KAKI PLC is an official dealer and assembler of ISUZU vehicle in Ethiopia. It is also engaged in different business lines including import, export, metal fabrication, after sales services, and cargo freight transport operations. The company wishes to employ a qualified professional for the Service Manager position.
Responsible for planning, organizing, directing, controlling and evaluating the maintenance service of the company. He/she also manages customer service interactions to ensure customer satisfaction and thereby improving sales, while maintaining company policy and procedures and Isuzu service standards and practices.
Strives to achieve goals on all aspects of all the service center revenue and business plan targets, and other KPIs including Technical KPIs
Direct and coordinate the maintenance of service operation and provide leadership, guidance and directions to workshop managers to ensure customers’ needs are attended according to established standards.
Provide all support to workshop managers by coordinating with other departments like Marketing, Sales, Parts, Supply Chain, HR, Legal, etc. to ensure ready availability of tools & equipment, SST, manpower, consumables, parts availability, and other enablers for business.
Provide leadership and guidance and support to Body shop Team for efficient Body shop Operations, prepare and implement Body shop Strategy and to achieve body shop revenue and business targets.
Standardize the SOP (IDS, Aftersales Policy etc.) as per OEM requirements.
Collaborate with relevant departments to enhance performance and achieve aftersales award and recognition.
Build a technical knowledge that helps to set and utilized a standardized maintenance service.
Enhance ISUZU dealer standard (IDS) and aftersales policy implementation.
Ensure that trust of customers is developed through providing standard service and supplying parts at a competitive price.
Coordinate with Aftersales Director, Workshop Managers & Parts Manager to identify gaps and provide solutions within the network to ensure customers are receiving the desired service experience Liaise with the Customer Retention Manager to undertake periodic inspection program to provide preventive maintenance on customers’ vehicles.
Develop and promote service contracts with the objective of maximizing profits, and Customer Retention.
Ensure that the Pre-delivery Inspection (PDI), the Retail Delivery Record (RDR) and the Technical Information Report (TIR), AR (Authorization request), Warranty Claim management, Recall management and Health Report (HR), storage maintenance are performed and record kept as per the ISUZU standards and process. Coordinate with other department to ensure performance on these technical parameters is as per Isuzu standard.
Ensure effective and optimum utilization of shared resources between all service centers like GIDSS tool, Mobile Service Van, critical SST, Centralized Tele calling team, to ensure achievement of business targets and KPIs.
Ensures that sufficient parts inventory are available across the network to ensure to reduce the repair downtime.
Monitor PNA (Parts not available) at each service branch and coordinate with Parts Manager to ensure timely supply of PNA. Coordinate with Parts Dept. to ensure PNA is analyzed on regular basis with required action like ordering of sufficient stock on Isuzu
Ensure a top-quality maintenance to reduce the repeat repair job of customer vehicles to the workshop to increase the vehicle uptime
Handling the customer complaints and providing the quick solution professionally to maintain good customer relationships.
Manage and guide and provide leadership to Telemarketing Team in coordination with Marketing Department.
Ensure that maintenance service is performed by experienced and skilled mechanics and thus quality service is being provided.
Implement new ideas/systems to ensure proper workshop layout, workshop loading, equipment maintenance, and facility utilization that creates an efficient and customer focused environment.
Conduct Periodic reviews with Workshop Managers to monitor performance in line with business plan and take action as required to ensure business plan targets are met.
Track and analyze after-sales performance metrics for all service branches, such as service revenue, vehicle intake, service penetration rate, customer satisfaction ratings, and customer retention. Prepare regular reports on account performance and provide management insights.
Prepare periodic reports for submission to the DGM, Engineering.
Relationship Management: Build and maintain strong relationships with key accounts in the after-sales segment (Service and parts), which could include fleet owners, corporate clients, government agencies, and other large customers. Act as their primary point of contact and develop a deep understanding of their after-sales service needs and requirements.
Account Development: Identify opportunities to increase after-sales service revenue and profitability within key accounts. Collaborate with the sales team to explore cross-selling and upselling opportunities for service contracts, parts contracts, maintenance packages, parts, and body-building revenue.
Account Planning and Strategy: Develop strategic account plans to maximize after-sales revenue and customer satisfaction. Provide leadership to Service Marketing Officers (SMOs) of each service branch to ensure effective coverage of key fleet accounts for that particular service branch. Analyze account performance, identify growth opportunities, and formulate strategies to improve customer retention and increase service penetration within the accounts.
Service Delivery: Ensure prompt and high-quality service delivery to key accounts. Coordinate with the service department to schedule maintenance and repairs, handle warranty claims, and resolve any issues or concerns raised by the accounts. Ensure that service commitments are met, and customer expectations are exceeded.
Contract Negotiation and Management: Negotiate service contracts, Parts Contracts, maintenance agreements, and warranty terms with key accounts. Manage the contractual relationship, ensure contract compliance, and handle contract renewals and negotiations for service-related offerings.
Customer Support and Issue Resolution: Act as an escalation point for key accounts in case of service-related issues or concerns. Collaborate with internal teams, such as service advisors and technicians, to quickly resolve problems and ensure customer satisfaction.
Performance Monitoring and Reporting: Track and analyze after-sales performance metrics for key accounts, such as service revenue, service penetration rate, customer satisfaction ratings, and customer retention. Prepare regular reports on account performance and provide management insights.
Drivers Training and & Health Report: Provide driver training and support to fleet customers. Ensure the health report is explained to the Fleet or Logistics Manager
Collaboration with Internal Teams: Work closely with internal departments, including service, parts, warranty, and customer support, to ensure seamless coordination and delivery of after-sales services to key accounts. Provide feedback and insights to help improve processes, products, and customer experiences.
New Business Development: Proposals and costing and Business model. Explore the possibilities for new sales, Loyalty programs, Incentives/bonuses on target achievement, Seminars, Body Building Business, Tyre, Battery, Customized Service etc.
Lead training, motivation, and provision of leadership to the service center team so that they can provide high quality customer service and maximize profit.
Ensure service team is trained as per Isuzu standards and requirement.
Guide and provide leadership of Regional Training Centre and to the Training Officer so all manpower are trained in-house as per Isuzu standards, Coordinate with other department to provide all support for development of Regional Training Centre, training aggregate availability, training material availability, etc.
Ensure Service team completes e-Learning Modules as per Isuzu standards and requirement
Liaise with and guide the staff to ensure that new vehicles are maintained while they are in store to provide quality assurance to customers.
Ensure that all customers are welcomed by the workshop staff, and they are given reasonable estimates of the costs and time required for their repair jobs and maintenance work.
Liaise with HR manager to arrange service-shop facilities in a way that can appeal to both employees and customers
Continuously training the employees in terms of latest technical developments, new equipment, new products and/or improving productivity and efficiency.
Ensure health and safety requirements are compiled as per government laws
Conduct employee performance appraisal periodically to evaluate how well employees have completed their duty and to take any needful action accordingly.
Prepare periodic reports for submission to the DGM, Engineering.
