Workshop Manager

Objective:

Ensure efficient workshop use of materials, equipment, and labor so service and repairs are carried out to the  highest quality standards  

• Monitor progress of jobs in the workshop and advise service reception of any delays or issues.
• Control wastage of consumable materials (including appropriate measures to prevent the theft of oil).
• Ensure jobs are fairly allocated to technicians and mechanics and that there are adequate staffing levels to achieve workshop objectives. 
• Ensure maximum use of equipment and labor to achieve high productivity output. 
• Develop strategies to improve productivity by the growth plan. 
• Ensure that workshop operational efficiencies are communicated periodically to the workforce to sensitize and motivate them to achieve and even surpass budget. 
  
• Review all open orders daily. 
• Review all customer parts ordered daily and escalate to the service management unusual delays in parts arrival. 

Objective:

• Achieve the highest level of customer satisfaction and retain existing customers through the workshop
• Maintain a clean, well-decorated, and tidy workshop to achieve the highest standards of the workshop presentation.
• Ensure that all customer vehicles are parked properly in a way that is tidy and does not obstruct traffic.
• Receive and assist all customers courteously and promptly in line with the Dealership quality program.
• Handle dissatisfied customers calmly, resolve complaints with sensitivity, and involve others when necessary.
• Work closely with service department personnel to achieve the highest levels of customer satisfaction.
• Endeavor to enhance facilities, improve technical skills and achieve high standards of workmanship.

Objective:

• Improve the future labor levels by consulting and co-operating with aftersales reception staff and the Service Manager/Operations Manager
• Assist the Service Manager to ensure optimum staff performance and efficiency is achieved at all times through
  the correct recruitment, assessment, and training of all workshop personnel.
• Establish the training and development needs of workshop personnel with the Service Manager/Operations Manager.
• Assist the Service Manager in the preparation and administration of Performance Development Reviews with all
  workshop personnel. Communicate job expectations and provide regular feedback on the teams’ performance.
• Maintain effective liaison with other departmental managers.

Objective:

• Ensure all work is completed safely and complies with the retailer, manufacturer, and industry guidelines
• Circulate new and updated technical material, literature for new vehicles, and revised workshop techniques.
• Ensure customers are protected from any possible dangers or hazards in the workshop area and their property
  is secure whilst on company premises.
• Ensure the security of all MOT equipment and documentation and that parts retained for testing are securely
  stored and locked away.
• Monitor and check the safety of equipment and materials. All used parts should be removed from the workshop.
• Follow Dealership minimum operating standards and regularly check compliance. Ensure the workshop and
  equipment comply with all Health & Safety, recycling, and environmental regulations.
• Maintain direct contact with Dealerships, suppliers, and statutory representatives.

Objective:

• Help Retailer to achieve industry-leading standards of process efficiency and cost control
• Carry out MOT tests and ensure vehicles are inspected periodically for quality of work.
• Maintain workshop productivity records and monitor the effective use of labor. Ensure order numbers are
  obtained before work commences on the fleet, contract hire, and used car warranty repairs.
• Authorize and document all consumable and internal parts requisitions.
• Ensure accurate and timely completion of technician’s daily time tickets.
• Ensure the correct warranty procedure is followed on new and used vehicles and all documentation relating to
  warranty work and returnable components are up to date and accessible.
• Undertake all other tasks and responsibilities as requested by the Service Manager & Aftersales Manager.

Key Competencies
Customer Service Focus

• Approach every situation with a desire to understand and deliver
• Listen effectively and communicate clearly
• Use every contact with the customer to build a relationship
• Take responsibility for ensuring nothing is left to chance
  
  

Operational / Commercial Focus

• Ensure good housekeeping and security in the workshop
• Ensure maintenance of health and safety in the workshop
• Load workshop
• Ensure technical standards are met in the workshop
• Keep accurate and complete records
• Manage workshop productivity
• Contribute to effective working
• Deal with customers, suppliers, and representatives
• Use technology effectively
• Contribute to improved service processes

Business Focus

• Work with other areas of the business to improve Retailer profit and customer care
• Appreciate the impact of wider business issues on the Retailer and customer
• Represent the Dealership brand

Essential Recruitment Criteria

Personal Qualities

• Language: English
• Analytical thinking
• Coaching and developing
• Leadership
• Communication
• Empathy and tolerance
• Ethical behavior
• Responsibility
• Open-mindedness
• Self-confidence
• Customer-orientation
• Professional appearance

Education

• City & Guilds Part 3
• NVQ Level 3 Motor Vehicle
• National Diploma (Engineering)

Experience

• Clean driving license
• Computer skills, including windows and spreadsheets
• Proven track record as Master Technician or Sales Adviser – aftersales