Job Profile – PMGR & Body shop service Manager

Job title: PMGR & Body shop service Manager

Job code: PMGR-B&P

Level: Middle Management

Department: PMGR & Body & Paint

Reporting to: Service Reception Manager

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Job Summary

As a PMGR/ Body shop service Manager, you are the professional “manager” of the entire Customer oriented PMGR & Body and Paint shop service process. You set the standards for Customer support. You see every contact with the Customers as a professional challenge and feel responsible for the Customer problems until they have been resolved.

Customer appreciates you as a PMGR & Body and Paint shop Service Advisor, because you are competent and trustworthy and treat them with respect and like a partner. Even during conflicts, you always value the Customer. Your colleagues in the body shop appreciate your technical skills mean you speak the same language. In doing so, you are a competent interface between the Customer and PMGR / body & paint shop and make a substantial contribution towards the economic success of the entire field of After Sales.

Qualifications

You are a colleague, helper, coordinator, director, and “diplomat” for all relations with Customers. Your feeling of responsibility is what drives you. You are authentic and independent. Your persuasive skills, interest in good communication, and confident decision-making all set you apart.

Training

• Trained and certified technology specialist in a motor vehicle service profession or proof of

Comparable competencies through a technical entrance test

• Training series to become a PMGR/ Body shop service Manager and annual participation in update training courses by OEM

Experience

• Experience at an Authorised dealership Service Centre

• Experience at an Authorised dealership products and processes

Competencies

Social and interpersonal competence

• You are extremely willing to learn more as a part of further technical and personal development.

• You are able to solve various problems flexibly, independently, and reliably and thus are set apart by a high resistance to stress and an ability to resolve conflicts.

• You are extremely loyal to company and brand. As a result you come across as authentic and responsible.

• You show a lot of initiative. You are persuasive and are able to make decisions on your own

• You professionally implement all OEM specifications on in Customer oriented conduct.

• You are willing to make compromises, but can also openly address and constructively solve conflicts with Customers and colleagues.

• You are very empathetic, able to respond to others, focus on what Customers wants, and always try to understand the Customer’s problem and take it into consideration.

• You are reliable and keep all agreements made with Customers.

• You are very thorough, are prepared for Customer appointments, and ensure that all the work has been done completely and correctly.

• You are honest with Customers and offer them solutions that take time and costs into account.

• You actively approach Customers, thus showing excellent communication skills.

Method and process competence

• You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.

• You are able to advice Customers, Insurance Surveyors and actively sell service/accessory products.

Business competence

• You think and act with good business sense. In doing so, you are able to apply your business knowledge related to internal processes and the market.

Specialist competence

• You possess knowledge of the organization and structure of OEM, as well as good general knowledge.

• You possess relevant basic legal knowledge (e.g. warranty claims).

• You can provide the Customer with clear information on the product and explain technical

Interrelations, thus showing the benefit of each offer/solution.

• You are able to pass on high quality body shop order that ensures that the PMGR & body shop repairs the vehicle in a qualified and efficient manner.

• You can actively provide the Customer with solutions, as well as an estimate on the time and costs.

• You are able to turn Customer’s language into PMGR & body shop language and generate a detailed body shop order based on this

• You possess good technical knowledge and are familiar with the products in your category.

IT competence

• You possess good knowledge of the current After Sales IT tools and are able to use these (e.g. DMS, EPC, EVA, WIS, TIPS, and Star DIAGNOSIS).

• You have solid, general PC skills and knowledge of Office appliances (e-mail programs, e.g. Lotus Notes, MS Office, the Internet, e-business, intranet, etc.).

Tasks

Service reception

• Initial contact with the Customer where you determine the Customer and vehicle data

• Documenting the Customer’s problem/symptoms in a PMGR & body paint shop order and defining the scope and type of work.

• Coordinating reception, handover, and location with the Customer

• Defining and explaining time and costs to be expected or firmly establishing the time and costs necessary. Additionally clarifying method of payment.

• Reminding Customer of any open work or work recommended during the last visit.

• Arranging an appointment according to the Customer’s needs within three days, indicating a personal Service Advisor, reserving the required resources, and taking body shop capacity utilization into account.

• Offering alternative mobility solutions and agreeing on them with the Customer.

