Job Summary
Job Purpose:
To lead and manage the dealership’s service department, ensuring the highest levels of customer satisfaction, efficiency, profitability, and compliance with manufacturer standards.
Key Responsibilities:
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Manage daily operations of the service department, including workshop scheduling, productivity, and quality control.
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Ensure excellent customer service through effective communication, timely updates, and resolution of customer complaints.
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Lead, mentor, and motivate service advisors, technicians, and support staff.
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Monitor and achieve service department targets (sales, productivity, efficiency, and customer satisfaction).
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Oversee warranty claims processing and ensure compliance with manufacturer guidelines.
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Maintain effective communication between service, parts, and sales departments.
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Develop and implement strategies to increase service sales and retention.
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Ensure all health & safety regulations and company policies are adhered to.
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Maintain workshop tools and equipment to ensure optimal performance and safety.
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Monitor service department budgets, expenses, and profitability.
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Conduct regular reporting and performance reviews.
Key Requirements:
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Matric (Grade 12) – Tertiary qualification in Automotive Management or Business is advantageous.
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Minimum 5 years' experience in an automotive service environment, with at least 2 years in a supervisory or management role.
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Strong technical knowledge of vehicles and workshop processes.
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Valid driver’s license (Code 08/B or higher).
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Proficient in DMS systems (e.g., Kerridge, Keyloop, Automate) and MS Office.
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Knowledge of OEM warranty and CSI requirements.
Skills and Competencies:
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Leadership and team management
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Strong organizational and problem-solving abilities
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Excellent communication and interpersonal skills
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High attention to detail and accuracy
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Customer-focused with strong conflict resolution skills
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Ability to work under pressure and meet deadlines
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Financial acumen and understanding of P&L
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