Job Title: National After Sales Service and Workshop Manager (Commercial Vehicles) – Nigeria
Location: Lagos (Nigeria)
Recruiter: Heads2you (Right Head 2 Right Job)
Key Result Areas:
• Creating & implementing the Service Strategy.
• Establishing systems for Operational excellence.
• Creating & executing the enablers to enhance the customer service experience
• Establishing the service network to improve reach & nurture.
• Monitoring the key accounts engagement level & Service log to ensure the repeat sales.
• Spare parts management to ensure Service Delivery.
Highlights:
• Handling Zonal Service Managers & monitoring the Service performance of each zone.
• Achieved Promise Vs Delivery improvement
• Instrumental in impacting customer service experience by creating & executing Service Processes & continuous review & monitoring.
• Created & executed the Service Processes & Policies like Labor rates, Empowerment matrix, revised Warranty labor rates, revised Breakdown Policy, 24X7 Process in order to improve the Customer transactional experience.
• Service Network expansion: Onsite support, Road side assistance
• Focus on Activities to recover old Customers, Service Coverage & making referral base stronger.
• IT developments for Warranty module & Customer Complaint Management.
• Meeting the stakeholders to track the service experience, product performance feedback & Customer voice translating into valuable inputs
• Exemplary workshops by enhancing capability & processes compliance.
• Reward & Recognition, Skip level meeting & monthly sharing meeting to ensure the employee engagement.
• Excellent Managerial Skills, Interpersonal Skills, Inter Department Relations & Client Service Skills.
Job Attributes:
• Responsible for the service & spare parts operations of entire Service Network
• Trouble shooting of Commercial Vehicles , using Advanced Diagnostic Tools ESI,TIS,GDS & Schematics.
• Hands on Experience in Major Overhauling of Engine & Automatic Transmission System of Commercial Vehicles
• Training of subordinate staff – Diagnostic, Chassis, EMS , Electrical & Auto Transmission Courses.
• Leading Service Support activities encompassing Warranty Administration, liaison with customer & subordinate staff, workshop monitoring & resource management for achieving successful completion of assigned tasks.
• Maintaining detailed job cards for enhancing satisfaction of customers
• Working towards constantly elevating standards of service & work culture to meet customer needs.
• Preparing preventive maintenance checkpoints list & listing them in a proper sequence.
• Conducting practical study for time required for service with skilled & semi skilled manpower, with the aim of calculating average time from the point of view of quality service.
• Taking initiatives to improve the same to increase customer satisfaction & achieve zero repeat jobs.
• Annual budget & profitability planning on national level , considering individual branch as independent profit centre.
• Monitoring & ensuring planned growth & periodic review on revenue & expenses.
• Co ordination with departments viz Spare Parts, Sales, HRA, Training, Accounts, Audit, Credit, Legal & IT to ensure the seamless operations across branches & resolutions of grievances.
Desired Skills & Experience: After Sales Service & Workshop Manager (Commercial Vehicles) @Nigeria
Qualification & Experience:
• Graduate / Diploma in Automobile / Mechanical Engineering with 12 + experience in the Commercial Vehicles ' Service & After Sales Field & Workshop management
• Previous International experience of Commercial Vehicles' service management , on National Level { Hyundai Commercial Vehicles' experience is added plus }
Interested candidates are requested E Mail updated Resume in DOC/ RTF format ASAP along with the following details:
• Current Location
• Pl. Confirm you are ready to work in Lagos, Nigeria
• Nationality
• Total Experience in After Sales Service & Workshop Management of Commercial Vehicles (In Years)
• Relevant experience in Hyundai Commercial Vehicles (In years ) (If any)
• Current Salary + Benefits
• Expected Salary
• Minimum period required for Joining
• Contact Details, Residence & Mobile No.
In case you are not interested, we would appreciate, if you can refer us, suitable matching profiles from your rich contacts.
Company Description: Distributers of MERCEDES-BENZ , TOYOTA , HONDA & HYUNDAI Vehicles in Nigeria
Type: Full-time
Experience: Mid-Senior level
Functions: Engineering, Customer Service
Industries: Automotive
Compensation: Best as Per Industry
Job ID: 6820767
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