• Summarizing all agreements. The Customer receives and appointment confirmation and reminder one business day before the service visit.

• Preparing order contents and checking the credit rating/obligations.

• Greeting the Customer, taking over the vehicle and checking the quality and up-to-date

Customer and vehicle data.

• Defining repair scope along with the Customer, offering an interactive reception (visual

inspection/on i board diagnosis) and documenting the results of the preliminary diagnosis.

• Presenting the current service offers to the Customer, offering additional services as well as services that are free-of-charge or subject to a fee (e.g. vehicle care, pick-up and drop-off service, washing the vehicle) and indicating the necessity and benefits thereof.

• Clarifying and ensuring availability of any parts that can be directly identified.

• Authorizing any service measures under the PMGR and Body & Paint scope that are due.

• Checking for any warranty and goodwill claims.

• Coordinating the scope of services for repair and maintenance with the Customer / Insurance Surveyor and obtaining their approval.

• Using various checklists during service reception (service registration, reception preparation, carry out reception and preliminary diagnosis, which make it possible to check and document proper performance of individual work steps

Work preparation

• Explaining and handling over the PMGR & body shop order to the PMGR / Body and Paint technicians.

Diagnosis

• Performing a visual inspection

Repair/maintenance

• Monitoring the degree to which PMGR & bodywork and paint orders have been completed and coordinating order additions or appointment changes with the Customer, PMGR and the body shop.

• Documenting the performed work and bringing the vehicle to the parking lot or workplace.

Order completion

• Triggering the invoicing process after PMGR / body and paint works have been completed.

• Checking who is covering the costs (obligations) and assigning them accordingly.

• Using a checklist to inspect the work scope and performance, documenting the test results, and authorizing repairs for any faults.

• Transparent documentation for the Customer of all the open work that has been performed and all the required parts.

• Ensuring that the Customer’s vehicle is in order and clean.

• Ensuring that Customer’s appointment is kept.

Vehicle handover

• Taking a test drive after the repair if required or requested by the Customer.

• Preparing for Customer consultation and coordinating vehicle handover with the Customer.

• Greeting the Customer and taking back the courtesy car.

• Explaining the performed work and invoice to the Customer. Actively offering the solutions for the further procedure if any orders or work are still open.

• Explaining the necessity/advantages of the recommended work using appropriate sales arguments.

• Providing the Customer with assistance in making a decision through positive arguments/offers.

• If the Customer declines to have work done, advising them on the urgency of it, possible risks, safety, and liability. 

• Ensuring that the vehicle is handed over personally.

• Saying good-bye to Customer.

Service follow -up/Customer support

• Entering an acquisition ID in the order (e.g. statutory inspections).

• Pointing out service measures to the Customer.

• Implementing operation-specific supports standards

• Preparing for the service follow-up call.

• Making the service follow-up call, asking the Customer about their satisfaction and starting the complaint management process, if necessary. Also asking the Customer if they have any further wishes or suggestions and initiating implementation thereof if needed.

Tasks Support processes

PMGR & Body shop requirement planning

• Controlling and optimizing service resources. Scheduling and checking availability to avoid any conflicts.

• Comparing the completion date with the pick-up date, defining the costs and comparing with the order limit.

• Confirming, cancelling, or releasing reserved resources.

Parts process

• As a part of the parts support process, selecting the parts from the catalogue and generating a parts request list.

Parts support, service reception, and emergency service

• Cooperation in registering the required parts and in vehicle identification.

• Cooperation in recommending additional requirements.

• Cooperation in informing the ordered of the delivery date and price.

Interaction Partners

He who stands on the start line must communicate well with everyone. As a PMGR / Body shop service Manager, you show your Customers and colleagues maximum appreciation, professionalism, and competence.

Administration

Your reliable team partners to support you with the administrative side:

• Order settlement

• Warranty Administrator

• Service manager

Customer department

These colleagues assist you with Customer contact in the service field:

• Receptionist

• Cashier

PMGR & Body shop department

You consult with the following colleagues for solutions to all service work on the Customer’s vehicle:

• PMGR & Body shop manager

• PMGR & Body shop controller / Forman

• PMGR & Body shop technicians

• PMGR & Paint shop technicians

Logistic department

Your colleagues for processes related to parts and accessories:

• Parts Process Specialist

• Parts employee