Service Reception Manager

Job Content: 

The holder of this position carries the responsibility of the service reception activities in the dealership & contributes by means of optimum customer care to customer satisfaction and increase quality service within the service center scope of work. 

Objectives 

• Contributes with service manager in developing plans and targets for the brand services and ensures that they are achieved.  
• Controlling the activities of the service reception & supervising the day-to-day service reception operation.
• Ensure high quality of work in the reception team (appointments, execution, invoicing) for the protection of the customer's interests through continuous quality control. 
• Ensuring that all customer concerns are duly met with customer satisfaction as a prime object.
• Make sure that alternative transportation is correctly applied to all customers. 
• Check the CSS points in detail and work on improving the scores. 
• Ensuring that all phone calls are being received and handled in the correct way. 
• Implement effective daily follow-up with customers regarding their vehicle status. 
• Coordination with parts manager for spare parts follow-up and delivery. 
• Directing the service advisors towards better self-presentation. 
• Ensures that day-to-day activities of the brand reception service function in accordance with the approved practices, procedures, and quality standards. 
• Recommends the development and consistent implementation of workshop reception services policies and procedures.  
• Applying an effective appointment system in accordance with the call center to ensure minimum waiting time for customer vehicles receiving & delivery. 
• Put and implement an effective preparation and pre-picking system for appointments. 
• Planning the optimum utilization of workshop capacity in co-operation with the Workshop Manager/team leader  / foreman / time controller 
• Evaluates and analyze the weaknesses of the actual reception services on offer and recommend suitable remedies.  
• Ensures brand services quality, safety requirements. 
• Enhances the work environment & the service reception quality. 
• Applying the service reception workflow as per brand & company procedures. 
• Dealing with daily customers' complaints. 
• VIP customer handling. 
• Repeated problems handling in coordination with workshop. 
• Service campaigns implementation and handling in coordination with call center and workshop. • Monitors and controls workshop reception service reports. 
• Establishes good customer relationships and resolves their complaints regarding brand services and workshops.
• Recommends training programs and measuring the performance of the service advisors & service receptionists in order to maximize the efficiency of the work and achieves the optimum output. 

Objective: Supervision Exercised 

• Employee exercises managerial responsibility for the service center reception. 
• Employee monitors Reception Area KPI and draws action plans to over come any area of weakness.
• Employee monitors the housekeeping of all customer interaction areas and takes necessary actions.
• Employee ensures all customer interaction areas are as per Manufacturer pre-set standards.
• Employee is responsible for all customer-related activities in the Service department. 

Objective: Supervision Received 

• Employee works under occasional or infrequent supervision follows detailed instructions, performs most work independently work is reviewed periodically, major problems referred to senior or immediate supervisor or manager. 

Objective: Customer Satisfaction 

• Employee follows all internal policies and procedures and imposes the same to subordinates • Employee Follows Manufacturer work guidelines, guides & coaches subordinates to apply the same. 

Objective: Customer Satisfaction 

• Employee is responsible for monitoring & analyzing Customer satisfaction results. 
• Employee is responsible for drawing corrective actions to fix any area of concern. 
• Employee is responsible for Repeated repairs follow up and correct process flow. 
• Employee prepares brief records on related area issues with action clarified on monthly basis. 

Objective: Work in progress &Financial results 

• Employee is responsible for following monitoring and driving Department Budgets 
• Employee is responsible for Labour, parts consumables service contracts and upselling achievement • Employee is responsible of managing the department work in progress. 
• Employee is responsible to follow up on ordered and received parts and make sure they are always sold and moved through the same ordering wip. 

Objective: Work Conditions 

• This job requires the employee to work under various working conditions, indoors and outside, however, the conditions do not require exposure to hazardous or unsafe situations or prolonged exposure to excessive heat and noise. 

Objective: Work Instructions 

• Employee operates with administrative directions received on assignments, in terms of broad general objectives and limits. 

Objective: Latitude in performance 

• Employee has some latitude for independent actions in his choice of procedures, methods, or materials to accomplish his assignments. 

Objective: Decision Making 

• Employee has considerable decision-making authority as defined by work instructions, policies, or procedures.  Refers situations requiring a decision but not covered by work instructions, to the immediate supervisor. 

Objective: Judgment Exercised 

• Employee exercises considerable judgment in situations and problem-solving within his scope of responsibility,  using work instructions, procedures, and industry standards as the basis for his judgments. 

Objective: Decision Making 

• Employee's work is reviewed periodically 

Customer 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 to ensure nothing is left to chance 

Operational Focus 

• Responding to customer requests 
• Booking in vehicles for service/repair 
• Checking in vehicles 
• Track vehicle through the workshop 
• Handover the vehicle 
• Achieve incremental sales 
• Use technology effectively  
• Manage your own performance 
• Contribute to effective working 
• Deal with customer complaints 
• 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 issues on the Retailer and customer 
• Represent the Volkswagen brand 

Personal Qualities 

• Empathy and tolerance 
• Ethical behavior 
• Responsibility 
• Open-mindedness 
• Self-confidence 
• Customer-orientation 
• Professional appearance 
• Team player 
• Communication skills 
• Pro-active approach 
• Arabic & English language

Education 

• Bachelor’s Degree in engineering or any related field. 

Experience 

• Previous technical / service experience desirable 
• Computer skills, including experience of operating word processing and database packages, email and internet • Proven track record in delivering excellent customer service