitor the proper use and maintenance of service equipment, tools, and facilities.
- Promote a culture of safety, quality, and continuous improvement within the Service Department.
QUALIFICATIONS:
- Exceptional leadership capability
- Adequate marketing ability
- Customer-centric
- Background in automotive servicing is an advantage
Note: This is a general job description. Specific responsibilities and requirements may vary depending on the actual role and level within Toyota Dipolog.
