Act as a key liaison between customers, service technicians, and other internal departments to ensure excellent customer satisfaction.
Supervise and manage a team of service technicians, providing guidance, support, and coaching to foster a high-performing and motivated team.
Teach and train technicians on best practices, procedures, and safety measures to optimize their skills and knowledge, while promoting a culture of continuous learning.
Implement effective strategies and processes to enhance the efficiency and productivity of the service department, ensuring timely completion of repairs and maintenance tasks.
Customer service is paramount – always strive to meet and exceed customer expectations by providing exceptional service and resolving any concerns or complaints effectively and efficiently.
Maintain accurate and up-to-date records of service requests, work orders, and customer interactions, ensuring proper documentation and organization of all service-related information.
Observe and monitor technicians' work to ensure adherence to quality standards, safety regulations, and company policies.
Estimate the time, materials, and equipment required for each service or repair job, ensuring accurate assessment and efficient allocation of resources.
Multi-task effectively to handle multiple service requests and priorities simultaneously, ensuring timely completion of tasks and maintaining customer satisfaction.
Collaborate with the parts department to ensure availability of necessary parts and equipment for timely service completion.
JOB REQUIREMENTS
Minimum of 5 years of experience in a similar role within the automotive or heavy equipment industry
Excellent leadership and managerial skills to effectively lead and motivate a team of service technicians
In-depth knowledge of automotive maintenance and repair procedures
Strong problem-solving and decision-making abilities to quickly resolve customer issues and ensure customer satisfaction
Excellent communication and interpersonal skills to effectively interact with customers and internal teams
Proven experience in developing and implementing service strategies to enhance operational efficiency and customer experience
Proficient in using service management software and tools to effectively track service requests, monitor technician performance, and generate reports
Strong organizational and time management skills to efficiently prioritize tasks and meet deadlines
Proactive approach with the ability to anticipate customer needs and provide proactive solutions
Ability to work in a fast-paced and dynamic environment, handling multiple tasks simultaneously
Bachelor's degree in Automotive Technology, Engineering, or a related field is preferred, but not mandatory
Familiarity with local automotive and heavy equipment regulations and safety standards