Position: Group Service Manager

Location: South East England

Salary: Negotiable dependent upon experience

Job Function:

Manage the service operations of the entire organisation to maximise return on investment focusing on service sales growth and the effective management of labour sales, staffing and budget. Optimise Service Department processes to ensure internal and external customer satisfaction; growing profitable service labour sales; exercise disciplined expense control; attract and retain outstanding talent and effectively engage with department personnel and Sales Managers.

Essential Duties:

• 1. Create and maintain effective service processes across all our workshops (Sevenoaks, Wokingham and Hailsham) to ensure internal and external customer satisfaction: (service reception, pre-delivery inspection, quality and pricing).
• 2. Monitor individual and overall Service Department performance relative to labour sales and expense control
• 3. Work in conjunction with each Parts Manager to develop, maintain and manage execution of the aftermarket marketing plan for the organisation
• 4. Take the lead in sharing best practices and implementing common and consistent processes throughout all workshops of the Service Organisation
• 5. Actively support customer clinics, field days and related promotional events
• 6. Supervise all service warranty and Product Improvement Program claims within the required timeframe
• 7. Meet customers on regular basis to understand their needs and processes and actively seek service contract work
• 8. Monitor process for work order completeness and accuracy prior to customer billing
• 9. Lead, supervise and coach each Service Manager and their teams
• 10. Recruit, hire and develop through training and retain key talent
• 11. Determine and maintain all department tools, equipment and vehicles in good working order, including annual budget.

Skills and Qualifications:

• 3-5 years’ experience in managing Service Department operations
• Ability to use standard computer applications and internet functions
• Ability to speak effectively one-on-one and within a group; leadership
• High level of communication and human relations
• Exhibit a positive mental attitude, a decision maker and be open minded Understanding of financial principles relative to Service Department operations
• Able to work in a high-pressure environment, particularly during busy period