Position: SERVICE SUPERVISOR.
Deadline: 31 Mar 2023.
Date posted: 16 Mar 2023.
Location:Dar es Salaam.
Description:
Basic Function
The Service Supervisor is responsible for the implementation of business development activities within all company retail business units, focusing on the job scope of the workshop team. This position has the overall responsibility for the smooth & efficient operation of the workshops. The Service Supervisor is the technical partner of the Head of Retail Operations and the branches.
Principle Accountabilities
Leadership
- Mentor & Coach branch Workshop Leaders in achieving their KPI’s and assisting the team in increasing their potential through efficient time management, service delivery and through training programs
- Mentor & Coach branch Workshop Leaders in management skills
- Assist the team to increase their potential through the use of efficient time management skills and by reinforcing knowledge through on-the-job-training
- Identify skills gaps and training requirements
- Assist the Team Leaders in managing the workshop efficiently by developing ideas that enhance teamwork
- Ensure that services are provided efficiently and professionally
Training
- Planning, executing and reporting progress of all coaching, mentoring and training programs put in place
- Assess training gaps and liaise with Head of Retail - Engagement to ensure these gaps are captured in the existing training modules
- Assist / contribute to developing new training modules
- Conduct year-round technical training based on company staff development platforms and matrix
- Collaborate with Head of Retail-Engagement in defining the skills matrix requirements for technicians, Team Leader
- Provide an annual technician training needs analysis to support training plans in technical and other competencies
- Conduct on-the-job training to ensure class-room follow-up and skill enhancements
- Oversee the induction and training of new staff to the workshop
- Continuous improvement: Contributes to the issuance and evaluation of three technical questionnaires per annual
Customer Service
- Ensure the effective use of all customers facing processes through coaching
- Engage customer serving teams to evaluate areas of Team Leader – Reception improvements that ensure teamwork, and the delivery of fast, efficient and truly superior service
- Coach individual branches to evaluate root causes of customer complaints for continuous improvement on technical areas
Quality Assurance
- Ensure compliance to Environmental Health & Safety regulations by all workshop staff
Key Responsibilities & Performance Areas
- Finance: Achievement of set sales budgets through coaching on cross & up sell and increase of ticket size
- Sales: Flight plan achievement and implementation of benchmarking
- Marketing: Monitor the effectiveness of marketing campaigns implementation at branches
- Training: On-the-job-training and sales playbook implementation
- Customer Service: Coach and track continuous improvement and customer journey implementation
- Business development: Support new branch opening schedule and manage implementation
Key Competencies
- Leadership: empathetic and aligned to collaborate with others, decisive and persuasive
- Performance tracking: able to work without supervision
- Business development: enthusiastic about developing new ideas and displays a level of entrepreneurial and commercial thinking
- Customer satisfaction: passionate about ensuring a seamless but fluid customer experience
- Quality systems: systems thinker and personally organised
- Computer literacy
- Familiarity with the region
- Applying expertise and technology
Education, Experience & Knowledge
- Degree/Diploma in automotive Engineering or related field
- At least 3-years’ experience as a technician and as an automobile workshop manager or similar
- Motor vehicle mechanical experience