1.??????Responsible for the reputation, efficiency and profitability of the Passenger Cars Service Workshops & Quick Service Centers and to run the daily workshop operations in the areas of job allocation, workshop workflow and process management, service reception/advising, customer relations and complaint handling etc. and continuously provide pro-active & timely feedback & reports to the After Sales Management.2.??????Create/meet goals and objectives in parallel with the assigned targets and KPI`s (Key Performance Indicators) for the department, which includes an annual operational budget and a marketing plan to promote new and repeated business for MMC/PC products. Monitor workshop productivity and utilize available productive hours at highest possible by supervising the workshop & reception to ensure service KPI`s are met/exceeded as per requested in the after sales annual business plan and establish/maintain effective communication between/among the workshop & reception team members.3.??????Handle customer concerns/complaints with the best care and resolve the issues satisfactorily to ensure that target CSI (Customer Satisfaction Index) is met/exceeded as per KPI`s.4.??????Prioritize the rectification of the reworks, monitor F1 Ratio (Fix it Right the First Time & On Time) to make sure that it meets with/exceeds the target as per KPI`s. ?Analyze the Main Root Cause of Non-F1 Cases (Both Return Jobs from the Customers and Reworks that are inspected by the Quality Control during production at workshop) and introduce necessary counter-measures / improvements / developments into the operations / system / organization in order not to experience the similar failures. (Implementation of Kaizen Quality Assurance Process ? Continuous Improvement).5.??????Perform interactive service advising/diagnostics together with senior technical staff and service advisors to find out the areas on the customer vehicles which requires special care best in the best interest of customer satisfaction and to give the best beneficial value to the end customer by reporting exact status of the vehicle in the most trustworthy and honest manner, which will eventually create opportunities for the business to up-sell.6.??????Monitor service quality by checking the speed and the reliability of the works by holding regular meetings with the key personal in the service department in order to maintain the quality assurance at its highest levels.7.??????Follow up WIP (Work In Process) at Passenger Car Service Workshops and Quick Service Centers and to keep/decrease WIP at the rational level against the number of daily opened job cards.8.??????Understand and digest MMC Service Policy and Procedures and take the best advantage of the manufacturers` servicing guidelines by following them in the service operations in the best interest of end customers.9.??????Provide technical support to workshop staff, involve in troubleshooting where necessary, ensure that service staff members complete available training courses and monitor the technicians` abilities to enhance the labor efficiency.10.???Ensure at all times Company`s Occupational Health and Safety Standards are well established and met in the department and monitor the compliance with OH&S by providing proactive & timely feedback/report to the After Sales Management. ???
Keyskills :
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