Outline of the role
Plans and co-ordinates Workshop activity to meet customer requirements and maximise Workshop utilisation and profitability.
To assume a productive role (complete MPI’s and repairs) where and when required as agreed with the General Manager.
To manage Technicians and to work closely with the General Manager to achieve quality and customer care objectives.
To qualify the Workshop requirements
To talk and listen to all members of the Woprkshop team to gain an understanding of the repair requirements and motivate technicians to achieve high quality workmanship
To control the flow of work through the workshop in a correct manner to ensure repairs are completed by the date and time given to the customer
To report any additional damage found once a vehicle has been inspected ensuring that all technicians complete the appropriate reports
To complete MPI’s, service and repairs to the manufacturer standard when required and agreed with the General Manager.
To use the brand special tools where required and to perform workmanship at the highest possible standard
To ensure a customer’s vehicle has all the required protection used inside or on the vehicle during the repair process (i.e. seat covers to the front seats, floor mats etc
To ensure customer vehicle condition report sheets are completed and millage recorded
Schedule work to meet customer requirements, taking into account workshop utilisation targets, and job complexity and parts/materials availability
Acts on opportunities to sell additional products/services and market current promotions wherever possible
To actively look for cost control of products, usage and time
To co-ordinate Workshop activity to deliver agreed work
To liaises with Aftersales to order parts. Notify customer upon arrival to allow work to be scheduled and minimise parts stockholdings (WIP)
To print job cards with time estimates, detailing any special requirements and distribute to the workshop – briefing technicians where appropriate
To co-ordinate the valeting of the customers vehicle and any work to be sublet
To update customer database to maintain accurate records of work carried out
To identify any potential warranty claims as per manufacturer's requirements
Managing key KPI’s within the business productivity, utilisation, efficiency, idle time and others as required to achieve productivity goals set by the General Manager.
Managing stock purchases, usage, and allocation
To hold daily production meetings with General Manager, parts controller.
To hold daily production meetings with productives highlighting expected production levels
To update the General Manager on workshop progress, agreeing any additional spend and managing customer expectations re costs and timings
To carry out final checks
To comply with VQM Standards
To work with colleagues and other teams across Citygate to provide a seamless service
To manage the current workshop loading system to maximise both workshop throughputs and technicians utilisation
Maintain the quality focus of the workshop and the first time fix rate.
To undertake performance reviews and identify training needs
To keep up to date with technical information and to communicate relevant information to the team
To continually work to improve customer care standards
To monitor and manage work in progress
To attend meetings and training sessions
To achieve the agreed financial and operational performance objectives
To professionally manage and train Technicians, providing leadership, and promoting an environment in which high productivity is encouraged and achieved
To achieve continual improvement in the standard of customer care and to attain customer service levels in keeping with agreed standards
To ensure compliance with Health and Safety policy
To comply with company and manufacturer procedures
To promote a positive Company image at all times
To promote good departmental and inter-departmental team spirit
To maintain a high standard of personal presentation at all times
To report any serious problems or concerns without delay
Not to grant credit to people or companies that do not have an authorised account.
Not to increase discount without the authority of the General Manager.